Restoring account access

If you have trouble accessing your account, you can restore access:

• if you are an Account Owner, you can reset your password, request to change the email address, disable two-step authentication, and request adding an IP address to the allowlist to access the account;
• if you are not an Account Owner, you can only reset your password yourself. In case of problems with email and two-step authentication, contact the Account Owner — they must delete you from the user list and add a new user with correct details.

Reset your password

A user with any role can reset their password.

If you lost access to the email address you used when registering, request to change the email address.

1. On the login page of the control panel, click Forgot password?.

2. Enter the account number. You can find it in:

   • the payment purpose field of the payment order;
   • acts of services rendered;
   • notifications from no-reply@servercore.com.

3. Enter the email address you used to register.

4. Click Reset password.

5. We will send an email to the address provided.

6. In the email, click Reset password. The password reset link is active for one hour. The password reset link can only be used once.

7. On the password reset page, enter a new password and confirm it.

8. Click Change password.

9. We will send a password change notification to the email address you used to register. The notification does not contain the password.

10. If you have two-step authentication enabled, enter the code.

Request an email address change

For your information

Only the Account Owner can submit a request to change the email address.

If you are not the Account Owner, contact the Account Owner — they must delete you from the user list and add a new user with correct details.

If you have access to the control panel, to change the email address, use the Change email address section of the Change your profile or company details instructions.

Legal entity

Kazakhstan

1. Prepare the documents:

   • an application using the template;
   • organization BIN;
   • a document confirming the authority of the person who signed the access recovery application (for the CEO/General Director, this is a copy of the appointment order or appointment decision; for other individuals, a power of attorney).

2. Submit the prepared documents by email to payment@servercore.com.

3. To enhance the security of the account access recovery procedure, we may request additional documents.

Uzbekistan

1. Prepare the documents:

   • an application using the template;
   • organization TIN;
   • a document confirming the authority of the person who signed the access recovery application (for the CEO/General Director, this is a copy of the appointment order or appointment decision; for other individuals, a power of attorney).

2. Submit the prepared documents by email to payment@servercore.com.

3. To enhance the security of the account access recovery procedure, we may request additional documents.

Kenya

1. Prepare the documents:

   • an application using the template;
   • PIN Certificate;
   • a document confirming the authority of the person who signed the access recovery application (for the CEO/General Director, this is a copy of the appointment order or appointment decision; for other individuals, a power of attorney).

2. Submit the prepared documents by email to payment@servercore.com.

3. To enhance the security of the account access recovery procedure, we may request additional documents.

Individual or individual entrepreneur

1. Send a request by email to support@servercore.com.
2. We will send you questions about your account and activities in it.
3. Answer the questions in as much detail as possible.
4. If you provide more than 80% correct answers, we will change the email address.

Disable two-step authentication without access to the control panel

For your information

Only the Account Owner can submit a request to disable two-step authentication without access to the control panel.

If you are not the Account Owner, contact the Account Owner — they must delete you from the user list and add a new user with correct details.

Legal entity

Kazakhstan

1. Prepare the documents:

   • an application using the template;
   • organization BIN;
   • a document confirming the authority of the person who signed the access recovery application (for the CEO/General Director, this is a copy of the appointment order or appointment decision; for other individuals, a power of attorney).

2. Send the documents by email to payment@servercore.com.

3. If questions arise, we will request additional documents.

Uzbekistan

1. Prepare the documents:

   • an application using the template;
   • organization TIN;
   • a document confirming the authority of the person who signed the access recovery application (for the CEO/General Director, this is a copy of the appointment order or appointment decision; for other individuals, a power of attorney).

2. Send the documents by email to payment@servercore.com.

3. If questions arise, we will request additional documents.

Kenya

1. Prepare the documents:

   • an application using the template;
   • PIN Certificate;
   • a document confirming the authority of the person who signed the access recovery application (for the CEO/General Director, this is a copy of the appointment order or appointment decision; for other individuals, a power of attorney).

2. Send the documents by email to payment@servercore.com.

3. If questions arise, we will request additional documents.

Individual or individual entrepreneur

1. Send a request by email to support@servercore.com.
2. We will send you questions about your account and activities in it.
3. Answer the questions in as much detail as possible.
4. If you provide more than 80% correct answers, we will disable two-step authentication.

Request adding an IP address to the allowlist for account access

For your information

A request to add an IP address to the allowlist if account access is restricted by IP address can only be sent by the Account Owner.

If you are not the Account Owner, contact the Account Owner — they must add your address to the allowlist.

Legal entity

Kazakhstan

1. Prepare the documents:

   • an application using the template;
   • organization BIN;
   • a document confirming the authority of the person who signed the access recovery application (for the CEO/General Director, this is a copy of the appointment order or appointment decision; for other individuals, a power of attorney).

2. Send the documents by email to payment@servercore.com.

3. Wait for a response from a Servercore employee; they may request additional documents to enhance the security of the account access recovery procedure. The Servercore employee will check the documents and add your IP address to the allowlist to access the account.

Uzbekistan

1. Prepare the documents:

   • an application using the template;
   • organization TIN;
   • a document confirming the authority of the person who signed the access recovery application (for the CEO/General Director, this is a copy of the appointment order or appointment decision; for other individuals, a power of attorney).

2. Send the documents by email to payment@servercore.com.

3. Wait for a response from a Servercore employee; they may request additional documents to enhance the security of the account access recovery procedure. The Servercore employee will check the documents and add your IP address to the allowlist to access the account.

Kenya

1. Prepare the documents:

   • an application using the template;
   • PIN Certificate;
   • a document confirming the authority of the person who signed the access recovery application (for the CEO/General Director, this is a copy of the appointment order or appointment decision; for other individuals, a power of attorney).

2. Send the documents by email to payment@servercore.com.

3. Wait for a response from a Servercore employee; they may request additional documents to enhance the security of the account access recovery procedure. The Servercore employee will check the documents and add your IP address to the allowlist to access the account.

Individual or individual entrepreneur

1. Send a request by email to support@servercore.com.
2. Wait for a response from a Servercore employee; they will send questions about your account and activities in it.
3. Answer the questions in as much detail as possible.
4. Wait for a response from a Servercore employee. If you provide more than 80% correct answers, the Servercore employee will add your IP address to the allowlist to access the account.