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1.12. Unable to find service
If you are unable to find a service in your account that you believe should be there (for example, you received an email notification reminding you of the need to renew it), it is most likely that you have logged into a different account, not the one where the service is located.
In this case:
- Please check which specific email you received a letter from us mentioning the desired service, and compare this email with the account email you are logged into. Most likely, they will differ.
- If the emails differ, log out of the current account and log in to another one registered to the email to which we sent the letter mentioning the desired service.
- If after logging in again you see the same account that does not contain the service you are looking for, try logging in incognito mode or clear your browser cache before logging in again.
- If you do not remember the password for the account where the services are located, but you have access to the email that received the expiration reminder, use the access recovery procedure and reset the password.
If you are unable to determine the mailbox to which the account is registered, please contact online chat for assistance and provide the services ordered in the account, invoice numbers, or other information that may help identify the owner.
Situations related to delegation or transfer of rights to services may also occur:
- During access delegation, the actual service owner provides temporary access to another user. In this case, the delegated service is simultaneously displayed in two accounts — in the owner's account and in the account of the person to whom access was delegated. If a service was delegated to you, it did not belong to you. In this case, to regain access to it or obtain any data, you can only contact its owner directly.
- When transferring rights, the service is fully transferred to the new owner. If you do not remember whether the service was in your account and whether you transferred the rights to it, check the list of ownership transfer requests and your account email for any messages mentioning the service in question (for example, emails about a successful order, the need for payment, or the transfer of rights). This may help clarify the situation.
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