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How To Complete a Primary Contact Replacement, an Email Reset, or Change of Ownership

Important: This article does not apply to customers who log in via support.web.com. If you log in through support.web.com, please see How Do I Update My Account Information? for more information on how to update your account information.

There are times when one of the following tasks needs to be completed in your account. Choose from one of the following topics to learn more.

Note: A 60-day security lock, enforced by ICANN, will be applied to your domains if the email address, name, or organization name is changed using the above choices. We can't bypass or expedite this lock, nor can it be disabled in the Account Manager. What are the Different Types of Domain Locks? provides more information. You can visit  ICANN's website as well for more information.

Change the Primary Contact

The Primary Contact acts as the Account Holder's legal representative and has complete ability to handle the account (a person or company). If a company owns an account and you need to change its Primary Contact, you can ask the current Primary Contact to log in to the account and make the necessary changes. You must submit a Primary Contact Replacement request if the present Primary Contact is unable to do so or is no longer connected to your business.

To update the primary contact, first, you will need to collect all three required documents:

  1. Full-Color Government-Issued Photo ID A valid, unexpired, full-color, government-issued photo ID for the individual asking to be the primary contact.
  2. Two Organization Documents – Choose any 2 of the following recent organization (not personal) documents:
    1. Utility Bill ​Dated Within 90 Days of the Submission Date
    2. Business License ​
    3. Letter of Incorporation ​
    4. A Tax Return or Tax ID Document ​

NOTE: The address on the supporting documents and the organization address must match.​

If you already have a User ID, you don't need to create a new one. If you have more than one user ID, you can merge them together. For more information, see How to Merge User IDs.

After you’ve submitted the required documents, please us give 24-48 hours to review your request. After the review, we will contact you to discuss the next steps of your request.

 

Steps to Submit the Primary Contact Change Request
  1. Click the button above to initiate the request.
  2. Enter the domain name in the Domain Name field, then click Continue.

The account information field

  1. If you have an existing User ID, enter it in the User ID field under the Have an existing User ID? Section and click Continue.
    1. New User - – In the Create New User ID section, create a new User ID and password. After confirming your password, click Create Account. You will be prompted to create your profile. Proceed to step 4 once you have finished creating your profile.

Field to enter the User ID or Create a New User ID

  1. Upload the required documents you gathered.

Button to upload documents

  1. You will see a page stating your request was submitted. We will review and process your request in 24-48 hours.

 

Change Your Email Address

If are an existing account contact and need to update your email address, you can log in to the account and make the necessary change. If you can’t make the change due to one of the below scenarios, you must submit a request to change the email address associated with your User ID.

  • Your email address is no longer valid
  • You can’t access the account using your login information and can’t access your email address on file

To update the email address on your account, first, you will need to collect all the required documents:

  1. Full-Color Government-Issued Photo ID – A valid, unexpired, full-color, government-issued photo ID for the individual asking to be the primary contact.
  2. Utility Bill – A bill dated within 90 days of the submission date. You can use bills such as a water bill, gas bill, electricity bill, or telephone bill.

What if I don’t have a valid utility bill?

You can submit any one of these documents:

  • Leases
  • Credit Card Statements dated within 90 days of submission
  • Bank Statements dated within 90 days of submission
  • Vehicle Insurance (policy documents or a bill, so long as an address is listed in addition to the name)
  • Vehicle Registration Card
  • Student/Worker Visas
  • Voided Check ​

Note: The address on the supporting document and the address on your photo ID must match.

Once you have submitted the required documentation, please allow 24-48 hours for us to review your request. Once complete, we will contact you with the next steps in regard to your request

Replace Contact Email

Steps to Submit the Email Address Change Request
  1. Click the button above to initiate the request.
  2. Enter your first name, last name, phone number, and new email address.

Fields to enter the contact information

  1. Upload the supporting documents you’ve gathered.

Button to upload documents

  1. Check the box next to I'm not a robot.
  2. Read and agree to the conditions.
  3. Click Submit.
  4. You will see a page stating your request was submitted. We will review and process your request in 24-48 hours.

 

Change Domain Ownership

Transferring domains internally from one Web.com® account to another is done through a Change of Registrant, also known as a Registrant Name Change Agreement (RNCA).

For further information on how to submit an RNCA request, see What is a Change of Ownership on a Domain (Registrant)?

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