Account recovery requires identity and authority checks when the normal password-reset or two-factor method cannot be used.
Applies to: Customer Portal access and account security
Customer Portal security protects billing information, services, domains and support history. Use a unique password, keep recovery methods current and treat unexpected sign-in messages as potentially fraudulent until verified.
Before you start
- Try the normal password-reset process first when the account email address is still accessible.
- Gather the customer number, recent invoice or service details and evidence that identifies the account owner.
Step-by-step
- Confirm whether the problem is the password, access to the registered email address, the authenticator device or more than one of these.
- Check any securely stored recovery codes and approved backup authentication methods before requesting a manual reset.
- When the registered mailbox is unavailable, recover that mailbox through its provider if possible; changing the WHMCS account email is not a substitute for proving ownership.
- Open a recovery request through an available authorised contact or the published contact route. Explain exactly which factor is unavailable and when access was last successful.
- Complete the verification requested by Tudor Internet. The information required depends on the account type and risk of the requested change.
- After access is restored, change the password, re-enrol two-factor authentication, store new recovery information and review account users, services and recent tickets.
Confirm the result
- The restored account uses a current email address and a newly configured second factor.
- No unauthorised users, orders, domain changes or support replies are present.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| The account holder has left the organisation. | The requester may not yet have documented authority to control the organisation's account. | Provide company, charity or organisational evidence and an authorised instruction rather than attempting to use the former user's credentials. |
| The recovery request cannot be verified. | The supplied details do not reliably connect the requester to the account. | Provide additional documentary evidence through the secure method requested; do not post identity documents in an ordinary ticket unless specifically instructed. |
Important notes
- Manual recovery may take longer than a normal password reset because it can enable access to services, billing information and domains.
When to contact Tudor Internet
Open a ticket through the Customer Portal when the checks above do not resolve the issue, when an action is unavailable for your service, or when continuing could risk data loss or service interruption. Include the following so the request can be investigated efficiently:
- The customer account email address
- The affected invoice, service, domain or ticket number
- The exact message and the time it appeared
Do not send passwords, private keys, full payment-card details, one-time authentication codes or unredacted identity documents in an ordinary support reply.
Related articles
- Reset a forgotten Customer Portal password
- Enable two-factor authentication
- Add or manage account users and contacts
- Secure your Tudor Internet account
- Recognise a fake Tudor Internet login or payment message
Last reviewed: 2026-07-18.
