Verification helps prevent fraudulent orders, unauthorised domain changes and takeover of customer accounts.
Applies to: Abuse, complaints and account verification
Complaints, abuse reports and verification cases may require additional evidence and careful handling. Provide factual information, avoid publishing sensitive data in public channels and preserve relevant records while the case is reviewed.
Before you start
- Confirm that the request appears in a Customer Portal ticket or another verified Tudor Internet channel.
What you need to do
- Read what action is being verified: a new order, account recovery, contact change, domain request, payment anomaly or eligibility application.
- Provide only the evidence requested and use the secure submission route specified in the case.
- Ensure organisation documents and the requester name match the account or explain legitimate differences such as trading names or trustee changes.
- Redact information that is not required, but do not alter the fields needed to prove identity or authority.
- Wait for confirmation before repeating the order or opening several tickets, because duplicate cases can make the risk review harder to reconcile.
- After approval, keep account details and authorised contacts current to reduce future delays.
Confirm the result
- The case records enough evidence to confirm identity, authority and the requested action without retaining unnecessary data.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| The verification email seems suspicious. | Attackers sometimes imitate identity or payment checks. | Sign in directly to the Customer Portal and verify that the request exists there before supplying anything. |
| The applicant name differs from the organisation record. | The person may be an employee, agency, trustee or new officer whose authority is not yet documented. | Provide an authorised instruction or public/official evidence connecting the requester to the organisation. |
Important notes
- Verification outcomes and required evidence depend on risk and service type; passing one review does not permanently exempt future high-risk changes.
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
- Recover Customer Portal access when email or two-factor authentication is unavailable
- Recognise a fake Tudor Internet login or payment message
- Information needed for a Charity Hosting eligibility check
- Make a formal complaint
- Report abuse involving a Tudor Internet service
Last reviewed: 2026-07-18.
