It’s common for the original purchaser to have left the organisation, leaving the subscription email and access details unavailable.
In most cases, we can restore access to the existing subscription so that your history, alerts, billing details, verified domains, and API keys remain unchanged. If the original email inbox is no longer accessible, we can transfer the subscription to a new email address once ownership has been verified.
Please submit a support ticket and include as much information as possible so we can confirm your connection to the subscription and securely restore access.
Best identifiers
- Invoice number
- Quote number
- Receipt number
Helpful billing details
- Billing date or approximate month of payment
- Payment method used
- Last 4 digits of the card
- Organisation name used on the purchase
- Old contact name or email if known
The more information you provide, the faster we can safely restore access.
Why do we ask for this?
Subscriptions contain sensitive security data and alerts. We need to confirm ownership before we can grant access to protect both you and the original purchaser.
How do I avoid this problem in the future?
We strongly recommend using a shared mailbox such as:
security@company.com
it@company.com
privacy@company.com
This helps ensure that access remains with the organisation rather than a single employee, reduces the risk of lockouts when staff change, and eliminates the need for manual recovery.