To access your account online you will be asked to specify your email, password and passphrase (if it has been set).  If you have forgotten your password but you know the email address you use to access our Online Service, please use the reset your password service.

If you are unsure of the email address you use to access our Online Service you can also try one of the follow options:

• Contact another administrative contact on the account who will be able to update your email address
• Contact your registrar, who will be able to update your email address
  

If you have tried all of the above avenues to gain access to your account, and they have not been successful, then you may wish to submit a Re-establish your identity case to us.  To use this service you will need to pay an administrative fee of £10.00 + VAT, which is non-refundable.

However, if you are listed as a contact and have set up the security questions on your account and can answer them correctly, the administrative fee does not apply, and the process is fully automated.

Lost passphrase

If you have forgotten your passphrase, you will also need to re-establish your identity. If you are listed as a contact on the account and have previously set up security questions, these can be used to confirm your identity. If security questions have not been set up then you will need to submit a re-establish identity case - this will incur a charge of £10.00 + VAT.

Please note that re-establishing identity is a manual process and a member of staff will review your request. We aim to respond to all re-establish identity requests within one working day of receipt.

Log in to Online Services to Re-establish your identity.