How To Recover Account Access

The Vodien Account Access Recovery (AAR) process refers to changing the email address of your account. You can use this process if any of the following happens:

• You can't receive the password reset link because the existing account email address is no longer working, or you don't have access to it.
• You can't confirm the email on file update because the existing account email address is no longer working, or you don't have access to it.

 

Who can request for Account Access Recovery

Anyone can contact us to recover an account. However, the request letter and requirements must come from the following authorized requesters.

Primary Contact

• The default Primary Contact is the person listed in the First and Last name field of the account.
• In the case where a business name is used in the First and Last name field of the account, the owner of that business is considered as the Primary Contact.

Secondary requester (for deceased Primary Contact)

• The legal spouse of the deceased Primary Contact (if married)
• An immediate family member (if the deceased was unmarried)

 

How to request for an Account Access Recovery

1. Secure the following requirements:
   • A signed AAR request letter from the Primary Contact or Secondary Requester using the right templates below:
     • If there's no associated business in the account profile: VD - AAR request letter template - personal
     • If there's an associated business in the account profile: VD - AAR request letter template - business
        
   • A government issued ID of the Primary Contact or Secondary Requester.
      
   • (Additional: if the account profile has an associated business) A copy of the Business Document that shows the Primary Contact as the owner of the business (e.g., Company Extract from ASIC for businesses in Australia, Bizfile from ACRA for businesses in Singapore).
     
      
   • (Additional: for deceased Primary Contact) A copy of the account owner's death certificate, reflecting the secondary requester as the wife, husband, or immediate family member.
      
2. Contact our Customer Support team over the phone for the instructions on how the requirements can be collected and verified.
   • Press 3 on the IVR
      
      

     IMPORTANT.

     • This request will undergo multiple levels of security validation.
     • Our team may request additional identity authentication through Nametag Verification.
     • Depending on the scenario and the rights of the requester, access may be granted only for specific domain names, which may need to be transferred to a new account.
     • Considering that this process is so sensitive, we reserve the right to decline a request or change the requirements without further explanation for security purposes.

 

Frequently Asked Questions