I can't log in anymore: lost access to my email address or phone, or the customer has passed away

Normally you request a new password yourself via Forgot password on My WebOké. You can do this by email, or via WhatsApp if your mobile number is in your customer profile (see Using WhatsApp with WebOké). When you log in, we then also send a code to your email address (or via WhatsApp or SMS to your mobile number), or ask for the code from your authenticator app.

Can you no longer access the email address we have on file, WhatsApp on that number, or your authenticator app? Then you can't get back in on your own. The same applies if the customer has passed away and a surviving relative wants to take over or cancel the account.

In that case, we never simply put a different email address on the account or send a new password based only on a ticket, WhatsApp message or phone call. We can't be sure that you really are the right person, and we could end up giving unauthorised people access to websites, email and domains. That's why we ask for proof.

You are the customer yourself

Send an email to support@weboke.eu, or submit a ticket without logging in via Contact without an account (guest ticket), including:

• your customer number or the domain name and the name the account is registered to;
• the new email address and/or mobile number we should set;
• a copy of a valid ID document (passport, identity card or driving licence) in the same name as the account;
• any other proof that you are the owner, for example proof of payment of one of our invoices.

The account is registered to a company, association or foundation

In that case, in addition to a copy of your ID, also send proof that you are authorised to act on behalf of the organisation: a recent extract from the trade register (in the Netherlands, the KvK) listing you as a director, owner or authorised signatory. If you are not listed on the extract yourself, send a written authorisation signed by someone who is listed, along with a copy of their ID.

The customer has passed away

As a surviving relative, do you want to take over the account, have the details changed or cancel products? Send an email to support@weboke.eu including:

• a copy of the customer's death certificate;
• proof that you are authorised to act on behalf of the surviving relatives, for example a certificate of inheritance or certificate of executorship from the notary, or a written authorisation from the heirs;
• a copy of your own ID;
• what you want: to put the account in your name and email address, or to cancel (some of) the products and domains.

Was the deceased's account registered to a company, association or foundation? Then the same rules as above apply: the new director or authorised signatory sends an extract from the trade register and a copy of his or her ID.

Want to cancel everything? In Cancelling products and domains you can read what happens to websites, email and domains afterwards. Don't cancel a domain too quickly if it still has email or a website running on it that the surviving relatives want to keep.

Good to know

• On the copy of an ID document, make the citizen service number (BSN) and the passport photo unreadable. The name, date of birth and validity must remain readable.
• After verification, we update the email address and/or mobile number. You can then request a new password yourself, and the login code will arrive at the new email address.
• We only use the documents for this verification and don't keep them longer than necessary.
• Can you still log in? Then keep your email address and mobile number up to date via My Login Details to prevent this from happening.