• What do I do if I have forgotten which email address I use to log in?
• What do I do if I have forgotten my password?
• Who do I contact for help?
• Does my password have to be in a certain format?
• How many attempts do I have to log in?
• Do you have additional security measures when logging into my account?
• What is a passphrase?
• When can I set my passphrase?
• What do i do if I have forgotten my passphrase?
  

• How do I update my own contact details?
• What is the credit limit on my account?
• What does 'remaining credit' mean?
• Why am I unable to access all areas of the service?
• Can I still contact your support team to update my details?
• Can I change my organisation name?
• How do I know which fields are mandatory?
• Will all changes I make take effect immediately?
• Can I add or delete contacts?
• How many administrative contacts can I create?
• What happens if the main contact leaves my company?
• What is the alternative credit account address used for?
• How do I replace my pgp key?
• When does my new pgp key become active?
• Can I have more than one active pgp key per tag?
• Can I view multiple tags for my account?
• What is the default notification email address used for?
• What does my account number mean?
• How does my account number differ from my credit account number?
• Can I pay online for more than one invoice?
• Can I view transactions and old invoices on my account?
• Is it mandatory to enter my bank details?
• Can I give feedback on this service?

What do I do if I have forgotten which email address I use to log in?
Please either email our support team on support@nominet.org.uk or call us on01865 332233 and we will be able to confirm an email address.

What do I do if I have forgotten my password?
You can use the ‘access your account’ link from the log in screen. You can then enter the email address you use to log in and click on the 'access you account’ button. We will send you an email containing a link to create a new password. You can then use these details to login. You will need to select ‘I want to….Manage my customers’ domain names’ to login to your registrar account.

Who do I contact for help?
You can contact our customer services team at support@nominet.org.uk or you can call us on 01865 332233

Does my password have to be in a certain format?
We recommend that you use a combination of alphabetic and numeric characters that includes a good mix of upper and lower case. Also, your password should be more than 7 characters long.

How many attempts do I have to log in?
There is currently no limit for the number of log in attempts you can make to the service.

Do you have additional security measures when logging into my account?
We provide online service account holders with optional enhanced security when logging into their account. This requires an additional passphrase to be set. Once set, users will be asked for 3 random characters from the phrase in order to log into their account.

What is a passphrase?
A passphrase is a string of letters and/or numbers, between 6 and 16 characters long (no spaces), which can be set to provide enhanced security to your account. Once set, every time you log in, you will be asked for your email address, password and 3 random characters from your passphrase. Information about account security is available.

When can I set my passphrase?
The first time you log in, we will ask you to set a passphrase now (recommended) or leave it until a later date. If you decline, you can opt not be reminded again. If you choose not to set your passphrase at this stage, you can do so in the future by accessing your online account with your email address and password and choosing the ‘change password’ option in your account settings.

What do I do if I have forgotten my passphrase?
If you forget your passphrase then you will need to contact customer services on 01865 332233. We will take you through security questions and once answered we will delete your passphrase. You will need to reset your passphrase after you re-access your online account.

How do I update my own contact details?
You can update your own contact details in the Your Details section of the service.

What is the credit limit on my account?
The credit limit on your account is the maximum amount you can spend with us. If you reach your credit limit, we will ask you either to make a payment on account or make early payment of any outstanding invoices. (Please note that our usual payment terms for invoices are 30 days from the date of the invoice).

What does 'remaining credit' mean?
We deduct the balance of your account, and the sum of all chargeable transactions that have not yet been invoiced, from your credit limit. This gives your 'remaining credit' total, which is the maximum amount you can spend before you will reach your credit limit.

Why am I unable to access all areas of the service?
You may not have privileges to view certain information about your account. Alternatively you may not have subscribed to some of our services (e.g. PRSS) and therefore will not be given access to them. In both cases you will receive the message 'Access Denied'.

Can I still contact your support team to update my details?
Yes, although we encourage you to use online services for your account management.

Can I change my organisation name?
Depending on your privileges, you can amend your organisation name by selecting 'Edit' under the Accounts Summary section of the service in the My Account area. We will manually check your request and either accept it or contact you if further information is required.

How do I know which fields are mandatory?
Red asterisks (*) are used to indicate all mandatory fields.

Will all changes I make take effect immediately?
No, there are some fields that are marked with black crosses (†). These fields need to be verified by a member of staff at Nominet.

Can I add or delete contacts?
Depending on your privileges, you can add or delete contacts under the Manage Contacts section of the service in the My Account area.

What happens if the main contact leaves my company?
If your main contact has not changed their details before leaving, you will need to contact our customer services team at support@nominet.org.uk or call on us on 01865 332233 and we will advise you of your options, depending on your particular circumstances.

What is the alternative credit account address used for?
We will not use your credit account alternative address unless we are unable to contact you at your usual trading address. If you are a limited company or plc, you should enter your registered office address. If your usual trading address is a PO Box number, you should enter your postal address.

How do I replace my pgp key?
In the Registrar area of the service under PGP Keys you can add a new pgp key by clicking on the 'Import a New PGP key' button and entering the new key.

When does my new pgp key become active?
Newly imported pgp keys will be made available at the next occurrence of 7:30pm (UK). For example a key added at 8.00pm on a Thursday will not be available until after 7.30pm on the Friday.

Can I have more than one active pgp key per tag?
Yes, you can have multiple PGP keys per tag.

Can I view multiple tags for my account?
Yes, if you have more than one tag there will be a tab for each of your tags.

What is the default notification email address used for?
We use your default notification email address for any important notifications, e.g. if any domain names are moved to your tag or if there are any changes to registrant information on a specific domain name on your tag. You can select this address for us to email the invoices for domain name registration and renewal fees, and also the advance warnings of domain names on your tag that require renewal.

What does my account number mean?
Your account number is unique and is the main number we use to identify you. You can quote it in connection with any of the services within your account.

How does my account number differ from my credit account number?
The account number is associated with all the services you have with Nominet. If you have a credit account with Nominet, you will also have a credit account number. We will quote your credit account number on the invoices applied to your credit account and on the statements that we send to you.

Can I pay online for more than one invoice?
Yes, you can do this in the Credit Account area of the service under Online Payments. If you would like to pay online for one or more invoices, you can select the invoices and click on the 'Enter card details' button.

Can I view transactions and old invoices on my account?
Yes, you can view all your transactions and old invoices in the Credit Account area of the service under Transaction History. The screen shows you all your transactions and the balance of your credit account for the past month. If you would like to view your account over a longer period, you can select the number of months or enter 'from' and 'to' dates.

Is it mandatory to enter my bank details?
No, currently we do not require your bank details. Any bank details we hold for you are those that you gave us when you applied for your tag.

Can I give feedback on this service?
Yes, we would welcome feedback on our online service. You can submit feedback by using the links on certain pages in your online account. You can also submit a secure message through your account, or alternatively you can send any feedback to support@nominet.org.uk