Account Recovery – Lost Access to Primary Email
Last Updated: March 23, 2026
Overview
If you’ve lost access to the primary email address on your KnownHost account. such as an expired domain, a downed server, an unreachable mailbox, or a compromised address. You can still recover your account with the help of our Billing team, provided you have a Recovery Email set up or can verify your identity.
Step 1 – Use Your Recovery Email (If Previously Set)
If you previously added a Recovery Email to your account, the easiest path is to use the “Reset My Password” function on the login page. A copy of the reset email will be sent to both your primary address and your recovery address, allowing you to regain access.
Don’t have a recovery email set? See our guide: How to Set Your Recovery Email We strongly recommend setting one up before you need it.
Step 2 – Contact the Billing Team
If you cannot use the recovery email process, you’ll need to contact our Billing team directly so we can verify your identity and assist you in regaining access.
You can reach Billing through your client portal or via our Contact page.
Step 3 – Identity Verification
To protect your account, our Billing team will ask you to confirm some or all of the following information. The more you can provide, the faster we can verify you.
| Information | Notes |
|---|---|
| Full name on the account | Must match the name on record |
| Last 4 digits of the payment method on file | Credit/debit card or bank account |
| Government-issued photo ID | Will be requested a standard policy |
| Exact physical/billing address on the account | Must match address on file exactly |
| Business license | May be required if the account is registered to a business. The name on the license must match the account’s business name |
Please note: Any identity documentation provided must match the information already on file for your account. Mismatches may delay or prevent recovery.
What Happens Next
Once our Billing team successfully verifies your identity, they will assist you in updating your account’s primary email address so you can regain full access.
If our team is unable to verify your identity with the information provided, your case will be reviewed by a senior team member, who may reach out to request additional documentation.
Tips to Avoid Future Lockouts
- Set a Recovery Email on your account today. It’s the fastest way to recover access.
- Keep your billing and contact information up to date.
- Use an email address on a domain you own and control long-term (avoid using the same domain as your hosting).
For any account questions, reach our team via the Contact page or billing@knownhost.com