Lost user account access - what can I do?

Losing access to your user account can be frustrating. Luckily, there are a lot of things you can do to recover or reset your credentials.

Depending on the original circumstance of your contact information, you may be able to retrieve, recreate or unlock that contact information (email address from an outside provider), so you can receive the Hover account password reset email.

Hover takes account security very seriously. If you're unable to recover, recreate or access the account contact email address on file to re-establish your account access, we will require you to send us a notarised affidavit for the name on your user account.

Do I always need a notarised affidavit to regain lost account access?

No.  Before going to the hassle and expense of obtaining a notarised affidavit, have a look through this list of scenarios below. You may find another way to regain access to your user account.

If any of these circumstances fit your situation, try these first:

Lost your Hover user account password?
Lost your Hover user account username?
I get an "email address not found" error when I request a password reset email or to have the username sent to me
I'm an old NetIdentity customer - I get an "email address not found" error when I request a password reset email
Hover user account email address on file is an email provider I'm locked out of
Hover user account email address on file is a free provider account that is closed/no longer exists
The contact email address on file with my Hover account was from my friend's web hosting - I don’t use it anymore
The user account for our company assets was created by a former employee I just fired and I don’t have the login credentials. The email address on file belonged to them and it’s based on our company domain.

None of these situations apply to me. Is there anything else I can do?

Important Note - Identity Verification Before Allowing Account Access

 

1. Lost your Hover account password?  Request a password reset email here:

https://www.hover.com/signin

Find the step-by-step instructions here:  How to: Reset your Hover account password or recover a lost username

 

2. Lost your Hover account username? Have the username for your account sent to your account contact email address here:

https://www.hover.com/signin

Find the step-by-step instructions here: How to: Reset your Hover account password or recover a lost username

 

3. I get an "email address not found" error when I request a password reset email or to have the username sent to me. The system says I don't have an account!

If you see the "email address not found" error, not to worry.

This error means the email address you entered you isn't a contact email address on file on any Hover account.

The account contact email address is the contact info you saved in your account for us to contact you with. It's the address we send renewal reminders and Support contacts to. It could be your ISP address or another free provider that you used in the past before you bought domains or email services from us.

If you bought email services from us and were entering one of those addresses, this would be why you saw the error. Try the contact address you originally saved in the account before you bought the email service. This could immediately solve your access problem.

 

For legacy NetIdentity customers in Hover, the account contact email address on file with your Hover account probably isn't the personal name email address you pay for every year. If you haven't changed it, it would still be the contact email address you originally set up in the My Account area of the old NetIdentity system.

Try requesting the password reset email or the username reminder email with that contact info.  If you haven't changed it, that's the one that's still attached to your user account. This may immediately solve your access problem.

 

4. I don't have the username and password anymore and the email address on file is an old email provider (Yahoo, Gmail, Hotmail, Outlook, etc) that I'm locked out of.

All email providers have password reset/recovery instructions. Locate the link to their tool, so you can reset the password to that email account and gain access. Then you'll be able to receive a password reset email for your Hover user account.

 

Password reset/recovery options from some popular email providers that may help you:

Change or reset your Gmail email password

How to reset your Microsoft Outlook account password

Change or reset your Yahoo email password

Change or reset your Hotmail/Windows Live email password

Change or reset your FastMail email password

Reset your AOL email password

Forgot Verizon email password

Change or Reset Your XFINITY (Comcast) Password

 

5. My Hover user account email address on file is a free provider or ISP account that is closed/no longer exists. What can I do?

Most free provider email addresses can be recreated after they've been closed down for a period of time. To save you the time and cost of creating an affidavit to verify your identity, you could try creating that same email address again.

Check the free email provider first and see if the email address is available. This may easily solve the issue of not being able to receive the Hover password reset email and save you a LOT of time.

If you find your old account is still active, but you're locked out, try the password reset/recovery option for that free email provider and see if you can gain access that way. This will also save you a lot of time and effort. Check the list above for links to the recovery/reset options for a list of popular email providers.

For an old ISP email address, if you still use that same Internet provider (Internet Service Provider, ISP),those email address lockouts are easy to solve. Contact your ISP provider. Even if you haven't used the email account that goes with your Internet service for a long time, as a paying customer of that ISP, the email address is still yours. They can easily help you gain access to it.

Once you can login to that old email address, you'll be able to receive a Hover user account password reset email or username reminder email. This may immediately solve your access problem.

 

6. The contact email address on file with my Hover account was from my friend's web hosting - I don’t use it anymore.

All is not lost here. Are they still in control of that domain? Do they still provide hosting services for it? If the answer is yes, you may have just found your solution. 

The easiest thing to do here is give them a quick call. Ask if they could temporarily recreate that same mailbox for you. If they're willing to do that for you, then you’ll be able to request a password reset for your Hover user account. Problem solved!

And, of course, once you've gained access to the Hover account, you can update the account email contact address to the email address you use now.

 

7.The user account for our company assets was created by a former employee I just fired and I don’t have the login credentials. The email address on file belonged to them and it’s based on our company domain.

There may be an easy solve in here for you if this is your situation.

If you have a company website based on your company's domain name, chances are good your current company network admin, webmaster or yourself are in control of that web hosting account. If you're also using them for your email service, the easiest thing to do would be to simply recreate the old employee's mail account temporarily.

Doing this would allow you to receive the password reset email from Hover, so you can gain access to the user account to work with your company domain name. Once you've gained access to the Hover account, you can update the account email contact address to an email address you use now. And while you're updating the contact details, another good idea is to create an email address that multiple people in your office can access. Then you'll never be stuck for access to your domain again in future.

Once the account contact email address has been updated in the Hover user account, you may delete that old admin's email address from your web hosting account again.

 

8. None of these situations apply to me. Is there anything else I can do?

Maybe. If you've exhausted all your options for verifying yourself as a Hover customer, there are two possible solutions depending on your location in the world.

If you're located in the US, we can schedule a call from our Security Team to perform an alternate type of identity verification. They'll ask you a series of questions using available information from a variety of secure sources. If you're able to answer these questions correctly - great! We'll consider you verified and one of our advisors will give you a hand resetting your password and get you back into your Hover user account.

Failing that, though, your last option (for customers who are US citizens) is to verify your identity by affidavit.

If you're located outside the US, due to the way information is stored online in other locations, there's a low amount of information available through various secure sources that could be used for verification. This means, the alternate method of verification isn't possible for customers outside the US right now.

If you've exhausted all your other options, your last option (for customers outside the US) is to verify your identity through affidavit.

If you've run through all the other options and do need to submit an affidavit to verify your identity so you can regain account access, we have some specific information about affidavits here that can help: Lost account access - verify your identity through affidavit

 

Important Note - Identity Verification Before Allowing Account Access

All Hover advisors verify user account holders by PIN number before sharing or discussing the private details of an account with anyone who contacts us. It's the only way we can know it's you. When that's not possible, we're unable to discuss the details of that account.

Hover takes account security and the private info in your account very seriously. If you're unable to recover, recreate or access the account contact email address on file to re-establish your account access, we will require you to send us a notarised affidavit for the name on your user account.  Again, there's no other way for us to know that it's you.

The name of this type of verification document varies by region and country. No matter what it may be called where you live, what we're looking for is a document of verified identity. Something that states the person named within it stood before a person who has the authority to attest to that and showed them identification that matched that name. The document would be stamped and signed by that authority in their official capacity. This could be a Notary Public, Commissioner of Oaths, Justice of the Peace, lawyer, solicitor or whoever has the authority to make that type of identity verification in your region.

We also verify the authenticity of these documents as a further layer of additional security.

This means, emailing us an affidavit does not give you instant access to a user account. We will contact you to help you gain access to the user account when that document verification has been completed. This could take up to several days or weeks if the signing authority on your document can't be reached.

If the document you provide to us doesn't verify the identity on the user account? Sorry, but we won't be able to give you access to that account.

An affidavit is the only document we accept for account owner identity verification when all other avenues have failed. There really is no other way for us to know it's you and we don't want to give access to your account to anyone who doesn't belong in it.

Our advisors can help you with exactly what you need to have in this notarised document.

 

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