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Why do I have to verify my identity to get support help? Print

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Why do I have to verify my identity to get support help?

HostGator is committed to protecting your account and your personal information. Therefore, we can only offer basic help and general information without verifying who you are.

If you need account specific information, or changes to your account, we will require you to verify your identity per our current internal procedures.

If you cannot verify your identity, then we do not feel safe to provide you account specific services.

What if my website is down?

If your site is down or not behaving as expected, we ask you to verify your identity because most of the time resolving the issue requires that we make changes to your account, site or server, and requires us to discuss confidential information about your site, such as your server and script setup.

If you do not verify your identity, we would not be able to take the necessary actions needed to resolve the issue.


The best way to avoid verification procedures is to send all your support and billing requests via your GB Client billing account.

  1. Login to
  2. In the left hand menu, under the Support TIckets heading, click the "Create a Ticket" link
  3. Fill out the form with your questions or problems
  4. You will get an automated email confirming we received your request
  5. You will receive a reply shortly, without needing to verify

NOTE: If you simply send us an email, even if it is from the primary email address listed on your account, we will still ask you to reply back to our email as verification you are the owner. The reason we must be so careful is because an email message can look like it is from your address, when actually it is not (it is spoof email).

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