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.