I can no longer log in: lost email address or phone, or the customer has passed away

Normally, you request a new password yourself via Forgot password on My WebOké. This can be done by email, or via WhatsApp if your mobile number is in your customer profile (see WhatsApp use at WebOké). When logging in, we then also send a code to your email address, or ask for the code from your authenticator app.

Can you no longer access the email address known to us, no longer access WhatsApp on that number, and also no longer access your authenticator app? Then you can no longer get in yourself. The same applies if the customer has passed away and a next of kin wants to take over or cancel the account.

In that case, we never simply set a different email address on the account or send a new password based solely on a ticket, WhatsApp message, or phone call. We cannot then be certain that you are truly the right person, and doing so could give unauthorized persons access to websites, email, and domains. That is why we ask for proof.

You are the customer yourself

Send an email to support@weboke.eu with:

• your customer number or the domain name and the name the account is registered under;
• the new email address and/or mobile number we need to set;
• a copy of a valid proof of identity (passport, identity card, or driving licence) in the same name as the account;
• any other proof that you are the owner, for example proof of payment of an invoice from us.

The account is registered to a company, association, or foundation

In addition to a copy of your proof of identity, also send proof that you are authorized to act on behalf of the organization: a recent extract from the trade register (in the Netherlands the KvK) showing you as director, owner, or authorized signatory. If you are not listed on the extract yourself, send a written authorization, signed by someone who is listed, along with a copy of that person's proof of identity.

The customer has passed away

Would you like, as a next of kin, to take over the account, have the details changed, or cancel products? Then send an email to support@weboke.eu with:

• a copy of the death certificate of the customer;
• proof that you are authorized to act on behalf of the next of kin, for example a certificate of inheritance or certificate of executorship from the notary, or a written authorization from the heirs;
• a copy of your own proof of identity;
• what you want: to have the account put in your name and email address, or to cancel (part of) the products and domains.

Was the deceased's account registered to a company, association, or foundation? Then the same rules as above apply: the new director or authorized signatory sends an extract from the trade register and a copy of his or her proof of identity.

Do you want to cancel everything? In Cancelling products and domains you can read what happens afterwards to websites, email, and domains. Don't cancel a domain too quickly if it still has email or a website running on it that the next of kin want to keep.

Good to know

• On the copy of a proof of identity, make the citizen service number (BSN) and the passport photo illegible. Name, date of birth, and validity must remain legible.
• After verification, we'll update the email address and/or mobile number. After that, you can request a new password yourself, and the login code will arrive at the new email address.
• We only use the documents for this verification and do not keep them longer than necessary.
• Can you still log in? Then keep your email address and mobile number up to date via My Login Details, to prevent this situation.