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What to Do if You’ve Lost Contact With Your Reseller

Updated 1 week ago by Adam Thacker

If your website or hosting is with a Krystal reseller and you can't get hold of them, here is what to do.

Your contract is with the reseller rather than with us - they bought the hosting from Krystal and sold it on to you, so we have no visibility of what you have paid or agreed with them. But your website is on our servers, and there are things we can do. Here they are, in the order that will help you most.

First: save a copy of everything, today

If you have your own cPanel login, do this before anything else - it is the one step that protects you whatever happens next, and it does not depend on your reseller or on us.

In cPanel, open Files > Backup and click Download a Full Account Backup. That single file contains your website, your databases and your mailboxes. Keep it somewhere that is not your hosting - your own computer, or cloud storage.

People often think of the website and forget the email. If your business runs on you@yourdomain.co.uk, that mail lives on the hosting too, and it goes when the hosting goes.

If you cannot log in to cPanel at all, you cannot do this - and unfortunately that also limits what we are able to do later, so getting those login details from your provider is the most valuable thing you can chase.

Step 1 — Try to Contact Your Reseller

  • Check your records for their email, website, or phone.
  • Send them at least one follow-up email if no reply.
  • Keep screenshots of your sent messages as proof.

Please do try this first, and keep a record of it. We are often able to reach a reseller when a client cannot, but we are asked to step in far more often than there is really a problem - and knowing you have already tried, and when, is what lets us take it seriously straight away.

Step 2 — Contact Krystal

Once you have tried reaching them and had no response, get in touch with us:

You do not need a Krystal account to contact us. Please include:

  • Your domain name(s)
  • Screenshots showing your attempted contact with the reseller
  • Any account information you have (e.g. cPanel username)

We’ll check our records and send you the reseller’s latest contact details if applicable.

Step 3 — If Still No Response

If you’re still unable to reach the reseller 7 days after we confirm their details:

  • Let us know and we will also attempt to contact them directly on your behalf.

If there’s no response within 72 hours, and:

  • You have your own cPanel login
  • Backups are enabled in your account

We may be able to help move your hosting onto a standalone Krystal package.

Which would mean moving your hosting away from your current provider to Krystal and becoming a direct customer of ours.

It’s also worth noting:

  • We don’t know the payment terms or contract details with your current reseller, so we can’t advise whether you might face exit fees or similar charges.
  • We may carry out verification checks to satisfy our requirement that you are the business owner — this may include sending us copies of your photo ID.
  • Charges for becoming a Krystal customer are the standard ones shown on our hosting and reseller pages - there is no premium for arriving this way.

We’re unable to help further if you don’t have your cPanel login details — you’ll need to keep trying to contact your current provider to obtain these.

What about my domain name?

Check this early. A domain expires on its own schedule, and if nobody renews it, it eventually stops working and can be registered by somebody else. It is often more urgent than the hosting.

First, find out whose name it is in. Look your domain up on a public WHOIS service - for .uk domains, Nominet's own lookup at nominet.uk/lookup is the authoritative one. That tells you which of these you are dealing with:

  • It is in your name and you have the registrar login - you are in good shape. You can move it or point it wherever you like without anyone's help.
  • It is in your name but you have no login - the registrar can usually help you recover access directly, since you are the registrant.
  • It is in your reseller's name - this is the difficult one, and you will need their cooperation to move it. If they stay uncontactable, there is a formal route: for .uk domains that is Nominet's Dispute Resolution Service, and for .com and similar it runs through the registrar the domain is held with. Tell us what the lookup shows and we will point you at the right one.

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