What to Do if You’ve Lost Contact With Your Reseller
What to Do if You’ve Lost Contact With Your Reseller
If your website or hosting is with a Krystal reseller and you’re unable to contact them, here’s what to do.
We understand this can be frustrating — while you’re not our direct customer, we’ll do what we can to help.
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.
We cannot help further until you’ve attempted to contact your reseller yourself.
Step 2 — Contact Krystal
Once you’ve tried reaching them and had no response:
Open a support ticket with us. 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 will be as shown on our website.
What About My Domain Name?
If your reseller registered your domain name:
- If it’s in your name and you have access to the registrar account: you can manage it yourself.
- If it’s in their name or you don’t have access: you’ll need their cooperation to transfer it.
- If they remain uncontactable, we can advise you on possible next steps (e.g. disputes with the domain registry).
