I appreciate that this is very frustrating but it is important to understand that any account recovery that bypasses second factor authentication is a very serious matter. GoDaddy start from the assumption that you are an attacker trying to compromise valuable domains (as is attempted day in day out) and they will only grant access after you have proven beyond any doubt that you are the original account owner.
The request for additional documents is not punitive, it is based on a further need to confirm your identity to prevent permanent harm. The time delay is important too, as it increases the likelihood of the true account owner finding out that their email has been compromised. GoDaddy's account recovery team will take their time in ensuring all documents are legitimate, cross-referencing information, verifying it, until they're absolutely satisfied you are you.
Unfortunately, security and convenience are in opposition: the cost of losing your domain permanently is far greater than the cost of losing access for a few weeks. If losing access for 3 weeks is a problem, losing access permanently is a disaster. Keep in mind that some companies will not even allow you to recover an account by verifying your identity, GoDaddy have a robust and reasonable policy.
And you should keep in mind that your frustrated posts will not make things any faster. A very common tactic of attackers is to try and create a sense of urgency, to bully customer support into making quick decisions that are likely to include mistakes (like skipping steps in the process). Although being frustrated is understandable, it could make the process take even more time.
You wouldn't believe the lengths that attackers go to in order to compromise accounts. Domains can be worth millions, control over a domain could grant access to highly secure systems. Forging passports, registering companies and even physical violence are all tactics that attackers use. Ultimately, it is our responsibility as users to be keep our accounts safe: use all of the security tools available to you, including recovery codes.
Thank you for your response.
I am writing to express my significant concern and frustration regarding a recent experience with a domain renewal and account access. I've been a loyal customer for over 14 years, and this issue has caused me considerable professional and personal distress.
The situation began when my domain, which I have owned since 2008, was not renewed. Shortly after its expiration, a person I did not know contacted me via a personal email address and attempted to sell the domain back to me for a price far above its value. I was under the impression that I would have the right to renew the domain, as I have every year. Given that I operate a well-known website under a different extension, it seems someone was closely following this matter, likely aware of its potential value.
I immediately tried to regain access to my account. As a first step, I provided a passport photo, a government ID photo, and a selfie as requested. However, the verification demands escalated. I was asked for a company ID, a document that does not exist in the requested format. After providing an alternative, they then insisted it be in color, which was impossible to produce. The communication seemed to suggest that they did not believe I was the account holder, and they began asking for the details of the "other person" they believed was communicating with them.
Given that my account communications have always been through the email address on file, and my domains are tied to companies I have branded for over 14 years, it feels as though the company is creating deliberate and unnecessary obstacles to deny me access.
In an effort to resolve the situation, I offered to pay for a 10-year renewal in advance, participate in a video call, purchase additional services, and answer the security questions listed on the account. None of these offers were acknowledged or acted upon. The responses I received felt cold and impersonal, as if I were communicating with a bot rather than a human. The requests for already-provided documents or for non-existent individuals led me to a point of deep suspicion about the company's intent, a concern that seems to be shared by many others on Trustpilot.com.
My goal is simply to regain access to my account and the digital assets I have rightfully owned for years. I have been deprived of sleep and had my professional activity stalled due to the fear of losing complete control of my company's online presence. I am sure you can appreciate how frustrating it is to have my long-standing digital assets threatened.
I am hopeful that we can find a creative and common-sense solution to this matter. As a customer of over 14 years, I believe my history and the information I have provided should be sufficient to verify my identity and restore access to my account.
