Recover access
Tell us exactly what you lost. This isn’t instant: doubt means we say no, and urgency is a sign of an attack, not a reason for us to hurry.
The second factor is the code from the app on your phone that we ask for after your password. Lost the phone or deleted the app, but still have your email and password? Sign in with a backup code.
- Enter your email and password.
- Instead of the app code, enter one of your 10 backup codes — we showed them when you turned on two-factor protection. Each code works once. A passkey from another device works too.
- Once you’re in, we’ll open your security settings: replace the app and issue new backup codes — the old app and any unused codes stop working.
No backup codes and no passkey?
Enter your email and password, and on the code step press “No phone and no codes”. A link will arrive at the account email — with it you confirm the mailbox is yours. Then an operator reviews the request, and we remove the second factor no earlier than 24 hours later. All your channels learn about the request — email, Telegram, the owners and administrators of your organizations — and any of them can cancel it. Once you confirm the request by email — and until it ends — dangerous actions in the account are closed.
No access to the account email? We’ll confirm the account is yours another way. You’ll need:
- a statement signed with Diia.Pidpys or a qualified e-signature (KEP; free at id.gov.ua) — the signer must match the domain registrant; no signature — a photo of an identity document;
- details of your payments: when and how much you paid;
- contact from a channel we already know: Telegram linked to the account, or another email from the domain’s contacts.
Waiting period — 72 hours, and two people make the decision. We’ll notify the old email: if someone other than the owner is trying to recover access, the real owner has time to respond.
Send a request
For a company — only a written request on its behalf. You’ll need:
- a letter on company letterhead signed by the director or another authorised person — a scan, or a document signed with a qualified e-signature (KEP);
- we’ll check the company against the state register (EDR) — it must match the domain registrant;
- confirmation from the company’s corporate email or from a contact person we already know.
72-hour wait, confirmed by two operators.
Send a request
We are not an arbiter. If the dispute is confirmed, we freeze the domain for its duration: no changes, no transfer; renewal continues at the client’s expense.
The decision is up to the parties or UDRP; we carry it out once there is one.
Send a request
Or write to us yourself
- Emailsupport@zrazu.comAttachments welcome — send the signed statement and documents this way.
- Telegram@ZRAZU_BotText only. If Telegram is linked to your account, write from there — it’s a channel we already know.
There’s no phone line: we don’t confirm identity by voice, so everything about access is done in writing.
We never use secret questions. They don’t protect anyone.
Remembered your password? Back to log in