Assisted Account Access Recovery (AAAR)

You can use the AAAR process to recover your account access in the following situations:

• You can't recover or reset your account password because you've lost access to the primary email address of your account.

• You need to access your domain name (registered under your name or business) from someone else's account that you don't have access to.

To Request an Account Access Recovery

1. Secure the requirements based on the category you fall into: 
   
   Personal
   If the name of the account you want to recover is an exact match of your name, or if you are the registrant of the domain name you wish to access, secure the following requirements:
   
   • A signed request letter using the AAAR template A below.
     
   • A clear copy of your valid photo ID (e.g. Driver's license or Passport).
     
   
   Business
   If you are the owner of the business or company name listed as the account holder of the account you want to recover or the owner of the business or company listed as the registrant of the domain name you wish to access, secure the following requirements:
   
   • A signed request letter using the AAAR template B below.
     
   • A clear copy of your valid photo ID (e.g. Driver's license or Passport).
     
   • A copy of the Business Document that shows your name as the owner of the business that is associated with the account (e.g. Company Extract from ASIC for businesses in Australia).
     
   
   Note: To help you understand why we collect personal data, please see our Privacy Policy.
   
2. Send the requirements to billing@crucial.com.au
3. Please wait for our Billing and Risk Mitigation Associate to reply to your request within 48 hours.

⚠ Important:  

• This request will pass through different levels of validation for security purposes.

• Depending on the scenario and rights of the requester over the account, we may only allow you to access specific domain names that you own by transferring them to a new account.

• Considering that this process is so sensitive, we reserve the right to decline a request or change the requirements with no further explanations for security purposes.

AAAR Templates

Read the steps above to know which template you will use.

AAAR Template A

This is to notify you that I am requesting to change the email address of my account, with Client ID (#xxxxx).

Current Email Address: (current@email.com)
New Email Address: (new@email.com)

I, (name) confirm that the domain name/s (domain/s) is owned & operated by me, and I am authorised to manage the domain name/s.

I confirm that all information in this letter is true and correct, and I will be liable for any complaints, legal claims, or damages brought against us for this change of access information.

I also understand that this request may result in moving my domain(s) to a new account when deemed necessary.

⚠ Important:  If your account has an associated business, we require the request letter with business letterhead.

AAAR Template B

This is to notify you that I am requesting to change the email address of my account, with Client ID (#xxxxx).

Current Email Address: (current@email.com)
New Email Address: (new@email.com)

I, (name), confirm that the domain name/s (domain/s) is owned & operated by (business name), and as (title), I am authorised to act on behalf of this business and manage the domain name/s.

I confirm that all information in this letter is true and correct, and I will be liable for any complaints, legal claims, or damages brought against us for this change of access information.

I also understand that this request may result in moving my domain(s) to a new account when deemed necessary.