The normal password reset sends a link to the e-mail address stored in your account. If that mailbox no longer exists or you cannot read it any more, we have to make sure that you are really the owner of the account before we store a new address for you. How this works depends on whether you can still log in.
You can still log in
If you are still logged in on one of your devices, or you remember your password, simply change the address yourself:
- Click the user icon in the top right corner and open Account.
- In the section E-Mail, enter your new address in E-Mail Address and click Save.
- Confirm the link we send to the new address (see Change your e-mail address).
If something does not work, contact our support from within the admin area (help icon → Contact) or by e-mail to support@hpage.com and include your Support Code. You find it on the same Account page; the code proves to our support that you have access to this account, so no form is needed.
You cannot log in: the identity verification form
Without login and without the stored e-mail address, please use our identity verification form:
Download the identity verification form (PDF)
Fill it in step by step:
- Benutzername / URL (user name / URL): the address of your website, e.g.
yourname.hpage.comor your own domain. - Meine Daten (my details): salutation (Herr / Frau / Firma), company name (optional), first and last name, street and house number, postal code and city, country, date of birth, phone number and your new e-mail address. These details should match the ones stored in your account.
- Ich möchte, dass Sie (I would like you to): tick the first option, store my new e-mail address in my website so that I regain access. The second option asks us to lock the website instead, so that its content is no longer available online; only tick it if that is what you want.
- Proof of identity: tick the document you attach: a copy of your identity card or passport (both sides), a business registration or a commercial register extract for a company, or another suitable document.
- Sign the form with place, date, signature and your name in block letters.
Then send the completed and signed form together with the copy of your document by e-mail to support@hpage.com. Please write the address of your website in the subject line.
What happens next
Our support compares the details on the form with the data in the account. If they match, we store the new e-mail address in your account. You can then request a password reset with the new address and choose a new password. Your website and its content remain unchanged during the whole process.