User account FAQ

Updated September 16, 2024 06:20

Frequently asked questions about managing your account

I've forgotten / lost my account password and/or username

Enter your security email address here:

https://account.gandi.net/en/recover_account

You will receive an email with your username and a link to reset your password.

Then log in here: https://id.gandi.net/en/login

How can I disable 2FA, U2F or IP restrictions?

If you lose your key, don't have access to your 2FA device, or your IP address has changed and you can no longer access your account, please complete this form:

https://docs.gandi.net/en/_downloads/b1aee1ad0eb5fa374c7ceb476fd97ea9/security-deactivation-en-v5.pdf

and send it to support-en@support.gandi.net

I'm getting an error telling me that my email address is already being used, help!

An email address can only be used for a single user account in Gandi V5. If you try to create a new account from your old Gandi handle (AB1234-GANDI format) and you get this message in response, there are two possible options:

If the first and last names are identical in both accounts: We recommend that you import this "classic" account into your existing V5 account. This will "merge" the two accounts and you'll be able to manage the products in both from your V5 login.

If the first or last name is different between the two accounts : It will then be necessary to change the email address of one of the two accounts (classic V4 or V5) in order to create a new account. It is not possible to merge two accounts with different information, as they are not legally the same person.

How can I change the language of my account?

Go to the site's home page (https://www.gandi.net) and scroll down all the way to the bottom of the page. Click on the option to "Change Language" and select the language you want to use from the drop-down menu that appears. Choosing the interface language in this way will override the preferences you may have set in your user settings.

What is the correct zip code format?

The zip code format differs from one country to another. According to international rules, the format is set within a strict framework that must be adhered to. This also includes spaces. The rules are available on this page: https://en.wikipedia.org/wiki/List_of_postal_codes

I have other classic V4 accounts to migrate

If you were managing your products via several different handles on the classic interface, you can try to merge them all during migration.

For our system to accept the migration to your V5 account, the classic V4 account and the V5 account must use the same email address. Go to https://migrate.gandi.net/en/login to start the migration/merger process.

If your classic (v4) account is an "individual" account and the "legal" information matches that of the V5 account's personal organization, the account will be merged. Otherwise, please refer to the question below.

If the classic account is a business type account, it will be imported as an organization into the V5 account, and either be merged with an existing organization if the legal information matches, or as a new organization.

My new account is not compatible with my v4 "handle" account, why?

If you try to merge a "classic" V4 account (or "handle", with AB1234-GANDI format) with your V5 account and the system warns you that they are incompatible, this may be caused by one of the following factors:

Your V4 "handle" account matches a Physical Person (as opposed to an entity such as a company, an association or a public body) but with a first or last name that differs from those of your V5 account. In this case, you will be asked to create a new Gandi account with the same information as your classic account. If you then wish to manage all your products from a single account, you will need to perform an owner change to become the legal owner of these products.
Both your Classic and V5 accounts have billing histories. If you have purchased Gandi products with both accounts, we will not be able to import your handle into the V5 account. This is to protect any benefits (i.e. preferential pricing) you may have accrued from previous purchases at Gandi. If you still wish to merge these accounts, please contact customer support.
You still have money in your handle's prepaid account. It is not possible to "merge" prepaid accounts for reasons of traceability. Contact us at support-en@support.gandi.net

How can I clear my browser's cache and/or cookies?

There are many potential reasons why you may need to clear your browser's history, particularly if requested by our support team. The list of links below will take you to your browser's specific instructions for clearing your cache and cookies.

Firefox

https://support.mozilla.org/en-US/kb/how-clear-firefox-cache

https://support.mozilla.org/en-US/kb/clear-cookies-and-site-data-firefox

Chrome

https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop

Safari

https://support.apple.com/en-us/105082

Opera (EN)

https://blogs.opera.com/tips-and-tricks/2023/04/clean-browser-and-remove-trackers/

Internet Explorer

https://support.microsoft.com/en-us/windows/delete-and-manage-cookies-168dab11-0753-043d-7c16-ede5947fc64d#

Edge

https://www.microsoft.com/en-us/edge/learning-center/how-to-manage-and-clear-your-cache-and-cookies