verification help!

[hatena]

I purchased the baby plan awhile ago and HG send me a steps how to verify my account. So I attached a scan of my driving liscence and VISA(debit card). After few minutes, they send me this email:

"Hello,

Thank you for responding to our verification request, we appreciate you taking the time to do so.

Your account has been temporarily suspended until we can verify the account ownership.

Because the credit card used is a virtual card, we would like to request a screenshot of the card's online billing statement showing the last four digits of the card number and your name. You can obtain a screenshot by logging into your credit card's website and viewing your account information. Your name and the last four digits of the card's number must be visible. Take the screenshot by pressing the PrtScn (print screen) key on your keyboard, then open Paint and press Ctrl-V to paste it; then save it as a jpg file. You can cover any personal information in Paint.

We apologize for the extra security steps, but we wish to ensure the security of the cardholder as well as protect ourselves from fraudulent activity.

Please provide us with the above information at your earliest convenience.

Thank you for your patience and cooperation. "

I didn't use Virtual CC!! How do I verify my account now???

[hatena]

no moderator?? i really need this done quick. time is gold you know

[GvilleRick]

This is a peer support forum. The post was only made 10 minutes ago. If you need an answer quicker you should contact support directly. You might try contacting Live Chat and see if someone can help you there or let you know what else you might need to do to complete the process.

[striddy]

Originally Posted by hatena

no moderator?? i really need this done quick. time is gold you know

Then contact HG and send them the required verification "quick".

[hatena]

their chat support didn't help me at all.
here's the update of my problem:

After they send me the email stating they need the screenshot of my virtual card, I send them the billing of my Visa card instead because I don't use virtual card. Few minutes later, they replied that they need to see my last 4 digits of my card in the bill... But there's no way I can see my card's number in my online visa account! I replied to them explaining that there's no way I can see my card's number online, I send them the scan of my physical card again. This is their reply:

Dear Customer,

We know that the online account of this particular type of card does not have the last four digits of the card number visible on the account. If you would resend the scan of your credit card, with the account number visible, we can use the last four digits of that number to verify the online screenshot.


oooohhhhh whaaaaat?? For the third time, I send them again my scan of my card. Lets see what will happen.

[hatena]

I really need help here! they send me with this reply:


Dear Customer,

Upon review of your Photo ID, we would need you to take a picture of you holding your Photo ID, near your face, and send it in to us so that we can see both you and the Photo ID. Unfortunately there is a high case of fraud, so we would need this to prove you are the account holder for extra verification purposes.

they giving me creeps!! are they selling me or what?

[virtvir5]

It's the prevalence of rampant fraud that is "creepy", not protection measures taken in an effort to prevent it. Any legitmate holder of a credit card (virtual or otherwise) should be both grateful and willing to cooperate.

In any case, it's Hostgator's sales people that have to be satisfied with your provision of the identification particulars that they require, and you're not likely to accomplish that via this public forum.

[weserver]

I don't understand why you are using this public forum for a debate about your problem, comply with Hostgator's demand - and get on with it.

As you say - time is gold - so the sooner you comply, the sooner you're back in business. It won't get you there sooner by using this forum, as this is peer-to-peer support

[GatorJoshL]

hatena,

Sorry to hear you are having issues with our verification process. If you will PM me your primary domain and the signup email address I can get this taken care of for you.

Thank you,

[virtvir5]

Originally Posted by GatorJoshL

I can get this taken care of for you.

Hmmm. Surely you don't intend to suggest or imply that public appeals of this type can result in overriding HG's sales precautions that are intended for everyone's protection.

Perhaps a word of clarification might be in order if that is not the impression you intend to leave behind for others. Otherwise, it could be broadly seen as a questionable precedent, don't you think, when those precautions may be based, for all we know, on very sound and specific reasons in any given case.

Your call. Just the nit-picking impressions of an old fuddy-duddy.

[EarlyOut]

Oh, I don't know. It sounds as if the HG security folks were on the brink of demanding that he submit a video recording of his mother, swearing that "he's a good boy!"

[virtvir5]

True. But we don't really know why. It's certainly not their usual practice for a Baby account sign-up.

[GatorDaniel]

Our verification procedure has a few contingencies for certain circumstances. A few examples would be: country signup origin, method of payment used, if the IP location where signup occurred matches the area in billing info, etc. These measures are only in place to help us better serve the customer.

[virtvir5]

It certainly makes sense that various circumstances would require some latitude and discretion on the part of HG's sales personel. I was not questioning that at all, although "holding your Photo ID near your face" does seem just a bit unusual.

It was only GatorJoshL's response that he'd "take care" of the issue somehow that made me wonder about the general impression that might possibly be left in the broader context of these public forums.

[GatorJoshL]

Originally Posted by virtvir5

It certainly makes sense that various circumstances would require some latitude and discretion on the part of HG's sales personel. I was not questioning that at all, although "holding your Photo ID near your face" does seem just a bit unusual.

It was only GatorJoshL's response that he'd "take care" of the issue somehow that made me wonder about the general impression that might possibly be left in the broader context of these public forums.

If the customer is having issues getting verified, I will help out with that.

[virtvir5]

Fair enough. Didn't intend to make a mountain out of a molehill. Sorry.