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Why has my Private Email subscription been locked?
If your Private Email account has been locked, or you’re facing restrictions and errors in sending out emails, you’ve found the right article!
How do I know if my account has been locked?
When your Private Email subscription is locked, mailboxes are inaccessible, and incoming and outgoing mail flow is disabled.
You can check if your account has a Locked status by visiting the Private Email section of your Namecheap account:
What should I do next?
Now, you should check the primary email address of your Namecheap account — we send notifications to this email address with the reason for the lock or restrictions and instructions about what to do next.
TIP: We suggest searching by the sender’s email address; try legalandabuse@namecheap.com and security@namecheap.com. Always check the sender’s address to confirm the email really came from Namecheap. You can learn more about how to recognize a spoof/phishing email in our article.
If the registration email address is also unable to send or receive emails (for any reason), send us an email to the corresponding email address (legalandabuse@namecheap.com or security@namecheap.com) from any other email address you own and have access to. To speed up the process, please also include your Namecheap Username and Support PIN in your email.
Why have I received an email from legalandabuse@namecheap.com?
If you have received an email from our Legal & Abuse team, it means that your subscription was locked due to a violation of Namecheap’s Email Terms of Service. Examples of these violations include mass mailing with invalid/non-existent recipients in the mailing list, exceeding limits for sending emails, recipient server-side limitations (rate limit, greylist), etc.
Sometimes, the abuses may have occurred when your mailbox was compromised.
Emails from our Legal and Abuse team usually have a subject in the following format: "IMPORTANT: Email Abuse on the Private Email Subscription domain.tld [ NamecheapUsername ]".
Please follow the instructions in the email from Legal and Abuse, and once you have, reply to the ticket to reach out to our team.
Why have I received an email from security@namecheap.com?
Emails from security@namecheap.com are sent by our Risk Management team. The cases they work with include (but are not limited to): payment or account verification, payment issues, and chargebacks.
If you receive an email from our Risk Management team, please follow the instructions received in the email to get the matter resolved.
Security Note: Namecheap representatives will never ask for the whole number of your credit card, CVV, or expiration date by phone.
We care about the security of your data and use specifically designed and secure systems to gather and process your information. If you would like to find out more, please read: Why can you request documents, and what will they be?
No email from us
If you couldn’t find any emails from us regarding the issue, and you do not have any open tickets/pending issues with our Risk Management department, you can contact our Support via live chat or email us at pesupport@namecheap.com, and we will find out the reason for the issue on our end, direct you to the correct department, and advise on the further steps.
