Getting Back Into Your Account
If you cannot sign in, start with the basics first. Check that the email address is typed exactly as registered, then confirm that Caps Lock is off and your browser has not saved an old password. On a mobile connection or in an office with load-shedding backup systems, a slow refresh can sometimes look like a failed login, so give the page a moment before trying again.
If the password still does not work, use the password reset process from the login page. Open the reset link in your inbox, then create a new password that you have not used before. If you do not receive the message, check junk mail and any rules that route business mail into folders. For South African companies using multiple staff emails, it helps to confirm that the reset was sent to the correct address from the start.
- Confirm the email on the account
- Clear saved passwords in your browser if needed
- Try again on another device or browser
- Check spam and quarantine folders for reset mail
Updating User Access For Your Team
Many businesses need more than one person to manage monitoring, alerts and renewal activity. If your office in Claremont, Bellville or Stellenbosch has changes in staff, let us know which user should keep access and who should be removed. This is especially important for teams handling portfolio audits or release window tracking, since delays can mean missed opportunities.
When requesting a user change, send the full name, email address and role needed for each person. If you want one team member to receive alerts and another to manage billing or reporting, say so clearly. That makes the setup quicker and reduces back and forth.
- Add a new user with a clear role
- Remove former staff promptly
- Update email addresses after a staff change
- Limit access where only alerts are needed
Changing Account Details And Notification Settings
Your account settings should match the way your business works. You may want alerts sent to a general admin inbox, while renewal reminders go to finance. If your team works across Cape Town and remote offices, setting the right notification path avoids confusion when a domain is nearing expiry.
Inside your account, review the contact details, preferred communication email and alert thresholds. If you track more than one domain category, make sure the settings reflect that split. For example, brand variants may need different treatment from keyword discovery alerts. A small change here can save a lot of admin later.
- Keep contact numbers up to date
- Check that billing and alert emails go to the right inbox
- Review alert timing before a renewal period
- Adjust notification preferences after staff changes
If Alerts Are Not Reaching You
Sometimes the account is fine but the alert never arrives. Before logging a support request, check whether the message was filtered by your mail system or blocked by an inbox rule. Corporate mail setups often move automated notices into separate folders, and that can happen without anyone noticing. If your mail server had a downtime window or a power interruption, queued messages may also land late.
It is worth testing with a second email address that you can access easily. If that works, the issue is likely with your main inbox rather than the account itself. Please include the affected domain, the date and time you expected the alert and a brief note on what you saw. That helps us trace the problem faster.
Common checks:
- Spam, junk and quarantine folders
- Mailbox rules and forwarding settings
- Blocked sender lists
- Whether the alert email is still correct in your profile
Account Security And Sign-In Care
Account security matters when you are dealing with valuable domain names. Use a password that is not shared with other business systems, and change it if a former staff member had access. If you work from a shared office, a coworking space or a branch in Somerset West, do not leave a signed-in browser open on a shared computer.
If you suspect unauthorised access, contact us straight away. We can help review recent activity, confirm the current user list and reset access where required. For safety, avoid sending passwords by email. A short verification step is better than risking a mix-up on a busy day.
- Use a unique password for the account
- Sign out of shared devices after use
- Update access when staff leave
- Report any unusual activity immediately
How To Contact Support With The Right Details
The quickest way to get help is to send the details that let us identify the account without delay. A short message with the account email, company name and the issue you are facing is usually enough to get things moving. If the matter affects a live monitoring list or an active backorder, say that up front so we can treat it with the right priority.
You can email domains@dropcatcher.co.za for account support. If you are asking for changes to user access, settings or notification delivery, include the exact change you need and whether it should apply to one person or the full account. Clear instructions help us sort it properly the first time.
Useful details to include:
- Account email and company name
- What you were trying to do
- Any error message shown
- When the issue started
- Which domains or alerts are affected
