Knowledgebase

Account Security & Access (Firstserv)

Data Protection (GDPR)

At Firstserv, we take the privacy and security of your data extremely seriously. For this reason, we are unable to share any account information—including details about services, contacts, or hosted content—until we have successfully verified your identity against the information we hold on file.

Why Can’t I Log In and How Do I Fix It?

There are a few common reasons why you may be unable to access your Firstserv Client Area:

Forgotten Password

If you cannot remember your password, you can reset it using the password reset tool:

• Select “Reset your password” on the login page
• Follow the instructions sent to your registered email address

No Access to Your Registered Email Address

If you no longer have access to the email address associated with your account, we will need to verify your identity manually before granting access.

To proceed, you will need to provide:

• A selfie of yourself holding either:
  • Your passport, or
  • Your photo card driving licence

AND

• A recent utility bill or bank statement (issued within the last 3 months), clearly showing the account holder’s name and address

Additional Documentation

In certain situations (for example, bereavement, business ownership changes, or account transfers), we may request additional documentation to complete the verification process.

Please note:

• Documents must be submitted via email (we cannot accept these via live chat)
• Access can only be granted to the registered account holder, or an appropriately authorised individual

Submitting Your Documents

Please send all verification documents to our support team via email. They will guide you through the process securely.

Contacting Us by Phone

You are welcome to call our team for assistance. However, before we can discuss your account or take any action, you will need to complete our security verification checks.

To help us assist you as efficiently as possible, we recommend reviewing our guide on contacting support and ensuring you have the necessary information ready.

If you need any help regaining access to your account, the Firstserv support team is here to assist you every step of the way.