Restoring account access

Last update: October 16 2026Open in Markdown

If you have trouble accessing your account, you can restore access:

• if you are an Account Owner, you can reset your password, request to change the email address, disable two-step authentication, and request adding an IP address to the allowlist to access the account;
• if you are not an Account Owner, you can only reset your password yourself. In case of problems with email and two-step authentication, contact the Account Owner — they must delete you from the user list and add a new user with correct details.

If you have access to the control panel, you can choose a document submission method to restore account access in advance.

Reset your password

A user with any role can reset their password.

If you lost access to the email address you used when registering, request to change the email address.

1. On the login page of the control panel, click Forgot password?.

2. Enter the account number. You can find it in:

   • the payment purpose field of the payment order;
   • acts of services rendered;
   • notifications from no-reply@selectel.ru.

3. Enter the email address you used to register.

4. Click Reset password.

5. We will send an email to the address provided.

6. In the email, click Reset password. The password reset link is active for one hour. The password reset link can only be used once.

7. On the password reset page, enter a new password and confirm it.

8. Click Change password.

9. We will send a password change notification to the email address you used to register. The notification does not contain the password.

10. If you have two-step authentication enabled, enter the code.

Request an email address change

For your information

Only the Account Owner can submit a request to change the email address.

If you are not the Account Owner, contact the Account Owner — they must delete you from the user list and add a new user with correct details.

If you have access to the control panel, to change the email address, use the Change email address section of the Change your profile or company details instructions.

Legal entity

1. Prepare the documents:

   • an application using the template;
   • a scanned copy of the organization's TIN/VAT certificate or an extract from the Unified State Register of Legal Entities (USRLE);
   • a document confirming the authority of the person who signed the access recovery application (for the CEO/General Director, this is a copy of the appointment order or appointment decision; for other individuals, a power of attorney).

2. Submit the prepared documents. If you have previously set a document submission method in the control panel, you can only use that method. If you have not set a document submission method, you can submit documents:

   • by email to payment@selectel.ru;
   • via EDM — only for legal entities and individual entrepreneurs who are tax residents of the Russian Federation, and government agencies;
   • in person at the company office.

3. To enhance the security of the account access recovery procedure, we may request additional documents.

Individual or individual entrepreneur

1. Send a request by email to support@selectel.ru.
2. We will send you questions about your account and activities in it.
3. Answer the questions in as much detail as possible.
4. If you provide more than 80% correct answers, we will change the email address.

Choose a document submission method to restore account access

You can choose one document submission method to restore account access.

1. In the control panel, open the menu (account number) in the upper right corner and select Profile.

2. Go to the Security and login section.

3. In the Account access recovery block, in the Document submission method line, click Edit.

4. Select a document submission method:

   • in person at the company office — presenting original documents;
   • by document copies — by email to payment@selectel.ru or in person at the company office.

5. Click Save.

Disable two-step authentication without access to the control panel

For your information

Only the Account Owner can submit a request to disable two-step authentication without access to the control panel.

If you are not the Account Owner, contact the Account Owner — they must delete you from the user list and add a new user with correct details.

Legal entity

1. Prepare the documents:

   • an application using the template;
   • a scanned copy of the organization's TIN/VAT certificate or an extract from the Unified State Register of Legal Entities (USRLE);
   • a document confirming the authority of the person who signed the access recovery application (for the CEO/General Director, this is a copy of the appointment order or appointment decision; for other individuals, a power of attorney).

2. Send the documents by email to payment@selectel.ru.

3. If questions arise, we will request additional documents.

Individual or individual entrepreneur

1. Send a request by email to support@selectel.ru.
2. We will send you questions about your account and activities in it.
3. Answer the questions in as much detail as possible.
4. If you provide more than 80% correct answers, we will disable two-step authentication.

Request adding an IP address to the allowlist for account access

For your information

A request to add an IP address to the allowlist if account access is restricted by IP address can only be sent by the Account Owner.

If you are not the Account Owner, contact the Account Owner — they must add your address to the allowlist.

Legal entity

1. Prepare the documents:

   • an application using the template;
   • a scanned copy of the organization's TIN/VAT certificate or an extract from the Unified State Register of Legal Entities (USRLE);
   • a document confirming the authority of the person who signed the access recovery application (for the CEO/General Director, this is a copy of the appointment order or appointment decision; for other individuals, a power of attorney).

2. Send the documents by email to payment@selectel.ru.

3. Wait for a response from a Selectel employee; they may request additional documents to enhance the security of the account access recovery procedure. The Selectel employee will check the documents and add your IP address to the allowlist to access the account.

Individual or individual entrepreneur

1. Send a request by email to support@selectel.ru.
2. Wait for a response from a Selectel employee; they will send questions about your account and activities in it.
3. Answer the questions in as much detail as possible.
4. Wait for a response from a Selectel employee. If you provide more than 80% correct answers, the Selectel employee will add your IP address to the allowlist to access the account.