ID, please: Why some new customers go through extra checks

If you're joining us as a new customer and there’s been a hold-up while we ask for ID or some other information, this article is for you. It explains why we need to be so vigilant in fighting fraud, and why we ask for the info that we do.

Before we get into all that, though: We don't enjoy treating people with suspicion. We’re sorry that these checks slow you down, but we hope you understand.

How we check sign-ups

We have systems that automatically check new sign-ups for indications that they might not be 100% legitimate. When no issues are detected your account is created straightaway, letting you log in and start setting up your new hosting or domains.

Fraudulent attempts to sign up with us are organised, persistent, and often automated. They happen a lot - in fact, they can outnumber real ones.

When the system isn't so confident, the application is picked up by our admin team. We follow up with an email letting you know what’s happened, and usually asking you to confirm your identification. (This also doubles as a first check - is the email address legitimate?)

It's like when you're getting a bottle of wine and the person at the checkout asks for ID if you look under 25. It slows things down, and no-one enjoys the process, but it pays to be cautious. Most people who show their ID are quickly given the okay, and most people who are trying to break the rules don't engage.

A reply email with a photo of your drivers' licence, or other ID, is usually enough to finish getting your account open.

What does “potential fraud” look like?

There's nothing that fraudsters would love more than a list of all the things that trigger our fraud sensors, so we can't get too specific. But it's safe to say that we need to be as sure as possible that we’re only doing business with people or companies that are:

• Using their real names and contact details.
• In the country that they say they're in.
• Spending their own money, rather than using stolen credit cards.
• Not running websites that are scams, or prohibited or illegal for any other reason.

Floods of fraud

Whatever the reason, fraudulent attempts to sign up with us are organised, persistent, and often automated. They happen a lot - in fact, they can outnumber real ones. It's like the way your spam folder fills up faster than your inbox.

Why would anyone want to defraud a web hosting company? Sometimes it's to get something for free, like unscrupulous cryptocurrency miners who scour the world for virtual servers and do whatever they can to access a few hours of computing power without paying. Sometimes people want bogus hosting accounts to run websites that...well, let's just say that no-one would want their real name attached to them. Sometimes fraudsters try to use our checkout as a way to test that stolen credit card details are still valid (before selling them on, we guess).

We don't enjoy treating people with suspicion. We’re sorry that these checks slow you down, but we hope you understand.

If we didn't act against fraud, the servers that run your websites quickly and securely would fill up with pushy neighbours who try to grab more than their fair share of resources. Unpaid bills would weigh us down (and probably lead to higher prices for everyone who follows the rules). Riskiest of all, we could inadvertently end up hosting illegal websites and activity.

It's nothing personal

Automated fraud detection is imperfect and, just like the “under 25” rule that alcohol stores use, the idea is that it's best to double-check these things. We always try to get (legitimate) new customers on board as quickly as possible, so if anything’s holding you up the fastest thing to do is get in touch with us.

And on the plus side, it's good to know that you're signing up with a responsible host who doesn't want you sharing data centre space with thieves and scammers. In the long run, everyone (apart from the criminals) wins.