Frequent Questions about Managing Your Account

I clicked “Remember me” at login, but still need to log in.

If you close your web browser your session will close and you will need to log in again, so this is normal behavior.

However, if you are able to “restore your tabs”, your session will still be active and you will still be logged in.

I get an error telling me my email address is already used, help!

An email address can only be used for one user account in Gandi V5. If you try to make a new account from your old Gandi handle, and it tells you that the email address is already in use, you have two options:

  • If the given and family names are identical between the two accounts we will ask automatically if you want to import the handle into the existing user’s account. This will effectively merge the two, so you can manage the products of both from the first username.

  • If the name is not the same between the two accounts you will need to change the email address of either the existing username from the Gandi V5 interface, or the email address on the Gandi handle of the 2nd account. Two accounts that do not share the given and family names cannot be merged.

What is the correct postal code format?

The format of the postcode can vary according to the country, and must adhere to international rules. The rules are available here.

How can I change the language of my account?

To change the language of your account go to Gandi’s main page, click the drop down arrow next to the language code in the upper left corner of the page, and select the language that you want to use from the list. The language you choose from this drop down menu will override the language listed in your Gandi account.

My new account is not compatible with my handle, why?

When you attempt to merge a handle into a Gandi V5 account you may receive an error saying the accounts are not compatible. The following situations are the most likely cause for this error:

  • Your handle corresponds to an individual (as opposed to a legal entity like a company, association or public body) with a different first name or last name than your Gandi v5 account. In this case, you will be asked to create a new account matching the handle’s information. If you want to manage all your products from one account, you may have to change the legal owner of some of your products.

  • Both your handle and your Gandi v5 account have a billing history. If you have bought Gandi products with both of them, you will not be able to import your handle into your v5 account. This is to preserve any benefits you may have been granted from your previous purchases at Gandi. If you still want to import your handle, please contact our support team.

How do I clear my cache and/or cookies?

There are many potential reasons why you may need to clear your web history, especially when working with our support team. The following list links you to the instruction page provided by each browser on how to clear your cache and cookies.