First response
Record what is happening.
Take a screenshot of the complete browser window and visible error.
Write down the exact website address that was entered.
Test the site from a phone using cellular service, not the same Wi-Fi.
Check whether business email using the same domain still works.
Record when the problem was first noticed and who reported it.
Avoid repeatedly changing passwords, DNS, or nameservers.
Gather account information.
Locate domain-registration and renewal emails.
Find recent hosting invoices or credit-card charges.
Identify the email addresses likely used for the accounts.
Check company password managers and secured records.
Locate any recent backup of the website files and database.
Gather contact information for the previous designer or provider.
Protect the business.
- Do not cancel the domain registration while investigating.
- Do not send passwords or verification codes to unknown callers.
- If the site appears hacked, avoid entering administrative credentials through links shown on the compromised page.
- If payment information may be involved, contact the relevant payment provider using its official support channel.
- Keep customers informed through an established social account or business listing when appropriate.
What to send Legend Digital
Provide the website address, screenshots, the visible error message, when it started, and which accounts you can still access. Never send passwords through the initial inquiry form.