I have been their client for 12 years, all my domains are renewals and I haven't bought any new one in months. My most controversial website is a forum that has been disabled for almost 14 years with no content online just a screen, the rest are just boring business.
I was away for a few days, I found my servers were down today. Apparently I received an email from Namecheap that expected for me to comply with ID verification within 72 hours and I didn't reply on time.
I have complied with them for 24 hours and still they give me no ETA, no reason, nothing, just "thank you for your cooperation" as if they were cops.
They didn't give me a specific reason in their warning email, just this:
...your account has been flagged to be a part of our routine account information accuracy check-up to establish whether your account information is currently accurate, complete, and up to date. As a result, your account has been locked pending your response to the requests for documentation below.
My account's email relies on the domains they disabled, so I had to pay another host to set it up and am considering making a huge hostname change just to keep some of my clients online while this gets sorted out, if it gets sorted out.
They never gave me any real support anywhere. Tried to reach out through chat but they kept deferring it to "The Risk management team", and saying they would contact me and that they don't have a chat, only work through email, even after I kept telling them what they did disabled my company's email. Every time I made a complaint the chat person kept clearly going back and forth with them, but ending up evading me completely, just coming back after 10-15 minutes of wait to say the same thing "they will reach out to you", and saying they "couldn't discuss the details with me". Basically talking to a wall.
It took me like 4 hours to just convince them to add another email through chat and give me any sort of confirmation, while my company's one was offline. Funnily enough, they never requested ANY information to make sure it was indeed me, the account's owner, yet they still added my email. Also I haven't logged in the account for like 20 days at least, and I have 2FA.
Their website says that you have to email [security@namecheap.com](mailto:security@namecheap.com) (which I did) but the real email is [compliancesupport@namecheap.com](mailto:compliancesupport@namecheap.com). It took them like 12 hours to reply to my request there and afterwards they just said "oh so you mentioned to us that you managed to get your original account working we might want to keep in that thread", like, they just assumed it was me, which anyone could have done and impersonate me.
Their treatment has been awful, like I'm some sort of criminal but they show me no warrant, no information, no transparency, nothing. I've freaked out several times and leashed out against them heavily in the chat threatening to make the case public and it's the only time they have mildly reacted in any way. I've tried handling it more maturely, but so far, no luck.
All my domains with them are disabled, seized, and my account is locked, no way to do anything but wait to see.