I do not understand why I cannot recover my stolen account.

"I do not understand why someone was able to log into my account and easily change the email address, causing me to lose ownership. I possess the original email address and the PayPal payment information, yet Netcup claims I cannot prove my ownership and refuses to provide me with assistance. I am extremely disappointed."

"I am based in Asia and unable to contact Netcup by phone. I sent an email seeking help on the very day the account was stolen, and only now—six days later—am I being told that I cannot prove my identity. The stolen account ID is 330537."

"In light of this, I am now requesting a refund back to my original PayPal payment method. If even this simple request is denied, I seriously question where your company's customer protection lies."

"It is unacceptable that changing the registered email address required no verification whatsoever. Furthermore, no assistance can be provided even though my account was clearly stolen. I sent an email requesting help on the very day of the theft, and I can provide both the original email address and the payment information, yet even this is deemed insufficient to prove my ownership."

"So, anyone can simply log into someone else's account, change the email, and successfully steal it? How interesting! / That's truly remarkable!"

"If neither the original email address nor the PayPal payment information is sufficient to prove my ownership of the account and the funds, then what, exactly, can prove it? I am very confused."

好的，这段文字包含许多情绪和对 Netcup 网站流程的疑问。以下是较为地道且完整的英文翻译：

🗣️ 英文翻译 (English Translation)

Zitat

"I come from an Asian country where accessing European websites requires the use of a proxy. Netcup enjoys a very high reputation in my region. This year's Black Friday was my first time engaging with Netcup, so I initially purchased a domain. Later, there was a VPS flash sale, and when I went to place an order, I somehow ended up registering a new account using the exact same email address, and the purchase was made on this new account.
I really don't understand why your website is designed this way—is it for security purposes? If so, it's ironic because an account hijacker only needs my leaked email verification code to log into my account and change my email address without any obstacles.
I also don't understand why my requests for assistance have failed to prove that my account was attacked and stolen. If you were to check the VPS login IP addresses, you would find a constant Asian IP—because that IP belongs to me, and it is the same IP used to register this very account from which I am posting now.
Is this the kind of proof you at Netcup are looking for? Ha ha ha ha, how amusing."

"This year on Black Friday, I purchased a VPS from a Canadian provider on the LowEndTalk forum. Initially, the limited-time promotion offered double the RAM and CPU. I submitted a support ticket to the owner, explaining that due to a network issue with my PayPal, I had missed the flash sale. The owner was kind enough to manually reissue the order for me.

Later, that same provider launched a promotion where annual subscriptions would receive triple the resources, and I missed that one too. I contacted the owner via another ticket to ask if I could still participate, and once again, the owner allowed me to benefit from the promotion.

I know Netcup is a globally renowned company, but I truly cannot understand your definition of individual account protection."

"A sudden confusion has struck me: If I have a server bill of several hundred Euros that is about to expire, and I arbitrarily change my email address, will you send the bill to the new email address? If the payment is not completed, will you send a lawyer's letter (legal notice)? Will it be sent to a non-existent email address, or to an innocent person's email address? This is hard to understand.""After all, if neither the original email address nor the payment information is sufficient to prove ownership of one's own account—ha ha ha ha!"

Zitat von Bud

1. This is a customer forum, not an official support forum. We cannot help you here (in this case). Please contact netcup support.

2. Of course you can make phone calls from Asia to Germany. Claiming that this is not possible only increases your lack of credibility. (If there is a language barrier, I wonder why one would place such important and critical services with a hosting provider they cannot communicate with in an emergency.)

3.Do not hold netcup responsible for the fact that you handled your account security so irresponsibly.

4. And lastly, and perhaps most importantly: You don’t need to write everything in bold.

Apologies, the translation was done by Gemini; I was just venting my frustration. I am sorry if I bothered you.