Your Web Agency Disappeared: Getting Control Back
By CodexierPublished 5 min read
It happens more often than agencies like to admit. The person who built your website leaves, the agency is sold or goes bankrupt, or they simply stop answering. Meanwhile the domain is renewing in someone else's name, you have no admin login, and a plugin needs updating. Do not panic and do not start with the website itself. Recover control in the right order, starting with the domain, and document everything as you go.
Start with the domain
Look up your domain. For .se domains, Internetstiftelsen's lookup shows the registrar, and if the holder is a company, its name. For .com and other generic domains, a WHOIS or RDAP lookup shows the registrar. Then check the expiry date. If the domain is registered to your company but managed by the agency's registrar account, contact the registrar directly with proof that you are the holder and ask to move it to your own account. If the agency is the registered holder, you need their cooperation or, failing that, a legal route; the registrar can explain the process.
Hosting and admin access
Find out where the site is hosted; the domain's DNS records usually reveal it. If the hosting account is in your company's name, recover access via the host's password reset or support. If it is in the agency's name, the host will normally only deal with the account holder, so start copying what you can reach and plan a move.
| Account | How to recover | If you cannot |
|---|---|---|
| Domain registrar | Registrar support with proof you are the holder | Legal route or dispute process |
| Hosting | Password reset or host support, if in your name | Rebuild elsewhere from a copy of the site |
| CMS admin (WordPress etc.) | Password reset via an email address you control | Hosting access lets a developer create a new admin |
| Google Search Console | Verify ownership again via DNS once you control the domain | No action needed until the domain is yours |
| Google Analytics and Tag Manager | Ask the agency to add you as admin | Create new properties; historical data may be lost |
| Google Business Profile | Request ownership through Google's process | Google's ownership request flow |
Getting the code and files
As soon as you have any access, make a complete backup: files, database, media and theme. For a WordPress site that means the whole installation plus a database export. If the site was custom-built, ask for the code repository. If you only have access to the public site, a developer can still capture content and design as a basis for rebuilding, though not the underlying code.
- Download a full backup and store it somewhere you control, not only on the same host.
- List plugins, themes and licences, and check which licences are in the agency's name.
- Export content such as pages, posts, products and form submissions.
- Note integrations: forms to CRM, webshop to Fortnox, tracking scripts and their accounts.
Proving ownership
Paying for a website does not automatically mean you own everything in it. Under Swedish copyright law, rights to code and design stay with the creator unless the contract transfers them. Most agency contracts transfer rights to the delivered result or grant a broad licence, but check yours. Our guide to who owns your website covers this in detail.
Contract or quote
What was delivered and what it says about rights, source code and handover.
Invoices and payments
Proof you paid for the domain, hosting and development.
Registration proof
Registration certificate from Bolagsverket showing the company and its signatory.
Correspondence
Emails showing your attempts to reach the agency and what was agreed.
Choosing who takes over
Once you have control, get an honest assessment of the site before deciding: is it worth keeping, or is it outdated, insecure or built on software that is no longer maintained? A website and app health audit gives you that picture. Then choose a supplier with a clear handover clause, and make sure every account is registered to your company with at least two of your own people as admins.
- Register all accounts in the company's name, with company email addresses.
- Keep a password manager with every login, shared with a second person.
- Require documentation and a code repository you own in the next contract.
- Agree a maintenance plan with a named responsible person; see what a maintenance plan should include.
When not to buy from us: if the agency simply went quiet over the holidays and your site is fine, a polite written reminder with a deadline may be all you need. If you are locked out and something is at risk, book a free call and we will help you plan the recovery.
Frequently asked questions
Can the agency keep our domain?
If the domain is registered to the agency, they are formally the holder. If it was bought for you and you paid for it, you have a strong case for a transfer. Start with the registrar and your contract; if that fails, get legal advice.
Is our website lost if the agency goes bankrupt?
Not necessarily. Contact the bankruptcy administrator, who is responsible for the company's assets and contracts. Hosting may keep running for a while, so take a full backup as soon as you can.
Can a new developer get into our WordPress without the password?
Yes, with access to the hosting account or database, a developer can create a new administrator. Without hosting access, it is harder and may require rebuilding.
How do we avoid this happening again?
Keep every account in your company's name, keep a shared password manager, get the code in a repository you own, and include a handover clause in every supplier contract.
Locked out of your own website?
Tell us what you still have access to. In fifteen minutes we will lay out the recovery order for your situation.
Book a free 15-minute call