What's a Support PIN and where do I find mine?

Your Support PIN is a 6-digit code that lets our support team confirm we're talking to the right account holder before we make any changes. When you contact us by live chat, ticket, or email, an agent may ask you to confirm your PIN — they'll check it against what they see in our admin tools and only proceed if it matches.

Find your PIN

1. Sign in to the portal.
2. Open Account and find the Support PIN card (right between your password and the Security tile).
3. Click Reveal PIN.
4. Enter your portal password to confirm it's really you.
5. The PIN appears for 30 seconds, then auto-hides. You can also tap Copy PIN or Hide now at any time.

You can also jump straight there from your dashboard — there's a Support PIN button in the greeting card at the top.

Generate a new PIN

If you've shared your PIN somewhere it shouldn't have gone (a screenshot, an old chat log, a colleague who's left the company), generate a fresh one. The old PIN immediately stops working.

1. Open the Support PIN card on your Account page.
2. Click Generate a new PIN.
3. Enter your password to confirm.
4. The new PIN is shown right away — copy it or write it down. It replaces the old one everywhere.

When we'll ask for it

Anytime you contact our support team about something account-sensitive:

• Changing nameservers, DNS records, or domain settings
• Transferring a domain out
• Changing your billing email or payment method
• Cancelling or terminating a service
• Anything that touches login credentials, security, or money

We won't ask for it on routine questions like "how do I install WordPress?" or "what's the price of plan X?" — only when we need to confirm we're helping the right person.

Privacy

• We never email, SMS, or otherwise send your Support PIN out. The only way to see it is here, after you sign in and confirm your password.
• We store it encrypted at rest. A database leak alone wouldn't expose anyone's PIN.
• Every time someone reveals your PIN — you OR our support staff — we record it (who, when, from where). If anything looks off, we can spot it.
• The PIN doesn't replace your password. It's a quick identity cross-check on top of the password you already use to sign in.

What if I've forgotten my password?

The Support PIN card asks for your password each time you reveal — so if you've forgotten it, reset your password first. Once you're back in, the same PIN is still there waiting.