Support Pin

To ensure all customer information is kept confidential and complies with all data protection laws, we require the use of Support Pins to provide support on our Live Chat Software. This ensures that the customer owns the account you’re providing support to. This only needs to be done on Live Chats and does not have to be done on WHMCS tickets.

Once retrieving the support pin from the customer, head to the WHMCS dashboard and locate the Support Pin module. Enter the support pin provided and select the user account printed.

Once selected, compare the user email/name on the billing account to the information provided in the live chat. If they match, you can now be confident that you are providing support to the authorized account user. If they differ, ask the user to regenerate their pin and provide the new one. If after this step they still don't match, ask the user to create a ticket as we cannot verify their identity via livechat.