Knowledge Base

Why Do I Have to Verify to Receive Support

We are committed to protecting your account and your personal information. Because we want to safeguard you and your identity we can only offer basic help and some general info without verifying who you are.

If you need more in-depth help, more specific info or changes to your actual account we will have to verify your identity (super easy!) to make sure you are who you say you are.

If you can't verify your identity then we don't feel it's safe to provide you with account/personal information or other services only meant for the account owner. Please contact Support if this is the case.

What if my website is down?

If your site is down or not behaving as expected, we'll ask you to verify your identity before we will make changes to your account or site/server, or discuss any confidential information like your server or script setup.


If you open a ticket from your Customer Area we will consider you verified! Otherwise, when you contact Support, it's best if you have a few things handy:

  • The email address related to the account in question

  • The last four digits of the credit card on your account


  • The transaction ID of your last PayPal payment to us

Note: if you simply send us an email, even if it is from the primary email address listed on your account, we will still ask you to reply back to our email as verification you are the owner. The reason we must be so careful is because an email message can be "spoofed" to look like it is from your address, when actually it is not.

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