Sometimes our technicians will ask for you to create a support ticket in the control panel rather than emailing a request. Or, if you are on the phone we will ask you to login and generate a support code. This policy is for the security of your account. The following instances are only some of the possible threats that authentication helps to prevent.

  • "Spoofing" is an issue for everyone. Spammers frequently use it to cover their tracks, but attackers of all types can easily spoof your email address and request changes that can jeopardize your account's security or functionality.
  • Email accounts are also routinely hijacked via phishing attacks, users with the same password across multiple accounts, infected computers transmitting credentials to a remote attacker, and other mechanisms.
  • Employees can also leave an organization, but still have access to their old email addresses (or, could "spoof" them), and may make changes that are unauthorized by your company.

For these reasons we may need to authenticate your requests if you're making changes that impact your infrastructure. For instance:

  • Changing your mail server's IP/hostname (this could re-direct your email to an attacker's server)
  • Changing or canceling a service (this could incur charges, or impact your mail flow)
  • Whitelisting or blacklisting addresses (These could be used to block legitimate email, or allow through an attacker's messages)
  • Requesting reports of mail transferred through our service (this could be used to gain information into your users' activity)

While we can complete most requests without authentication, sometimes we will need the login and password to assist us to look out for your company's security interests, and we appreciate your help.

Generate a Support Code

To ensure account security, on the phone support calls may require you to generate a support code.

  1. Login to the control panel with your Administrative account.
  2. On left navigation bar under Client Account, click Overview .
  3. Under Account Preferences & Codes at the bottom of the page, click Generate.
  4. Inform the Support Team member on the phone with you what the code is and your good to go.

Create a Support Ticket

To ensure account security and allow of updates, our support team may request for a ticket to be created.

  1. Login to the control panel with your Administrative account.
  2. On left side bar under Client Account, click Support.
  3. Click Enter a support ticket.
  4. This will bring you to your ticketing page, you may view ongoing tickets or start a new one by clicking New Ticket.

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24/7 Live Support

Our technical support team is also available 24/7/365 via phone, chat, email or by opening a ticket through your account to help with any questions. Contact us anytime. We're always here. 24/7/365.