Tickets opened from inside your account are already verified: you are signed in. When you write to us from an email address, or ask for something on the phone, we need another way to know the request is yours. That is the support PIN.
Where it is
The PIN is in the sidebar of your account, at the bottom. Quote it when you email support about anything that changes your services: a DNS change, a domain transfer, access to a backup archive. We check it against the one stored on your account before acting.
Keeping it private
Anyone with the PIN can ask us to make changes as you, so treat it like a password. Do not put it in a public forum or a shared document.
Refreshing it
Click Refresh next to the PIN. A new one is issued and the old one stops working immediately. Refresh it if you have shared it with a contractor whose work is finished, or if you are unsure who has seen it.
Requests we will not act on without it
A request from an address that is not the account's email, without a PIN, gets a reply asking for one. It is not us being difficult: it is the difference between your domain moving because you asked and your domain moving because someone else did.