When contacting 1-grid for support, we may need to verify that you’re authorised to make changes to the account. This is for your protection and ours, so here’s a quick guide on how to verify your 1-grid account for Support.
What Is Verification?
Verification is a process to confirm you are either the account owner or trusted to manage the account (e.g. sub-account, technical contact, business partner, etc.).
Why We Ask for Verification
- Prevent unauthorised changes (e.g. updating domain registration, changing passwords, etc.)
- Protection against identity theft, fraud, or misuse
- Ensures only the correct people can request support
How to Verify Your Account
Tickets
Submit your request from a registered email address listed on your 1-grid account.
This includes email addresses registered under any Sub-Account or Technical Contact added to your account.
Calls and Chats
Provide three (3) of the following items correctly:
| Verification Item | What to Provide |
| Security Question | The answer you provided when signing up |
| Business VAT Number | If your account is for a business, the VAT number you provided when signing up |
| ID / Passport Number | The government ID number you used when creating the account |
| Physical Address | The address you used when signing up |
| Latest 3 Invoice Numbers | These are sent to the registered email on file |
| Listed Email Address | The email that receives notifications from 1-grid |
| Customer Code | Found on your invoices or in the Customer Zone dashboard |
What If You Don’t Have Some Items
If you can’t provide some of the items, here are your options:
- Use alternate items from the list
- Verify via email by sending a request for support from a listed email address
What Happens After Verification
Once you’re verified, Support can proceed with handling your request (whether that’s a password reset, domain change, or account update).
FAQs
Q: Why do I need to provide verification details just to get support?
Verification protects your account and personal data. It ensures that only the account owner or authorised contacts can request changes or access sensitive information.
Q: I don’t remember my security question answer. What can I do?
You can use other verification items such as your ID number, invoice numbers, or registered email. If you can’t provide three valid items, our Support Team can guide you on the next steps.
Q: I no longer have access to the registered email address. How can I update it?
For security, we’ll need additional verification. Once your identity is confirmed, our team can help you update your email address.
How to Update My Account Details
Q: What if the account was registered by someone else, and I don’t have their details?
Only the registered account owner or an authorised contact can update details or request access. If you’re managing the account on their behalf, please ask the account owner to add you as a Sub-Account or Technical Contact, or they can contact us, and we will assist them to do so.
Q: I’ve provided details, but support still says I can’t be verified. Why?
If the details don’t match our records, we can’t complete verification. Please double-check the information against your invoices or Customer Zone. If you still need help, we’ll advise on what documentation can be submitted to update your account.
Q: Can I bypass verification if my issue is urgent?
For security reasons, we cannot bypass verification under any circumstances. This is to ensure your account remains safe. Once verified, we’ll assist you immediately.
Additional Resources
Protection of Personal Information Act (POPI Act) – POPIA
How To Keep Your 1-grid Account Details Up to Date
Preventing Unauthorised Customers from Accessing 1-grid Support
Adding a Sub-Account or Technical Contact to Your 1-grid Account
Deleting a Sub-Account or Technical Contact from Your 1-grid Account
Customer Zone: How to Update My Profile Security Question
How to Update My Security Question
Steps to Assist with Logging In to Your Customer Zone
Recovering a Lost 1-grid Customer Zone Password
Need Additional Support?
We’re Here to Help:
Verifying your account to get support isn’t meant to feel like a challenge, so this easy-to-use guide makes it easy. Stuck? Contact our Support Team for help (https://1grid.co.za/contact-us/). We’re ready to see how we can help!