Keeping your account details safe is a priority with 1-grid. This means that to protect your account and data, unauthorised customers can’t use our 1-grid Support Channels when needing assistance via tickets, live chat, or phone calls.
Who is Authorised to Access 1-grid Support
Account Owner
The main registered customer who owns the 1-grid account.
Technical/Support Contact
Someone with authorisation to discuss different aspects of the account on behalf of the Account Owner.
Sub-Account (Verified Users)
Someone with matching account details.
Why We Block Unauthorised Requests
- To protect sensitive billing and account information
- To ensure only legitimate contacts can make changes or request support
- To safeguard the online elements of your business from unauthorised access or disruption
Tickets, Chat, and Calls – How This Works
Tickets
Support tickets can only be logged by authorised technical/support contacts or sub-account user email addresses that are registered on the 1-grid account.
Chat
Support consultants will verify account details, then provide support. Subsequently, they cannot continue until a contact is added or verified.
Calls
If details don’t match the account, our consultants won’t be able to assist. Verification required.
How to Become an Authorised Technical/Support Contact or Sub-Account (User)
1: Update Your Account Details
It is important to make sure your email address, physical address, and any additional important information are correct and up to date in your Customer Zone.
2: Add a Technical/Support Contact or Sub-Account (User)
Account owners can add additional authorised contacts or sub-account users with specific access and permissions.
3: Verify Your Account for Support
If your details don’t match, you’ll need to verify ownership.
What to Do If You’re Blocked from Support
- Confirm your account details are up to date
- Ask the account owner to add you as a contact or sub-account user
- Complete account verification before trying again
FAQs
Q: Can technical/support contacts request a “Password Reset” on my account?
No, they can’t directly request this, as we send it to the primary registered email address on the account. However, if you add them as a ‘User’ under ‘User Management’, you can then provide their email address so they receive the link to complete a password reset on the account as a sub-account.
Additional Resources
Security: How to Verify Your Account for Support
How To Keep Your 1-grid Account Details Up to Date
Customer Zone: How to Update My Profile Security Question
Updating My Security Question
Logging In to Customer Zone
Recovering a Lost Password
Need Additional Support?
We’re Here to Help:
Keeping your account safe while verifying your details with our Support Team doesn’t have to feel like a challenge because 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!