{"id":24555,"date":"2025-09-18T11:16:33","date_gmt":"2025-09-18T11:16:33","guid":{"rendered":"https:\/\/1-grid.com\/knowledge\/security-how-to-verify-your-account-for-support\/"},"modified":"2025-09-18T11:39:44","modified_gmt":"2025-09-18T11:39:44","slug":"how-to-verify-your-1grid-account-for-support","status":"publish","type":"ht_kb","link":"https:\/\/1grid.co.za\/knowledge\/how-to-verify-your-1grid-account-for-support\/","title":{"rendered":"How to Verify Your 1-grid Account for Support"},"content":{"rendered":"\n<p>When contacting 1-grid for support, we may need to verify that you\u2019re authorised to make changes to the account. This is for your protection and ours, so here&#8217;s a quick guide on how to verify your 1-grid account for Support.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"600\" src=\"https:\/\/1grid.co.za\/knowledge\/wp-content\/uploads\/2022\/02\/1-grid-Images-for-KB-Articles-1000-x-600-px-14.png\" alt=\"\" class=\"wp-image-33569\"\/><\/figure>\n<\/div>\n\n\n<div class=\"wp-block-ht-block-toc htoc--position-undefined is-style-rounded htoc htoc--position-wide toc-list-style-plain\" data-htoc-state=\"expanded\"><span class=\"htoc__title\"><span class=\"ht_toc_title\">Table of Contents<\/span><span class=\"htoc__toggle\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"16\" height=\"16\"><g fill=\"#444\"><path d=\"M15 7H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1z\"><\/path><path d=\"M15 1H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1zM15 13H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1z\"><\/path><\/g><\/svg><\/span><\/span><div class=\"htoc__itemswrap\"><ul class=\"ht_toc_list\"><li class=\"\"><a href=\"#htoc-\">What Is Verification?<\/a><\/li><li class=\"\"><a href=\"#htoc-1\">Why We Ask for Verification&nbsp;<\/a><\/li><li class=\"\"><a href=\"#htoc-1111\">How to Verify Your Account<\/a><\/li><li class=\"\"><a href=\"#htoc-11111\">What If You Don\u2019t Have Some Items&nbsp;<\/a><\/li><li class=\"\"><a href=\"#htoc-11111111\">What Happens After Verification&nbsp;<\/a><\/li><li class=\"\"><a href=\"#htoc-111111111\">FAQs<\/a><\/li><li class=\"\"><a href=\"#htoc-1111111111111111\">Additional Resources&nbsp;<\/a><\/li><\/ul><\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-\"><strong>What Is Verification?<\/strong><\/h2>\n\n\n\n<p>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.).&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-1\"><strong>Why We Ask for Verification&nbsp;<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-11\"><strong><a href=\"https:\/\/1grid.co.za\/knowledge\/preventing-unauthorised-customers-from-accessing-1grid-support\/\" target=\"_blank\" rel=\"noreferrer noopener\">Prevent unauthorised changes<\/a> <\/strong>(e.g. updating domain registration, changing passwords, etc.)&nbsp;<\/li>\n\n\n\n<li id=\"htoc-protect-against-identity-theft-fraud-or-misuse\">Protection against identity theft, fraud, or misuse&nbsp;<\/li>\n\n\n\n<li id=\"htoc-111\">Ensures <strong><a href=\"https:\/\/1grid.co.za\/knowledge\/adding-a-sub-account-or-technical-contact-to-your-1grid-account\/\" target=\"_blank\" rel=\"noreferrer noopener\">only the correct people<\/a> <\/strong>can request support&nbsp;<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-1111\"><strong>How to Verify Your Account<\/strong><\/h2>\n\n\n\n<p><strong>Tickets<\/strong><br>Submit your request from a registered email address listed on your 1-grid account.&nbsp;<br><br>This includes email addresses registered under any <a href=\"https:\/\/1grid.co.za\/knowledge\/adding-a-sub-account-or-technical-contact-to-your-1grid-account\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Sub-Account or Technical Contact added<\/strong><\/a> to your account.<\/p>\n\n\n\n<p><strong>Calls and Chats<\/strong><br>Provide <strong>three (3) <\/strong>of the following items correctly:<\/p>\n\n\n\n<figure class=\"wp-block-table aligncenter is-style-regular\"><table class=\"has-fixed-layout\"><tbody><tr><td><strong>Verification Item<\/strong>&nbsp;<\/td><td><strong>What to Provide<\/strong>&nbsp;<\/td><\/tr><tr><td>Security Question&nbsp;<\/td><td>The answer you provided when signing up&nbsp;<\/td><\/tr><tr><td>Business VAT Number&nbsp;<\/td><td>If your account is for a business, the VAT number you provided when signing up&nbsp;<\/td><\/tr><tr><td>ID \/ Passport Number&nbsp;<\/td><td>The government ID number you used when creating the account&nbsp;<\/td><\/tr><tr><td>Physical Address&nbsp;<\/td><td>The address you used when signing up&nbsp;<\/td><\/tr><tr><td>Latest 3 Invoice Numbers&nbsp;<\/td><td>These are sent to the registered email on file&nbsp;<\/td><\/tr><tr><td>Listed Email Address&nbsp;<\/td><td>The email that receives notifications from 1-grid&nbsp;<\/td><\/tr><tr><td>Customer Code&nbsp;<\/td><td>Found on your invoices or in the Customer Zone dashboard&nbsp;<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-11111\"><strong>What If You Don\u2019t Have Some Items&nbsp;<\/strong><\/h2>\n\n\n\n<p>&nbsp;If you can\u2019t provide some of the items, here are your options:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-111111\">Use alternate items from the list<\/li>\n\n\n\n<li id=\"htoc-1111111\">Verify via email by sending a request for support from a listed email address<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-11111111\"><strong>What Happens After Verification&nbsp;<\/strong><\/h2>\n\n\n\n<p>Once you\u2019re verified, Support can proceed with handling your request (whether that\u2019s a password reset, domain change, or account update).&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-111111111\"><strong>FAQs<\/strong><\/h2>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Q: Why do I need to provide verification details just to get support?<\/strong>&nbsp;<\/summary>\n<p id=\"htoc-1111111111\">Verification protects your account and personal data. It ensures that only the account owner or <strong><a href=\"https:\/\/1grid.co.za\/knowledge\/preventing-unauthorised-customers-from-accessing-1grid-support\/\" target=\"_blank\" rel=\"noreferrer noopener\">authorised contacts<\/a> <\/strong>can request changes or access sensitive information.<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Q: I don\u2019t remember my security question answer. What can I do?<\/strong><\/summary>\n<p id=\"htoc-11111111111\">You can use other verification items such as your ID number, invoice numbers, or registered email. If you can\u2019t provide three valid items, our Support Team can guide you on the next steps.<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Q: I no longer have access to the registered email address. How can I update it?<\/strong><\/summary>\n<p id=\"htoc-111111111111\">For security, we\u2019ll need additional verification. Once your identity is confirmed, our team can help you update your email address. <br><strong><a href=\"https:\/\/1grid.co.za\/knowledge\/how-to-keep-your-1grid-account-details-up-to-date\/\" target=\"_blank\" rel=\"noreferrer noopener\">How to Update My Account Details<\/a>&nbsp;<\/strong><\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Q: What if the account was registered by someone else, and I don\u2019t have their details?<\/strong>&nbsp;<\/summary>\n<p id=\"htoc-1111111111111\">Only the registered account owner or an <a href=\"https:\/\/1grid.co.za\/knowledge\/preventing-unauthorised-customers-from-accessing-1grid-support\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>authorised contact<\/strong><\/a> can update details or request access. If you\u2019re managing the account on their behalf, please ask the account owner to <a href=\"https:\/\/1grid.co.za\/knowledge\/adding-a-sub-account-or-technical-contact-to-your-1grid-account\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>add you as a Sub-Account or Technical Contact<\/strong><\/a>, or they can contact us, and we will assist them to do so.&nbsp;<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Q: I\u2019ve provided details, but support still says I can\u2019t be verified. Why?<\/strong>&nbsp;<\/summary>\n<p id=\"htoc-11111111111111\">If the details don\u2019t match our records, we can\u2019t complete verification. Please double-check the information against your invoices or<strong> <a href=\"https:\/\/1-grid.com\/client\/clientarea.php\">Customer Zone<\/a><\/strong>. If you still need help, we\u2019ll advise on what documentation can be submitted to update your account.<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Q: Can I bypass verification if my issue is urgent?<\/strong>&nbsp;<\/summary>\n<p id=\"htoc-111111111111111\">For security reasons, we cannot bypass verification under any circumstances. This is to ensure your account remains safe. Once verified, we\u2019ll assist you immediately.&nbsp;<\/p>\n<\/details>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-1111111111111111\"><strong>Additional Resources&nbsp;<\/strong><\/h2>\n\n\n\n<p><a href=\"https:\/\/popia.co.za\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Protection of Personal Information Act (POPI Act) &#8211; POPIA<\/strong><\/a><strong> <\/strong>&nbsp;<br><a href=\"https:\/\/1grid.co.za\/knowledge\/how-to-keep-your-1grid-account-details-up-to-date\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>How To Keep Your 1-grid Account Details Up to Date<\/strong><\/a><br><a href=\"https:\/\/1grid.co.za\/knowledge\/preventing-unauthorised-customers-from-accessing-1grid-support\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Preventing Unauthorised Customers from Accessing 1-grid Support<\/strong><\/a><br><a href=\"https:\/\/1grid.co.za\/knowledge\/adding-a-sub-account-or-technical-contact-to-your-1grid-account\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Adding a Sub-Account or Technical Contact to Your 1-grid Account<\/strong><\/a><br><a href=\"https:\/\/1grid.co.za\/knowledge\/deleting-a-sub-account-or-technical-contact-from-your-1grid-account\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Deleting a Sub-Account or Technical Contact from Your 1-grid Account<\/strong><\/a><br><a href=\"https:\/\/1grid.co.za\/knowledge\/customer-zone-how-to-update-my-profile-security-question\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Customer Zone: How to Update My Profile Security Question<\/strong><\/a>&nbsp;<br><a href=\"https:\/\/1grid.co.za\/knowledge\/how-to-update-a-security-question\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>How to Update My Security Question<\/strong><\/a><strong>&nbsp;&nbsp;<\/strong>&nbsp;<br><a href=\"https:\/\/1grid.co.za\/knowledge\/customer-zone-how-do-i-log-in\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Steps to Assist with Logging In to Your Customer Zone<\/strong><\/a>&nbsp;<br><a href=\"https:\/\/1grid.co.za\/knowledge\/customer-zone-how-to-recover-a-lost-1-grid-password\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Recovering a Lost 1-grid Customer Zone Password<\/strong><\/a>&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-11111111111111111\"><strong>Need Additional Support?&nbsp;<\/strong><\/h2>\n\n\n\n<p><strong>We&#8217;re Here to <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Help<\/strong><\/a><strong>:<\/strong>&nbsp;<\/p>\n\n\n\n<p>Verifying your account to get support isn\u2019t meant to feel like a challenge, so this easy-to-use guide makes it easy. Stuck? Contact our Support Team for help (<a href=\"https:\/\/1grid.co.za\/contact-us\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>https:\/\/1grid.co.za\/contact-us\/<\/strong><\/a>). We&#8217;re ready to see how we can help!&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>When contacting 1-grid for support, we may need to verify that you\u2019re authorised to make changes to the account. This is for your protection and ours, so here&#8217;s a quick guide on how to verify your 1-grid account for Support. What Is Verification? Verification is a process to confirm you&#8230;<\/p>\n","protected":false},"author":21,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"ht-kb-category":[1179],"ht-kb-tag":[58,1456,1455,480,1459,891,972,976,1457,1454,1090,1091],"class_list":["post-24555","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-my-account","ht_kb_tag-account","ht_kb_tag-call-support","ht_kb_tag-chat-support","ht_kb_tag-how-to","ht_kb_tag-popia","ht_kb_tag-security","ht_kb_tag-sub-account","ht_kb_tag-support","ht_kb_tag-technical-contact","ht_kb_tag-ticket-support","ht_kb_tag-verification","ht_kb_tag-verify"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to Verify Your 1-grid Account for Support - 1-grid Knowledge Base<\/title>\n<meta name=\"description\" content=\"Verification protects your account and personal data. 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