{"id":26665,"date":"2022-06-30T10:10:52","date_gmt":"2022-06-30T10:10:52","guid":{"rendered":"https:\/\/1-grid.com\/knowledge\/?p=26665"},"modified":"2025-09-18T11:48:20","modified_gmt":"2025-09-18T11:48:20","slug":"preventing-unauthorised-customers-from-accessing-1grid-support","status":"publish","type":"ht_kb","link":"https:\/\/1grid.co.za\/knowledge\/preventing-unauthorised-customers-from-accessing-1grid-support\/","title":{"rendered":"Preventing Unauthorised Customers from Accessing 1-grid Support"},"content":{"rendered":"\n<p>Keeping your account details safe is a priority with 1-grid. This means that to protect your account and data, unauthorised customers can&#8217;t use our 1-grid Support Channels when needing assistance via tickets, chat, or calls.\u00a0<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"600\" src=\"https:\/\/1grid.co.za\/knowledge\/wp-content\/uploads\/2022\/06\/1-grid-Images-for-KB-Articles-1000-x-600-px-8.png\" alt=\"\" class=\"wp-image-33503\"\/><\/figure>\n\n\n\n<div class=\"wp-block-ht-block-toc 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-\">Who is Authorised to Access 1-grid Support<\/a><\/li><li class=\"\"><a href=\"#htoc-1\">Why We Block Unauthorised Requests<\/a><\/li><li class=\"\"><a href=\"#htoc-1111\">Tickets, Chat, and Calls &#8211; How This Works<\/a><\/li><li class=\"\"><a href=\"#htoc-11111\">How to Become an Authorised Technical\/Support Contact or Sub-Account (User)<\/a><\/li><li class=\"\"><a href=\"#htoc-111111111\">What to Do If You\u2019re Blocked from Support<\/a><\/li><li class=\"\"><a href=\"#htoc-111111111111\">FAQs<\/a><\/li><li class=\"\"><a href=\"#htoc-11111111111111\">Additional Resources<\/a><\/li><\/ul><\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-\"><strong>Who is Authorised to Access 1-grid Support<\/strong><\/h2>\n\n\n\n<p><strong>Account Owner<\/strong><br>The main registered customer who owns the 1-grid account.<br><br><strong>Technical\/Support Contact<\/strong><br>Someone with authorisation to discuss different aspects of the account on behalf of the Account Owner.<br><br><strong>Sub-Account (Verified Users)<\/strong>&nbsp;<br>Someone with matching account details.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-1\"><strong>Why We Block Unauthorised Requests<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-11\">To protect sensitive billing and account information<\/li>\n\n\n\n<li id=\"htoc-to-prevent-fraud-or-social-engineering-attempts\">To prevent fraud or social engineering attempts<\/li>\n\n\n\n<li id=\"htoc-to-ensure-only-legitimate-contacts-can-make-changes-or-request-support\">To ensure only legitimate contacts can make changes or request support<\/li>\n\n\n\n<li id=\"htoc-111\">To safeguard the online elements of your business from unauthorised access or disruption<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-1111\"><strong>Tickets, Chat, and Calls &#8211; How This Works<\/strong><\/h2>\n\n\n\n<p><strong>Tickets<\/strong><br>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.\u00a0<br><br><strong>Chat<\/strong><br>Support consultants will<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/how-to-verify-your-1grid-account-for-support\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>verify<\/strong><\/a><strong> <\/strong>account details, then provide support. Subsequently, they cannot continue until a contact is added or verified.\u00a0<br><br><strong>Calls<\/strong><br>If details don\u2019t match the account, our consultants won\u2019t be able to assist. <a href=\"https:\/\/1grid.co.za\/knowledge\/how-to-verify-your-1grid-account-for-support\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Verification<\/strong><\/a><strong> <\/strong>required.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-11111\"><strong>How to Become an Authorised Technical\/Support Contact or Sub-Account (User)<\/strong><\/h2>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>1: Update Your Account Details<\/strong>&nbsp;<\/summary>\n<p id=\"htoc-111111\">It is important to make sure your email address, physical address, and any additional important information are correct and <a href=\"https:\/\/1grid.co.za\/knowledge\/how-to-keep-your-1grid-account-details-up-to-date\/\"><strong>up to date<\/strong><\/a> in your <a href=\"https:\/\/1-grid.com\/client\/clientarea.php\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Customer Zone<\/strong><\/a>.&nbsp;<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>2: Add a Technical\/Support Contact or Sub-Account (User)<\/strong><\/summary>\n<p id=\"htoc-1111111\">Account owners can <strong><a href=\"https:\/\/1grid.co.za\/knowledge\/adding-a-sub-account-or-technical-contact-to-your-1grid-account\/\" target=\"_blank\" rel=\"noreferrer noopener\">add<\/a> <\/strong>additional authorised contacts or sub-account users with specific access and permissions.<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>3: Verify Your Account for Support<\/strong><\/summary>\n<p id=\"htoc-11111111\">If your details don\u2019t match, you\u2019ll need to <a href=\"https:\/\/1grid.co.za\/knowledge\/security-how-to-verify-your-account-for-support\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>verify<\/strong><\/a> ownership.<\/p>\n<\/details>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-111111111\"><strong>What to Do If You\u2019re Blocked from Support<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-1111111111\">Confirm your account details are up to date&nbsp;<\/li>\n\n\n\n<li id=\"htoc-ask-the-account-owner-to-add-you-as-a-contact\">Ask the account owner to add you as a contact or sub-account user&nbsp;<\/li>\n\n\n\n<li id=\"htoc-11111111111\">Complete account verification before trying again&nbsp;<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-111111111111\"><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: Can technical\/support contacts request a \u201cPassword Reset\u201d on my account<\/strong>?<\/summary>\n<p id=\"htoc-1111111111111\">No, they can&#8217;t directly request this, as we send it to the primary registered email address on the account. However, if you<strong> <a href=\"https:\/\/1grid.co.za\/knowledge\/adding-a-sub-account-or-technical-contact-to-your-1grid-account\/\" target=\"_blank\" rel=\"noreferrer noopener\">add them as a &#8216;User&#8217;<\/a><\/strong> under &#8216;User Management&#8217;, you can then provide their email address so they receive the link to complete a password reset on the account as a sub-account.<\/p>\n<\/details>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-11111111111111\"><strong>Additional Resources<\/strong><\/h2>\n\n\n\n<p><strong><strong><a href=\"https:\/\/1grid.co.za\/knowledge\/how-to-verify-your-1grid-account-for-support\/\" target=\"_blank\" rel=\"noreferrer noopener\">How to Verify Your 1-grid Account for Support<\/a>\u00a0\u00a0<\/strong><\/strong><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><strong><a href=\"https:\/\/1grid.co.za\/knowledge\/adding-a-sub-account-or-technical-contact-to-your-1grid-account\/\" target=\"_blank\" rel=\"noreferrer noopener\">Adding a Sub-Account or Technical Contact to Your 1-grid Account<\/a><\/strong><br><strong><a href=\"https:\/\/1grid.co.za\/knowledge\/deleting-a-sub-account-or-technical-contact-from-your-1grid-account\/\" target=\"_blank\" rel=\"noreferrer noopener\">Deleting a Sub-Account or Technical Contact from Your 1-grid Account<\/a><\/strong><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>\u00a0<br><a href=\"https:\/\/1grid.co.za\/knowledge\/how-to-update-a-security-question\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Updating My Security Question<\/strong><\/a><strong>\u00a0\u00a0<\/strong>\u00a0<br><a href=\"https:\/\/1grid.co.za\/knowledge\/customer-zone-how-do-i-log-in\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Logging In to Customer Zone<\/strong><\/a>\u00a0<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 Password<\/strong><\/a>\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-111111111111111\"><strong>Need Additional Support?<\/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>Keeping your account safe while verifying your details with our Support Team doesn\u2019t have to feel like a challenge because 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>Keeping your account details safe is a priority with 1-grid. This means that to protect your account and data, unauthorised customers can&#8217;t use our 1-grid Support Channels when needing assistance via tickets, chat, or calls.\u00a0 Who is Authorised to Access 1-grid Support Account OwnerThe main registered customer who owns the&#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":[1452,1285,95,1456,170,171,1455,261,582,584,756,757,976,1453,1457,1013,1454,1014],"class_list":["post-26665","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-my-account","ht_kb_tag-account-security","ht_kb_tag-act","ht_kb_tag-any","ht_kb_tag-call-support","ht_kb_tag-cannot","ht_kb_tag-cant","ht_kb_tag-chat-support","ht_kb_tag-customer","ht_kb_tag-log","ht_kb_tag-logging","ht_kb_tag-popi","ht_kb_tag-popi-act","ht_kb_tag-support","ht_kb_tag-support-process","ht_kb_tag-technical-contact","ht_kb_tag-ticket","ht_kb_tag-ticket-support","ht_kb_tag-tickets"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Preventing Unauthorised Customers from Accessing 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