From time to time we will need access to something on your side — your domain registrar, your Google or Microsoft admin console, or another service — to do work for you. How that access is handed over matters, because support tickets are email under the hood, and email is not a safe place for secrets.
Never put passwords in a ticket
Please do not email us passwords or paste them into a support ticket, even if we are the ones asking for access. Ticket messages travel as email and sit in inboxes indefinitely — if any account along the way is ever compromised, that password is exposed. This is easy to do without thinking, especially when you are trying to be helpful and move fast, so we would rather set the expectation clearly: credentials go over the phone, never in writing.
Use the phone for credentials
When we genuinely need a password, we will arrange a quick call and you can read it to us directly. Nothing is written down in the ticket, and you can change the password afterward if you like. If you are ever unsure whether a request for credentials is really from us, calling us is also the fastest way to verify.
For Google or Microsoft admin access, make us a temporary user
Rather than sharing your own admin login, the safer pattern is:
- Create a new, temporary admin user in your Google Workspace or Microsoft 365 admin console just for us.
- Hand over that user's details by phone.
- When the work is finished, delete the temporary user.
This way your own password never leaves your hands, our access is clearly scoped, and removing it is one click — no lingering shared logins to remember about later.
Two-factor codes happen live
If an account has two-factor authentication, keep in mind that those codes expire in about a minute. Texting or emailing a code back and forth almost never works — by the time we type it in, it is dead. Plan for those handovers to happen live on a call, where you can read the code the moment it appears and we can enter it immediately.
When we need access for a job, give us a call to hand over credentials safely — and use a support ticket for everything that is not a secret.
