A lot of times customers submit ticket and say something similar or the following:
“Hi,
My domain is customersdomain.com and I forgot my password. Please reset it ASAP and send login details to email@randomemailaddressnotinoursystem.com as this is urgent
Thanks
Bye”
Any decent host would of course require you to submit verification details prior to completing request. Lets look into why this was a poor ticket.
At this point only two things have been verified. The domain customer wants password reset for and the email address they want password sent to. Nothing confirming account ownership has been provided.
Most of these request do in fact turn out to be valid requests from the actual customer, but lets say that wasn’t the case. As a customer I’m sure you wouldn’t appreciate your account information being turned over so easy.
A better request would have been worked something like:
“Hi,
My domain is customersdomain.com and I forgot my password. Please reset it ASAP and send login details to my primary email address on file which is email@addressinoursystem.com as this is urgent.
The last four digits of the credit card on file for my account are xxx
Thanks
customer name”
First of all we are assuming this email was sent from the address that is on file for account. With most ticket systems whenever an email is sent from your primary address automatically pulls up all your account information linking you to the domain in question.
Providing the last four digits of your credit card, paypal transaction ID or other payment information also further verifies ownership.
We don’t require this information to hassle you. This information is required to protect you and your account. The more relevant details you provide the better you allow your host to assist you.
When sending sensitive information such as even the last four digits of your credit card it is advised to do this by logging directly into our ticket system as this is secured rather then sending through email.