Secure information in support replies
When our support staff need to send you something sensitive, such as a new password, a key or a recovery code, they can attach it to a reply as secure information. It is kept encrypted and you can view it once.
Viewing it
- You get the usual email that we replied. It says the reply includes secure information and what it is (for example "FTP password"), but never the information itself.
- Sign in at /account with the address the request was opened with, and open the request under Support.
- On the reply, choose View secure information and confirm. It is shown on the page. Copy it somewhere safe, such as your password manager, before you leave: this is the only time it is shown.
Afterwards the reply says when it was viewed. Depending on what our staff chose, the information is then deleted, or kept for our staff only, for example so we can check a setting with you later. Either way you cannot view it again; ask us in a reply if you need it once more.
Who can view it
- Only the person the request is for (its requester), signed in to their Zappocity account. If you wrote to us by email and have no account yet, sign up with that same address and confirm it; the request then shows under Support.
- Not people copied on the request: they see that the reply has secure information, not what it is.
- Not through the "read and reply on the web" link in an email, even where that link opens the request without signing in. Anyone who can read your mail could follow that link, so secure information always needs you to sign in.
If it says "already viewed or deleted"
It was viewed already (perhaps in another tab), or our staff deleted it, for instance because they sent the wrong thing. Reply on the request and we will send it again.