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Use a support PIN

A support PIN lets you prove that you are the account holder when you call or chat with the DomainPilot team, without ever sharing your password. You create the PIN in your account just before you get in touch, then read it to the person helping you. This guide explains why that is safer and where to create and cancel a PIN.

Why use a PIN instead of a password​

When someone contacts a support team, the team needs to know the caller really owns the account before discussing it. Asking for a password would be risky: anyone who can talk a team into accepting a password, or who overhears it, could take over the account. A short-lived PIN solves this.

  • It is created only inside your signed-in account, so only someone who can sign in can produce it.
  • It works once and expires after a few minutes, so a PIN that is overheard later is useless.
  • It reveals nothing about your password.

DomainPilot never asks for your password by email, phone or chat. If someone does, it is not the DomainPilot team.

Create a support PIN​

You can create a PIN in two places. Both create the same kind of PIN.

From Login & security​

  1. Sign in to your DomainPilot account (choose Sign in at the top of the DomainPilot website).
  2. Open Menu and choose Login & security under My account.
  3. Scroll to the Support PIN section.
  4. Choose Create a support PIN.

The PIN appears on the right under Your PIN, with the time it expires shown as Valid until followed by a time. The section text tells you how many minutes a PIN lasts.

From your account home page​

  1. Open your account home page, My DomainPilot (select the DomainPilot logo at the top of any account page).
  2. In the Support PIN panel on the right, choose Create a support PIN.

The PIN is shown in the panel with Valid until and the expiry time, followed by "once", as a reminder that it works one time only. How it works in the same panel opens the Support PIN section of Login & security.

Give the PIN to the team​

  1. Create the PIN just before you call or start the chat, so it has not expired by the time you are asked for it.
  2. When the team asks you to confirm who you are, read the digits shown on screen.
  3. Do not send the PIN to anyone who contacted you first. Only give it in a conversation you started.

After the team has used the PIN, it no longer works. If you need to confirm who you are again later, create a new one.

Create a new PIN or cancel one​

You have one PIN at a time. While a PIN is active, the button reads Create a new PIN. Choosing it replaces the earlier PIN with a new one, and the earlier one stops working.

To cancel the active PIN without creating another:

  1. Open Login & security and go to the Support PIN section.
  2. Choose Cancel PIN.

The page confirms "Your support PIN is cancelled." The Cancel PIN button is only on Login & security, not on the account home page.

If the PIN is no longer shown​

For your security, the PIN itself is only shown in the browser session where you created it. If you sign in again or use another device while a PIN is still active, the page shows "A PIN is active until" followed by the time, but not the digits. Choose Create a new PIN to get one you can see.

At DomainPilot

A support PIN only helps the team confirm who you are. It does not replace the other security steps in your account: for example, if you lose access to your authenticator app, the team still checks that the account is yours before it turns two-step sign-in off. See Turn on two-step sign-in.

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