Do you need to update your account details and have reached out to customer support? If you are reaching out on a different email from the admin email of the website, the customer support team will ask you to update details through My Account settings, as they are not able to make any changes.
To maintain the security, privacy, and integrity of your website, it's crucial that the owner of the website using the admin email is the only person to change account details. If you have recently sold your business or have taken over a website, you will need to follow the process below:
While we may understand that you are the owner of the site reaching out, if we are unable to authenticate the details you provide, there are several reasons we are unable to make account changes:
One reason that the customer support team are unable to change any details is due to security. This is to make sure the details are updated by the owner of the account and not somebody else. Your login details, such as username and password, are the primary means of authentication and access control for your website. Sharing or changing these details increases the risk of unauthorised access to your site.
Your website may contain sensitive information about you, your business, or your users. This is why it is important that we maintain control over who has access to your website's dashboard. And can therefore not change the account details for an unauthorised person.
You can trust our customer support team to never hand over the keys to your website to an unauthorised person. This is an important value our team strongly stands behind.
We hope you understand the reasoning behind why we are unable to make admin changes to unauthorised users. Please reach out to email@example.com if you have any concerns.