Knowledgebase

When troubleshooting website, hosting, email or application issues, our support team may require access credentials to investigate the problem.

For your security, Snowtech Services provides a Secure Credentials feature within the Client Area that allows sensitive information such as usernames and passwords to be stored securely rather than being posted directly into a support ticket.

Adding Secure Credentials to a Ticket

1. Log in to the Snowtech Services Client Area.
2. Open the support ticket you have recently submitted.
3. Locate the Secure Credentials button at the top of the ticket.
4. Click the button to open the Secure Credentials form.
5. Enter the requested information.
6. Click Save Credentials.

[Screenshot: Secure Credentials button at the top of a support ticket]

Information You May Be Asked to Provide

Depending on the issue being investigated, our support team may request:

• cPanel Username and Password
• WordPress Administrator Login Details
• FTP or SFTP Credentials
• Email Account Credentials
• Server Login Information
• Third-Party Service Access Details

How Secure Credentials Work

Credentials submitted through the Secure Credentials feature are encrypted and stored separately from the ticket conversation.

Unlike standard ticket replies, sensitive information entered into the Secure Credentials form is protected and only accessible to authorised support staff when required for troubleshooting.

Updating Existing Credentials

If you need to change or update the credentials provided:

1. Open the support ticket.
2. Click the Secure Credentials button.
3. Update the relevant information.
4. Save the changes.

When Should I Use Secure Credentials?

You should use Secure Credentials whenever Snowtech Services requests access details or whenever you need to provide:

• Passwords
• Login usernames
• Server access details
• Website administration credentials
• Email account credentials

Need Assistance?

If you are unable to locate the Secure Credentials button or need assistance providing access details, please reply to your ticket and a member of our support team will be happy to assist.