How to Privately Share Credentials with Support

Do you need to share your site’s login credentials to help fix a problem but feel worried about security? Sharing private information via email can lead to security concerns, but using a temporary link will ensure that your password won’t be sitting in an inbox forever. In this article, we’ll show you how to securely and privately share your site’s login credentials with our support team.


Why Support Might Need Site Logins

Sharing your site’s login information isn’t always necessary. But sometimes, support issues are less general and more specific to a user’s individual site. When this happens, sharing logins with our support team will allow us to not only find the problem faster but fix it sooner, too.

Our support ticket form contains two optional fields: Your Website Username and Your Website Password.

The WPForms support system is fully secure. When the WPForms support team replies to your message, however, the full contents of your original ticket will be included in that email thread. This includes your site’s username and password (if you decide to share those details).

So when sharing site logins, you’ll want to:

  1. Create a temporary administrator account that you can delete afterwards
  2. Create a temporary link to share these temporary credentials by using a site like One Time Secret

How to Share Login Credentials Privately

To share your credentials privately with our support team, go to WPForms.com and click on the Login link on the top right corner of the page.

account-login

Once you’ve logged in, click on the Support link.

account-support

After clicking on the Support link, click on the Submit a Support Ticket on the left.

submit-support-ticket

You’ll then be taken to our Documentation page. You’ll have the option of looking through our written guides first to find the answer to any of your questions.

But if you can’t find the solution here, you can click on the Submit A Ticket button towards the bottom of the page.

account-documentation

Go ahead and fill out the support form, but skip the website username and password fields for now.

support-form

In new tab, go to One Time Secret. This website will allow you to create a temporary link that will let you to share your site’s login credentials without including them in the support ticket it self.

On this form, you’ll enter the WordPress username and password for the temporary administrator account you created. You can also optionally set a passphrase and set the lifetime, which will determine how long the link will stay active.

We recommend allowing at least 1 day to ensure our support team has a chance to use the link before it expires. If you’re contacting support on a Friday or the weekend, we recommend setting the lifetime to 3 days.

one-time-secret-form

Once you’ve entered all of your information, click on the Create a Secret Link button. After your secret link has been generated, you can include this link in your support message.

That’s it! You can now share your site’s login credentials with our support team safely and privately. Be sure to check out our Troubleshooting Guide which shows you some basic troubleshooting steps you can try before contacting support.