User Portal Authentication
Each authorized user for your WP Engine account is able to log in to the User Portal with their designated username and password. User passwords are encrypted in our systems with a unique salt, so no one at WP Engine has access to your password (which also means that no one at WP Engine will ever ask you for your password). Please protect your passwords and don’t share them with anyone.
Because we don’t have access to your password, in certain interactions with us we may ask you for a Support PIN preceded with with a “B”. To get a Support PIN, a person must be able to log in to the User Portal with a username and password. Support PINs which begin with a “B” are designated to users who have full Owner access. We ask for a Support PIN so we can verify your identity. If you can’t provide us with a Support PIN, we assume you don’t have access to the User Portal and, thus, that you are not an authorized user on any WP Engine account.
Resetting your User Portal password
If you are an authorized user but you’ve lost your password, you can request a password reset. We cannot make any changes to your account, including your user account, unless you can validate your identity with a Support PIN. If you’ve lost access to the email address that’s on file with us, we have no way to initiate a password reset or provide you with access to your account. We take the security of our customers and their account information very seriously, and we follow these processes strictly in order to protect our customers from fraud, phishing, and social engineering attempts. Please make sure you always maintain up-to-date and accurate information with regard to your WP Engine account, taking special care to make sure your email address is correct.