When our Support team needs to verify your identity and account access, they will request your unique Support PIN. This PIN is unique to you and your User Portal account. If you have multiple User Portal accounts, each user will have a different PIN for each hosting account.
Locating Your Support PIN
When you’re signed in to the User Portal, you will find your Support PIN by clicking the info icon in the upper right-hand corner next to the Support (24/7) link.
Billing Support PIN
When contacting Support you may be asked for your “Billing Support PIN” in some scenarios. This is because some requests must be made by a user with Billing access on the account: Owner, Full with Billing, or Partial with Billing users. Learn more about User Portal user roles.
Users who have Billing access on the account are denoted with “B” at the beginning of their Support PIN, while those without Billing access begin with an “A” instead. You can check which users are assigned different roles from the Users tab at the top of your User Portal.
Generating a new Support PIN
Should you ever need a new Support PIN, you can generate a new random pin number by clicking the refresh icon to the right of your current PIN. If you ever need to recover access to your User Portal account, please visit our guide, Recovering Access to Your User Portal Account.
The new Support PIN is just one of many ways WP Engine offers you a world-class support experience. If you have any additional questions, please contact us via Live Chat–available 24/7 in your User Portal–for more information.