Knowledgebase

Introduction

Sometimes it is necessary to share additional credentials with the cPanel support staff to assist in further troubleshooting particular issues that may require authenticating via a user, email address, or CMS.

For the security of your data and your users', we ask that you refrain from sharing credentials or any other sensitive information over ticket responses, including but not limited to: passwords, SSH private keys, certificate keys, authentication tokens, secret keys, etc.

Doing so is a security risk, and it may also cause additional delays with your request, as we have to take additional precautionary measures to ensure that the insecurely shared content is removed from our ticket system.

Procedure

The secure method of sharing additional credentials with the cPanel staff is by logging into the ticket system: 

cPanel Support Tickets

1. Sign in, if not already signed in
2. To the right of your signed-in user, click the dropdown button
   
3. Select "My activities"
   
4. To the right of the ticket subject, you can click "Add/Update"
   
5. Once the ticket dialog box appears, scroll down to "Server Notes"
   
6. Click the arrow to the right to expand the box.
   
7. Enter the additional credentials in the text box, then click "Save & Close"