Support PIN and account recovery

Your personal support PIN identifies you to Screenly support, and what happens when a workspace owner is unreachable.

Your support PIN

Support asks for a personal PIN to confirm who you are before discussing a workspace.

Choose Account settings from the account menu at the bottom of the sidebar, open the Security tab, and find Personal support PIN. The PIN is masked until you select the button next to it.

The PIN changes every 24 hours, so read it when you open the ticket rather than saving it for later.

Give it when you open a ticket. It saves a round trip.

When an owner is unreachable

Some situations cannot be fixed from inside the dashboard: the owner has left and their mailbox is closed, or the owner's email domain has changed and nobody can receive the code.

These go through account recovery, which is an identity verification process rather than a support request. Open a ticket titled Owner Account Recovery Needed.

Two things to expect. It takes two to five days on average, with no guaranteed maximum, because it exists to make impersonating an owner difficult. And if any activity is seen on the owner's account while the request is open, the request is rejected and closed, on the reasonable assumption that the owner is reachable after all.

Opening more tickets does not make it faster.

[!NOTE] Transferring ownership before someone leaves takes about a minute. See Roles and permissions.