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Your phone PIN: how we check it is you when you call
When you call Kualo support, read us the six-digit phone PIN from my.kualo.com/pin so we can check it is you before discussing your account.
When you speak to our support team on the phone, we check who we are talking to before we discuss your account. The quickest way to do that is your phone PIN: a six-digit number you read to us from your MyKualo account.
Why we check who you are
Think of Kualo like your bank. We will not confirm that an account exists, or discuss anything about it, until we know we are talking to someone allowed to hear it. This protects your websites, email and billing details from anyone pretending to be you.
What your phone PIN is
- It is six digits, and it changes every 30 seconds, like the codes from an authenticator app.
- It is yours alone. Every contact on an account who has their own MyKualo login has their own PIN, so we know exactly which person we are speaking to.
- We never see it. You read it to us, and our system checks it.
How to find your phone PIN
- Go to my.kualo.com/pin.
- Log in to MyKualo if you are asked to. You come straight back to the PIN page.
- Read us the six digits showing on the screen.
Your PIN is also shown at the top of your MyKualo home page, under Calling us?
The number changes every 30 seconds, and a ring around it shows how long the current one has left. If it changes while you are reading it out, just give us the new one.
If you cannot log in
That is fine. We can check who you are in another way:
- A code by email. We send a six-digit code to the email address on your account, and you read it back to us. It lasts 10 minutes.
- Security questions. If you cannot get to your email either, we ask a couple of questions about your account.
We only ever send codes to the email address already on your account, never to an address given to us during the call.
When we call you
When we ring you, we first ask for you by name. Before we talk about your account, we check it is you in the same way, usually with a code sent to your email, because you may not be at a computer. We only explain why we are calling once you have passed the check.
If you are not available, we leave a message saying only that Kualo called and how to reach us.
Contacts on your account
If other people on your account have their own MyKualo login, each of them has their own phone PIN. When one of them calls, we only discuss what their permissions on the account allow. Learn how to add contacts and sub-accounts.
Keeping your PIN safe
Only read your phone PIN to Kualo support, on a call you are sure is with us. We will never ask for your password. If you are unsure about a call that says it is from Kualo, hang up and call us back on the number on our website.
- If a wrong PIN is entered five times in an hour, the phone PIN is paused for an hour. We can still check who you are by email code or security questions.
- A PIN that has been read out stops working within a couple of minutes, so an old one is no use to anyone.
For extra protection on your MyKualo login itself, you can enable two-factor authentication (2FA) with an authenticator app.