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How to Share a Password With Support Safely

Send a server password to our support team without pasting it in the chat. The Private data option stores it encrypted and only our team can open it.

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To share a password with SolumeCore support safely, open your ticket, click Share a password safely under the message box, type the data and click Share encrypted. The data is stored encrypted and never appears in the conversation or in emails; only our support team can open it, and every time someone does, it is logged.

Use this whenever our team asks for a login, such as the root password of your VPS or an SFTP password. Never paste a password as a normal message.

Before you start

You need an open ticket. If you do not have one yet, create it first, as explained in how to open a support ticket, and then add the private data from inside the ticket.

Share the data step by step

  1. Go to Tickets in the dashboard and open your ticket.
  2. Under the reply box, click Share a password safely. You can also open the More actions menu (the three dots) at the top of the ticket and choose Private data.
  3. In What do you want to share?, type the information. For example: user / password.
  4. Click Share encrypted.

You see a confirmation that it was saved encrypted. The ticket header now shows a counter, such as "1 private item".

What happens to the data

  • It is stored encrypted. It never shows up in the conversation, in the ticket emails or in notifications.
  • Only the support team can open it, and each time someone opens it, that is recorded.
  • After a retention period, the data itself is deleted. By default that is 30 days. The record that it existed, who shared it and who opened it, stays.

See what you already shared

Open Private data again. Under Already shared you see each item with who shared it and when. Click Show to reveal an item. Our team can also share data with you this way, for example a temporary password. In that case the list shows the name of the team member and when they shared it.

Good practices

  • Share only what is needed to solve the problem, for example one server's login, and nothing else.
  • Never share your SolumeCore account password.
  • When the ticket is solved, change the password you shared. In a VPS you can change the root password in a minute.
  • If you enabled two-step verification, keep the codes to yourself.
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Important

If you already pasted a password in the normal conversation, change it now. A message in the chat is not encrypted the way private data is.

FAQ

Can I send a password in a normal ticket message?

You can write it, but you should not. Messages are part of the conversation and are not meant for secrets. Use Private data instead.

Who can see the private data?

Only our support team. It does not appear in emails or in the visible conversation.

How long is the data kept?

By default, 30 days. After that the content is deleted and only the record of who shared it and who viewed it remains.

Can I share an SSH key or an API token this way?

Yes. It is free text, so you can share a login, a key or any short piece of text that our team needs to help you. Share only what is necessary.

Need a server where support can help you quickly? Compare the SolumeCore VPS plans.

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How to Share a Password With Support Safely