Submitting and receiving sensitive data in a support ticket

What is sensitive data and why is it used?

There are likely to be occasions we will need to exchange sensitive data with you. We may ask you to send us some login details - or we may need to send you an updated password for example. In these cases we will request that you send these via the "Sensitive data" portion of the ticket submission/reply form.

The data that is sent via the sensitive data section is end to end encrypted and is removed after the ticket has been closed.

Sending sensitive data to the support team:

Opening a new ticket

When you open a new ticket, you'll see a Sensitive Data area towards the bottom - please ensure any sensitive data you need to send us is entered here.

Replying to an existing ticket

Once a ticket is open you can supply additional sensitive data in the same way - you will need to ensure you also add a Message.

Otherwise you'll see an error when you click Submit.

Please add a short message and you'll be able to Submit the reply successfully.

Receiving sensitive data from Krystal

If we need to send you sensitive data you can access it via the View Received Sensitive Data button while viewing the ticket.

You'll see a dated list of sensitive data we've sent you. Click the Received: link to reveal each item.

You will only see the sensitive data you've received from Krystal. The list does not show the sensitive data you've sent to Krystal.


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