Table of Contents
Introduction
At iCoreHosting, keeping your account safe is our #1 job. This article explains a simple but strict rule we follow: We cannot send passwords or private info to an email address or phone number that is not saved in our system.
Why We Do This
We follow this rule to stop "social engineering" attacks. This is when a stranger pretends to be you to steal your data. By only talking to the contacts you have officially saved, we ensure that we are always talking to the real owner of the account.
Definitions
- Registered Contact: An email or phone number you have saved inside your iCoreHosting account portal.
- Unregistered Contact: Any email or phone number that is not in our list (even if it really belongs to you).
- PDPA: A law that says we must protect your private data from strangers.
The Rule & How to Add Contacts
1. The Rule
We will never send login details, invoices, or server settings to an Unregistered Contact. This applies to:
- Passwords (cPanel, WordPress).
- Billing receipts.
- Private server details.
2. How to Add a New Email or Phone Number
If you want us to reply to a new email address or a staff member, you must add them first:
- Log in: Go to https://billing.icore.com.my.
- Go to Settings: Click on "Hello, [Name]!" at the top right, then click "User Management" or "Contacts".
- Add New: Fill in the name and email of the person you want to add.
- Save: Once saved, our support team is allowed to talk to them!
Common Mistakes
- Using a Personal Email: You signed up with your work email, but you email support from your personal Gmail. We cannot reply to the Gmail because it's not on the list.
- Asking to "CC" a Friend: "Please CC my manager." We can only do this if your manager is added to the account first.
- Saying "It's really me!" on the phone: Even if we believe you, we cannot break the security rules. You must update the portal first.
Who Does What?
iCoreHosting's Job:
- Check every request to make sure the email matches our records.
- Block anyone who is not on the list to keep your data safe.
Your Job:
- Keep your email and phone number updated in the portal.
- Add your staff or developers as "Contacts" if they need to ask for help.
Need Help?
If you lost your password and cannot log in to update your details, contact us for help.
- Client Portal: https://billing.icore.com.my
- Open a Ticket: https://www.icore.com.my/support
FAQ
Q: I am the owner, but I am emailing from my iPad. Why won't you answer?
A: We don't know who is holding the iPad. We only trust the email address saved in our system. Please use that one.
Q: Can I add my web developer to the account?
A: Yes! Log in to the portal and add them as a "Sub-Account" or "Contact." Then they can talk to us directly.
Q: What if I lost access to my registered email?
A: Please contact our support team. We will ask for proof of ID (like a company document) to verify it is really you.
Summary
To keep you safe from hackers, iCoreHosting only talks to emails and phone numbers that are saved in your account. If you want us to reply to a new address, please log in and add it first.
Real Examples
| Scenario | Result |
|---|---|
| You email us from the exact email address listed in your account. | Success! We reply immediately. |
| Your freelance designer calls from a personal number asking for passwords. | Blocked. We ask you to add them to the account first. |
