> Note: This article covers the Velaro Messaging platform (V20).

Verify me (rotating code)

Go to Help & Support in the sidebar, then Verify & My Tickets. The Verify me tab shows a code that changes every few minutes, with a countdown. Read the code to Velaro support when you call us, so we know the caller really is the administrator of your workspace. Only site administrators can see the code. Never read it to anyone who called you first. Velaro support will never ask for it.

My tickets

The My tickets tab lists every support request for your workspace, newest first: ticket number, subject, status, where it was opened (admin app, phone, email) and how the requester was identified. Tickets opened while you were signed in are marked "authenticated session". Tickets opened by phone or email appear here after Velaro support has matched them to your workspace.

How Velaro support identifies you

A signed-in session, a rotating code read aloud, or a code texted to a number you verified before count as verified. Anything else is treated as unverified: support can take a message or open a ticket, but will not share account details or change anything.

After-hours support

After-hours support depends on your plan; see your plan under Billing, Usage Overview.