How to Set up a Support Passphrase in Manage

Posted on by dpepper | Updated:
Reading Time: 2 minutes

Liquid Web requires anyone contacting our support team to authenticate their account in order to receive any nonpublic information about a website, or to receive any information about a server or account.

Authentication is a critical step in ensuring that your data remains secure and that no personal or privileged information is ever provided to anyone other than you, the account holder, or your authorized representative.

To authenticate, you will need to provide your Support Passphrase any time you call for support or contact us via LiveChat. The only exception is for chats initiated while logged in to Manage, which are considered pre-authenticated.

If you do not yet have a Support Passphrase or have forgotten it, you can easily set or reset it from your Manage dashboard.

Step #1: Log in to Access Your Account Settings

Log into your account at

  1. If you’re unable to locate your password, you can click the Forgot Password link and enter your username to receive an email and instructions to reset your password.
  2. The email will be sent only to the primary email address we have on file for your account.

Once logged in to your Manage dashboard, click on the Account link in the menu on the left side of the page to bring up your Account Summary.

Step #2: Set or Update Your Support Passphrase


The Support Passphrase button is located on the menu bar between your Account # and New Support Request. To view the current support passphrase, click Support Passphrase and then Reveal Passphrase.

To edit your passphrase, click the Edit Passphrase button. Input your preferred passphrase and then click the Save button to update our records,

Keeping Your Data Secure

By setting your Support Passphrase and providing it when you call, you can help us to ensure that only you have access to information about your account.

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