IT Solver accepts a request only from a person who has the authority to make it. We use the roles in your IT Solver dashboard to decide what each person can ask for, and we check who you are before we give account details or make a change.
What each person can ask for
Your role on the business's dashboard account sets what you can ask us to do. When you phone us, we use the same role that you have in the dashboard.
- Owner: all requests for the business. This includes orders, cancellations, billing, users, staff data and domain transfer codes.
- IT manager: orders, cancellations, billing, users, settings, services, domains and hosting. An IT manager cannot get a domain transfer code and cannot add, change or remove an Owner.
- Billing only: billing, invoices, payment methods and the number of Microsoft 365 licences (buy or change licences). No other changes and no staff data.
- Web designer: domains, DNS, websites, hosting and control panels. No billing, no orders and no staff data.
- Staff with no dashboard role: help with their own account and their own device only.
Contacts that your business authorises in writing can also order, change or cancel services. The easiest way to let someone make requests is to give them a dashboard role. See Give a team member access to the dashboard. To authorise someone without a dashboard role, contact IT Solver. For the full list of what each role can do in the dashboard, see What each dashboard role can do.
Check or change a person's role
An Owner or an IT manager can see and change roles. An IT manager can add, change or remove only Web designer and Billing only people. You cannot change your own role. Ask another Owner to do it.
- Sign in at dashboard.itsolver.net.
- On a phone, select the menu button (three lines) at the top of the page to open the sidebar.
- Select your name at the bottom of the sidebar to open the account menu.
- Select Account access.
- Find the person's email address in People with access. Their role shows next to their email address. If you cannot change a role, it shows as text only. Role changes take effect immediately.
To give a new person a role, see Give a team member access to the dashboard. To change or remove a role, see Change a role, remove access or resend an invitation.
How we check that it is you
- Before we give account details or make a change, we identify you. We check you against the contact details we have on file, or we call you back on the phone number on file.
- If we cannot identify you, we give only general information.
- We do not accept authority that someone passes on. If a person says "the owner said it is OK", we confirm the request with an authorised contact first.
What we never ask you to tell us on the phone
We never ask you to read out, and we do not record:
- passwords, MFA codes or verification codes
- card numbers or bank details
- BitLocker recovery keys
- domain transfer codes
A remote support session code is different. Read it only to an IT Solver technician who is on the phone with you now. See Start a remote support session.
If you start to read one out, we stop you and send you to the dashboard or a secure link. If someone who says they are from IT Solver asks for one of these, do not give it. Phone us on 07 3123 6000.
Paid work needs a clear yes
Some work is not included in your services or support plan. Before we start it, we tell you that it costs extra and we tell you the price. We start only after an authorised contact says yes. To compare what each plan includes, see Essential and Premium support plans: what is included. To get a price first, see Ask IT Solver for a quote.
Requests we pass to a staff member when you phone us
When you ask us for one of these by phone, an IT Solver staff member always handles the request, whatever your role:
- Moving a domain to another provider, moving a phone number to another provider, or removing an Owner.
- A refund, a credit, a discount, a billing dispute, or a request to cancel and close your account.
- Deleting data that cannot be recovered, such as a mailbox, a device wipe or a website.
- A complaint or a legal matter.
If the dashboard can do the task, you can do it there yourself. For example, an Owner can get a domain transfer code, and an Owner can change or remove another Owner on Account access. The dashboard does not let you remove the last Owner. See Get your domain password to move a domain away. For refunds and charges, see Ask about a charge or get a refund.
Examples
Your bookkeeper asks us to add a new staff member
Your bookkeeper has the Billing only role. They phone us to set up a mailbox for a new employee.
What happens: Billing only cannot ask for user changes. We ask an Owner or an IT manager to make the request. They can also add the user in the dashboard.
A staff member says the owner approved more licences
A staff member with no dashboard role phones us. They say the owner told them to order five more licences.
What happens: we do not accept the approval from the caller. We contact the Owner, or another authorised person, to confirm before we order.
Your web developer wants the domain transfer code
Your web developer has the Web designer role. They ask for the transfer code to move your domain to their registrar.
What happens: only an Owner can get a domain transfer code. The Owner signs in to the dashboard and gets the code, then decides whether to give it to the developer.
A new employee cannot sign in to their own email
A new employee has no dashboard role. They phone us because they cannot sign in to their own mailbox.
What happens: after we identify them, we can help with their own account and device only. We cannot change other people's accounts or business settings for them. If your support plan does not include this help, we tell you the price first, and an authorised contact must say yes.
Still have a question?
Questions? Email support@itsolver.net or phone 07 3123 6000.
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