Password and account security
Guide reference: HG-0014
Quote this reference if you contact us about this guide.
Approx. 3 min read
Online passwords, contact passwords, and staying safe on the phone. We will never ask for your online shop or billing platform password.
Don't worry. A few simple habits keep your Simple Telecoms account safer without needing technical skill.
Quick answer
We will never ask for your online shop or billing platform password. You can also set up an optional contact password with our customer support so only people who know it can make account changes by phone.
More detail
Your online shop and billing platform password lets you log in to view quotes, orders, and invoices online. Keep it private and do not share it with callers.
Simple Telecoms will never ask for your online shop or billing platform password on the phone, by email, or in a text.
You can ask us to set up a contact password for your account. This is separate from your online login password.
When you call us, we may ask for your contact password after normal security checks. If someone has enough information to pass those checks but does not know your contact password, we will not make account changes for them.
If someone calls claiming to be us and asks for passwords or bank details, hang up and contact us through the website.
Keep your account safe
Choose a strong online password for the shop and billing platform that you do not use on other websites.
Store it safely at home if you need a written reminder.
Never give your online shop or billing platform password to a caller, even if they say they are from Simple Telecoms.
Ask us to set up a contact password if you want extra protection when someone calls about your account.
Share the contact password only with people you trust to speak to us on your behalf.
Log out if you use a shared computer to view bills online.
Tell us promptly if you think someone else has accessed your account.
Teach family helpers to contact us through official website pages only.
Common mistakes
- Using the same password on many websites.
- Giving online shop or billing passwords because a caller knows your name or address.
- Assuming anyone who passes basic security checks should be allowed to change your account without a contact password.
- Leaving bills or letters where visitors can read account numbers.
Things to know
- See How to spot scam calls for phone fraud tactics.
- See Managing a parent's account if you help someone else.
- Your contact password is for speaking to customer support, not for logging in online.
- Contact us, not a number from an email or text.
Frequently asked questions
Will you ask for my online password on the phone?
No. We will never ask for your online shop or billing platform password.
What is a contact password?
An optional password you set up with us. We may ask for it on support calls so only authorised people can make account changes, even if someone else passes normal security checks.
How do I set up a contact password?
Contact us and ask customer support to add one to your account.
How do I change my online password?
Use the password reset option on the shop or billing platform, or contact us through the website if you need help.
What if I forgot my online password?
Use the reset option online or contact us through the website. We will verify your identity safely.