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Getting help & verifying your identity

When you contact Orderly support, through in-app chat, phone, or email, we may ask you to verify who you are before we make any changes on your account. This keeps your organization's data safe: only someone who can prove they hold an account can authorize an agent to act on it.

You verify with two things, both under Settings → Support:

  • Customer Number: a permanent identifier for your organization, in the form ORD-XXXXXX. It's safe to share with support.
  • Support code: a personal, rotating PIN in the form XXXX-XXXX. Treat it like a password: it's tied to you, not shared across your team.

Finding your details​

  1. Open Settings and go to the Support tab.
  2. Your Customer Number is shown at the top.
  3. Under Support code, select Reveal / rotate to generate a fresh code. The code is shown once, copy it before you close the dialog.

Your support code is valid for 90 days. You can rotate it at any time; doing so immediately invalidates the previous one.

Verifying during a conversation​

However you reach us:

  • In-app chat / Messenger: the assistant will ask for your Customer Number and support code. Paste them in when prompted.
  • Phone: read your Customer Number and support code to the agent.
  • Email: include your Customer Number; an agent will confirm the support code through a secure channel before making changes.

Once verified, the agent sees a summary of your organization (plan, balance, open orders) and can help immediately.

What an agent can and can't do​

  • A verified agent opens a read-only session by default, they can look, not change.
  • To make a change on your behalf, the agent must elevate the session and record a reason. Every action is logged against that individual agent's identity.
  • Sessions are time-limited and end automatically.

Keeping your account secure​

  • Never share your support code in public forums, screenshots, or unsolicited emails. Orderly will only ask for it inside our own chat, on a call you initiated, or to confirm an email request.
  • Rotate your code immediately if you think it has been exposed.
  • Your code is stored only in a hashed form, Orderly staff cannot read it back, which is why a genuine one is needed to verify you.