How we verify your identity

Before support changes anything sensitive on your account we confirm we are talking to an authorised person. Here is how, and how to set a support PIN.

Owner identity verification (required to go public)

Before a facility can appear on storagereservations.com, have a public (indexable) website or take online payments, its account owner verifies their identity once. Everything else, creating the account, setup, previewing your site, themes and templates, importing data, works before you verify.

Why: renters pay and store belongings with facilities they find through us. Confirming that a real, accountable person owns each account stops fake listings and payment fraud, and protects your payouts.

How:

1. Go to Verify your identity in your manager area (it's the first step of the Get set up checklist).
2. Read the notice, choose your state and give consent.
3. Pick a time that suits you for a short live video call (about 5 minutes). You show a government-issued photo ID on camera. Online ID + selfie checks will be offered here once switched on.
4. We record only the result, the method, the date and who reviewed it. Calls are not recorded unless you separately agree, and we never keep ID images or selfies.

Prefer to meet in person? Say so in the notes and we'll arrange it. Facilities that were already approved before this rule stay live. You'll see Verification due until you complete it.

When you contact Storage Reservations support by phone, chat or ticket, we confirm who you are before we change anything sensitive on your account: the account owner, payout or payment settings, who has access, two-factor sign-in, or data exports.

Ways we can confirm it's you

• You're signed in. If you message us from live chat or a ticket while signed in to your manager account, we can see that and it counts as a strong check.
• Support PIN. A 4–6 digit PIN you choose under Settings → Account security → Support PIN. We never ask you to read out your password, and staff never see your PIN. They type what you say and the system tells them whether it matches. Too many wrong tries locks PIN checks for an hour.
• One-time code. We can send a 6-digit code to the email address or phone number on your account and ask you to read it back.
• Callback. We hang up and call you back on a number already on file for your account or facility.
• Account questions. For example the last 4 digits of the phone number on file or the number of units at your facility. These only count together with another check.

For sensitive changes we need either one strong check (signed in, or a one-time code) or two of the others, completed within the last 30 minutes.

What we will never do

• Ask for your password or a two-factor code from your authenticator app.
• Make an account change because someone sounds urgent or claims to be the owner without passing these checks.

Set or reset your support PIN

Go to Settings → Account security in your manager area, choose Support PIN, and enter 4–6 digits. You can replace it any time; the old PIN stops working immediately. Each person on your team has their own PIN.