Our support line can now verify who you are, the same way our AI receptionist verifies your callers before it discusses a booking or a refund. Ask something like "what plan am I on" or "is my subscription active" and the line asks for the email on your account, emails a real six-digit code to it, and asks you to read it back. Get it right and, for that call only, it can tell you your plan, whether it is active, and whether your account is suspended — nothing is changed, only read back to you.
It answers exactly the same way whether or not that address has an account with us, so it can never be used to work out who our customers are, and a wrong code is refused however many times it is tried — five wrong attempts and it stops trying the code and offers you a person instead. A code expires after ten minutes even if it is correct after that. Everything the line will still never do — set a new password, turn two-step verification off, remove a device, change your email, or unlock an account — is unchanged; those still go to a person who verifies you a different way. What our support line can and can’t do