Question 1

How do I enable two-factor authentication (2FA)?

Accepted Answer

Two-factor authentication adds a second verification step at login. After entering your password, you will be asked for a 6-digit code from an authenticator app. Even if someone has your password, they cannot log in without the code. To set it up, go to the Account page and open the Security section. Click "Enable two-factor authentication". A QR code appears; scan it with an authenticator app such as Google Authenticator, Authy, or 1Password. The app generates a new 6-digit code every 30 seconds. After scanning, enter the current code from your app to confirm the link is working. Once confirmed, 2FA is active on your account. At the same time, you are shown 10 single-use recovery codes. Copy and store these somewhere safe; a password manager is ideal. If you lose access to your authenticator device, these codes let you get back into your account. Each code works once only. From this point, every login will ask for a code after your password. If you switch phones or reinstall your authenticator app, set up the account again by scanning the same QR code, or disable and re-enable 2FA to generate a new one.

Question 2

How do I add a passkey to my account?

Accepted Answer

Passkeys are a password-free login method using your device's built-in authentication (Face ID, fingerprint, Windows Hello, or a hardware security key). They are more secure than passwords because they are tied to your device and cannot be phished. To add a passkey, go to the Account page, open the Security section, and click "Add passkey". Your browser will prompt you to authenticate using whichever method your device supports: face scan, fingerprint, PIN, or security key. Once confirmed, the passkey is registered to your account. At login, instead of entering a password you can click "Use passkey" and authenticate with your device. You can register multiple passkeys (one per device) so you can log in from any of them. If you remove a device or want to tidy up your passkeys, go to the Security section and click the delete icon next to the passkey you want to remove. Removing all passkeys does not disable your account; you can still log in with your password and 2FA if enabled. Passkeys work in Chrome, Safari, Firefox, and Edge on supported devices. If your browser does not support passkeys, the option will not appear.

Question 3

What are recovery codes and how do I use them?

Accepted Answer

Recovery codes are single-use backup codes generated when you enable two-factor authentication or add a passkey. They let you access your account if you lose your authenticator app or your device. When you set up 2FA or add a passkey, you are shown 10 recovery codes once. Copy them somewhere safe; a password manager or a printed sheet stored securely are good options. Each code works once only; once used it cannot be used again. To use a recovery code at login, enter your password as normal, then choose "Use a recovery code instead" when the 2FA prompt appears. Enter one code and your account will unlock. That code is immediately marked as used. If you start running low on codes, go to Security Settings and click "Regenerate recovery codes". You will get a fresh set of 10 and all your previous codes, including any unused ones, are cancelled immediately. We prompt you to regenerate when you have 2 codes remaining. If you have no codes left and cannot access your authenticator, contact us at hello@zerosrp.co.uk. We will ask you to verify account ownership before manually resetting your 2FA. This takes longer than using a recovery code, so keeping your codes stored safely is important.

Question 4

How do I change my email address?

Accepted Answer

Go to the Account page and find the Email section. Enter your new email address and click Save. A verification email is sent to the new address; you must click the link in that email before the change takes effect. Until you verify the new address, your account continues to use the old one. If you do not receive the verification email, check your spam folder. The link expires after 24 hours; if it expires, save the new email address again to send a fresh verification. Your login email updates automatically once the new address is verified. If you use your email address to log in, use the new one from that point forward.

Question 5

How do I change my username?

Accepted Answer

Go to the Account page and find the Username field. Edit it to your new preferred username and click Save. Your username is visible to other users on servers you share (for example, subusers can see your username in the panel). It does not affect your login email or any billing details.

Question 6

What does email address masking do?

Accepted Answer

Email masking hides your email address from subusers who have access to your server. When masking is on, subusers see a masked version of your address (for example, j***@example.com) rather than the full address. It is enabled in your Account security settings. Masking only affects what subusers see in the panel. Your full email address is still used for all system emails (billing, security alerts, server notifications) and is visible to you in your own Account page. It does not affect how Zeros Host processes your data.

Question 7

How do I raise a data protection complaint?

Accepted Answer

If you think we have handled your personal data incorrectly, you can raise a formal complaint on our Data Protection Complaints page at zerosrp.co.uk/legal/complaints. You can use the form on that page or email hello@zerosrp.co.uk with the subject line "Data protection complaint". We will acknowledge your complaint within 30 days. If you are not satisfied with how we handle it, you can also contact the ICO (the UK data protection regulator) at ico.org.uk or on 0303 123 1113.

Question 8

How do I request a copy of the data Zeros Host holds about me?

Accepted Answer

Email hello@zerosrp.co.uk with the subject line "Subject access request". Tell us your account email address and what data you are looking for. We will verify your identity and respond within one month. There is no charge for a reasonable request. You can read more about your rights in our Privacy Policy.

Question 9

How do I delete my account and personal data?

Accepted Answer

You can delete your account directly from the panel. Go to the Account page and scroll to the Security section. Click "Delete account", confirm your password, and your account and personal data will be removed. The deletion is permanent and cannot be undone. Billing records are kept for 7 years as required by UK tax law. Everything else, including your profile, server data, and activity history, is removed. Deleting your account ends any active hosting subscription. If you have a remaining billing period, check our Refund Policy first. If you no longer have access to your account but need it deleted, email hello@zerosrp.co.uk. We will verify your identity and process the request within 30 days.

Question 10

How do I link my Discord account?

Accepted Answer

Account-level Discord linking is different from setting up notification webhooks or running a Discord bot; this is about connecting your panel login to your Discord identity. Go to Account Settings, open the Connections tab, and link your Discord account. This only requests the "identify" scope, so it does not grant access to your messages or DMs. Once linked, you are automatically given a Verified Customer role in the Zeros Host Discord community. Unlinking your account from the same Connections tab removes the role automatically.

Question 11

Can I export my own account data without emailing support?

Accepted Answer

Yes. Go to Account Settings, open the Data & Privacy section, and click "Export My Data". You will get a confirmation email immediately, followed by a second email with a download link, usually within a few minutes. The export includes your profile, activity log, notification preferences, API key identifiers (not the secret values themselves), and your subuser assignments. It does not include your server files or database contents; download those separately from the Files or Databases pages on the relevant server. This self-service export is faster than a formal subject access request, which is still available by email if you need a broader or more formal response.

Question 12

How do I create and manage API keys?

Accepted Answer

API keys let you access your account programmatically, for scripts or integrations, separate from logging into the panel. To create one: go to Account Settings, open the API Credentials tab, and click "New API Key". Give it a description and, optionally, restrict it to specific IP addresses. The secret token is shown once only when created; store it somewhere safe, since the panel will not show it again. To use it, pass it in the Authorization: Bearer YOUR_API_KEY header on requests to the /api/client base URL. To rotate a key: delete the old one and create a new one, then update anything using it. Deleting a key revokes its access immediately, and you will get a security email whenever a key is created or deleted.

Account and Security