Quick answer
Your Customer Room may ask for the contact detail used on the request and a one-time code before showing private details. This helps make sure a forwarded or misplaced link does not open the full room to the wrong person.
The code step is not there to make the process harder. It protects your photos, messages, quote questions and progress notes.
Best next step: Use the same email or phone you used on the request. Never share the one-time code with anyone.
Check request statusQuick answer card
A one-time code helps make sure the person opening the Customer Room is the right person. It protects request updates, photos, messages and quote details from being opened by someone with only a link.
Best next step: Use the code only on the secure request page and never send it to anyone else.
Post progress map
- Why we verify
- What the code protects
- What not to share
- Shared-device safety
- Related guides
- Local help
Risk level and safest next step
Stop / Try / Send
Stop
- Do not share your one-time code with anyone.
- Do not enter codes into a page you do not recognise.
- Do not upload passwords, bank details or device passcodes.
Try
- Check that the link looks like a Your IT & Tech Mates or TheFixers.app page.
- Use the contact detail connected to the request.
- Ask for human help if the code does not arrive or you are unsure.
Send
- Your request reference if known.
- The contact detail used on the request.
- A screenshot of a problem screen, but not private codes.
- A short message if the code did not arrive.
Before you contact us or use the room
- □ Use your own phone, email or device where possible.
- □ Close the page after using a shared device.
- □ Do not save one-time codes in screenshots.
- □ Only upload files needed for the job.
- □ Contact us if something looks suspicious.
Plain-English diagnosis table
| What you see | What it might mean | What to do next |
|---|---|---|
| A page asks for a one-time code | Normal verification | Enter the code only on the secure request page. |
| A person asks you to text them the code | Possible risk | Do not share it. Ask us through official contact paths. |
| The code expired | Normal safety step | Request a fresh code or try again. |
| You used a shared computer | Privacy caution | Sign out or close the browser when finished. |
I’m not technical
Simple explanation
The code is a quick check that helps prove it is really you before showing request details.
More technical detail
The verification flow reduces link-only access by combining the request link with a matched contact check and one-time code before sensitive request information is displayed.
Example from a shared household
A customer opened a request link from a family device. The code check helped keep photos and quote details visible only after the matched contact was verified, instead of relying on the link alone.
Need local help near Epping, Wollert, Mernda or Melbourne North?
This guide explains the safest next step. If you want local help, start with the option that matches what you need.
Still not sure what this means?
Send a photo or describe the issue. We’ll point you to the safest next step in plain English before you approve anything bigger.
Start Quick HelpWhat is the contact and code check?
It is a short safety step. The room checks the request contact, then asks for a temporary code before private request details are shown.
What to tap first
- Read the latest update at the top of the room.
- Tap the recommended card if one is highlighted.
- Use Check status, Add photos of the problem, Ask about a quote, or Review quote / continue.
- Use human help if you are urgent, stuck or unsure.
Why this feels easier than SMS
With scattered texts
- You may need to repeat your name, issue and request number.
- Photos and quote questions can end up in different message threads.
- It is easy to miss what changed or what to do next.
- You may not know whether the team has enough detail to respond.
With your Customer Room
- Your request reference stays attached.
- You can tap one card instead of writing a long text.
- Photos, quote questions and progress stay in one place.
- Viewing the room does not start payment, booking or quote approval.
Common customer situations
| If this is you | Best card to use |
|---|---|
| You opened your link on your own phone | Enter the request contact and the code sent to you. |
| Someone forwarded the link | The room should still ask for verification before showing details. |
| You cannot access the code | Use the help option instead of guessing or sharing private information. |
| You are on a shared device | Close the page after use and avoid saving private details on that device. |
Safe use checklist
- Use the secure link or status page when you need to return.
- Only enter the contact detail used on the request when asked.
- Never share one-time codes, passwords, banking codes or device passcodes.
- Upload only helpful photos or files for the request.
- Choose human help if the situation is urgent or you are not sure what to do.
What happens after you choose a card?
- Check status: shows the latest customer-safe progress update.
- Add photos of the problem: takes you to the existing upload path so images stay with the request.
- Ask about a quote: opens the existing message path with the request context attached.
- Review quote / continue: takes you through the official quote path; payment only happens on the official payment page if required.
Related customer room guides
FAQ
Why is a link alone not enough?
A link can be forwarded, copied or opened on a shared device. The contact and code check adds another layer before details are shown.
Does the code mean I have an account?
Not necessarily. It is a temporary check for the request room, not a separate customer account.
Should I share the code with staff?
No. Do not share one-time codes, passwords, banking codes or device passcodes.
What if I cannot receive the code?
Use the help option or contact us through the official customer path so we can assist safely.
Does verification start payment or booking?
No. Verification only helps protect access to the request room.