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Administrative Account Requests in Kitcast

This guide explains how Kitcast handles administrative account requests to ensure secure and efficient processing. Use this document to understand what you need to provide for common account-related requests, timelines, and what to expect.

1. Common Administrative Requests

Here are the most frequent types of requests we handle:

  • Password Reset
    If you’ve forgotten your password or need to reset it, we’ll send a password reset link to the account owner’s registered email.
  • Workspace Ownership Transfer
    If the current owner is leaving your organization, you can request to transfer ownership to another user. We recommend doing it in advance, while you still have access to the email address of the current account owner and they can confirm the change of account ownership.

  • Account Deletion
    • Individual Account: Delete your personal Kitcast account.
    • Workspace Deletion: Remove your workspace and all associated data.
  • Adding or Removing Administrators/Managers
    Modify the list of administrators or managers in your workspace.
  • Changing Roles or Permissions
    Update the permissions for existing users, such as promoting a manager to an administrator.
  • Reactivating a Suspended Account
    Request to reinstate a suspended account, typically due to inactivity or policy violations.

2. How to Submit a Request

To submit a request, follow these steps:

  • Contact Kitcast Support:
    Use the support email or in-app support system to submit your request. Ensure you include:
    • Your name.
    • Your email address.
    • Workspace name.
  • Describe the Issue:
    Clearly explain what you need, including:
    • The type of request (e.g., password reset, ownership transfer).
    • Any additional details (e.g., email addresses of involved parties, reason for ownership change).

3. What You’ll Need to Provide

Password Reset

  • Email address of the account owner.

Ownership Transfer

  • A request from the current owner’s registered email.
  • If the current owner is unavailable:
    • A company letter on official letterhead, signed by an authorized representative, stating the transfer reason.
    • Contact details of the new owner.

Account Deletion

  • For personal accounts: Request from the account email.
  • For workspaces: Authorization from the owner’s email and confirmation of understanding that all data will be deleted.

Adding/Removing Users or Changing Roles

  • Request from the workspace owner or an authorized administrator.

Reactivating a Suspended Account

  • Explanation of why the account was suspended (if known).
  • Confirmation that suspension-related issues have been resolved.

4. Security and Verification

To protect your account, we follow these security measures:

  • Email Verification:
    All requests must come from the account owner’s registered email.
  • Proof of Authority:
    If the owner’s email is unavailable, additional verification will be required, such as a signed company document.
  • Delay Period for Critical Actions:
    Sensitive actions (e.g., ownership transfers, workspace deletions) are subject to a 24–48 hour waiting period to prevent unauthorized changes.

5. Timelines for Request Processing

  • Password Resets: Immediate once verification is complete.
  • Ownership Transfers: 1–2 business days after verification.
  • Account Deletion: 1–2 business days after verification.
  • Other Requests: Typically within 1–2 business days.

6. Frequently Asked Questions (FAQs)

Q: What if I don’t have access to the owner’s email?
A: You’ll need to provide additional proof of authority, such as a company letter and verification of the new owner’s identity.

Q: Can I undo an account or workspace deletion?
A: Workspace deletion includes a 7-day grace period during which you can cancel the process. After this period, deletion is permanent.

Q: How do I add a new administrator?
A: The Account Owner can add team members to work together on screen groups using the Kitcast Dashboard. To do this, follow the steps provided in this guide. If this option isn't possible, send a request from the account owner's email, including the email of the new administrator or manager you want to add.

Q: What if my account was suspended?
A: Contact support to understand the reason for suspension and resolve any outstanding issues.

7. Contact Us

If you have any questions or need assistance, contact Kitcast Support: