Help Centre and Client Support

How to prioritise your request

Anything that suggests a live security problem — an unexpected MFA prompt, files renaming themselves, a colleague reporting an email you did not send, an invoice payment that went to the wrong account — should be a phone call, immediately. Those are time-critical and email queues are not.

Everything else can go to support@cipherknights.com with a short description, what you were doing when it happened, and any error text. Screenshots help more than descriptions.

• ✓Call immediately — suspected compromise, ransomware, payment fraud, data exposure
• ✓Email — access problems, software faults, new starters, general requests
• ✓Book a consultation — anything that needs a proper conversation rather than a fix

What to do before you call about an incident

Disconnect affected devices from the network but leave them powered on. Reset passwords and revoke active sessions on any account you suspect is compromised. Stop any pending payments. Do not wipe, rebuild or reissue anything, because that destroys the evidence needed to understand what happened and to meet your reporting obligations.

Write down what was noticed, when, and by whom. That timeline is genuinely useful and is almost always reconstructed badly from memory a week later.