--- title: "Account FAQ" description: "Short answers about your E2E Networks MyAccount account, customer validation, invited users, infra credits, two-factor authentication, ownership, and closing." content_type: "faq" product: "account" platform: "MyAccount" url: "/myaccount/account/faq/" --- # Account FAQ ## Customer validation ### Why do I need to complete customer validation? Because the CERT-In rules require it. Under the [CERT-In directions](https://www.cert-in.org.in/PDF/CERT-In_Directions_70B_28.04.2022.pdf) of April 2022, cloud service providers in India keep validated names, addresses, and contact details for their customers. E2E checks the identity of the person who signed up before the account can create anything. See [Complete customer validation (KYC)](/myaccount/account/how-to/complete-customer-validation/). ### Which documents do I need for customer validation? It depends on your customer type: - An Indian customer validates with Aadhaar, by OTP through DigiLocker. Only the Aadhaar number is needed, and the OTP goes to the mobile number linked with it. Instead, **Try other way** takes a Voter ID or a Driving Licence issued in 1990 or later, with a selfie. - An Indian organisation that gave a GSTIN can choose **Load Credits** instead: a payment of any amount completes its setup. - An international customer validates through Stripe with a passport, a driving licence, or a national ID card, and a matching selfie. With an Aadhaar, you can choose to validate with your Indian identity instead, from the link on the same step. See [Complete customer validation (KYC)](/myaccount/account/how-to/complete-customer-validation/). ### What is the selfie step for? It matches your face to the photo on your ID. The selfie is part of international validation through Stripe, and of the Indian **Try other way** path with an ID document. Aadhaar validation by OTP needs no selfie. Have a camera ready. See [Complete customer validation (KYC)](/myaccount/account/how-to/complete-customer-validation/). ### How long does customer validation take? It depends on the method. The Aadhaar check and the Stripe check finish while you are on the page, and the Aadhaar check moves on by itself when it is done. An ID document and a selfie are checked after you send them, and the result comes by email. If you answered **Yes** to the **Compliance** question, the country review before it takes up to 72 hours. See [Complete customer validation (KYC)](/myaccount/account/how-to/complete-customer-validation/). ### My customer validation has been pending for days. What do I do? Validate again. A document and selfie check that is still undecided is eventually refused automatically, and E2E emails you to validate again. You can validate as often as you need, and each new attempt replaces the last. For help, write to customer-validation@e2enetworks.com or call +91-11-4117-1818 with your CRN. See [Customer validation request is under process](/myaccount/account/troubleshooting/account/#customer-validation-request-is-under-process). ### Can I skip customer validation and pay instead? Only as an Indian organisation that gave a GSTIN. It can choose **Load Credits**, and a payment of any amount completes its setup. Every other customer completes customer validation before creating anything. See [Complete customer validation (KYC)](/myaccount/account/how-to/complete-customer-validation/). ### Is customer validation needed on a postpaid account too? Yes. Customer validation is the same for prepaid and postpaid accounts. ### Do all users on the account need to complete customer validation? No. One validation covers the account. Someone the owner invites who joins through the activation link works under the owner's validation. Someone who already has their own MyAccount login completes customer validation on that login before accepting the invitation. See [Account](/myaccount/account/#your-team). ### Why do I have to complete my own KYC to join my organisation's account? Because you already have your own MyAccount login: only someone new to E2E works under the owner's validation. Complete customer validation on your own login, then accept the invitation again. See [What the invitee receives and how they accept](/myaccount/account/how-to/invite-a-user/#what-the-invitee-receives-and-how-they-accept). ### Can someone else in my team complete customer validation for the account? Yes, on an Indian account. The owner opens **Manage Customer Profile** > **Customer Validation** and clicks **Nominate** beside another person in the account. That person gets an email and validates from their own sign-in. See [Complete customer validation (KYC)](/myaccount/account/how-to/complete-customer-validation/). ### Can I revoke my Aadhaar validation from the account later? Yes, as long as another validated person stays. The account must keep at least one validated person, so revoking the last one is refused with **You cannot revoke this user's validation as we are required to maintain atleast one validated user.** **Validation History** on the **Customer Validation** tab lists each validation and when it was revoked. ### Can I change the Aadhaar number linked to the account? No. An Aadhaar number on a validation is fixed. To have the account validated with a different person's Aadhaar, the owner nominates that person, and once they have validated, revokes the earlier validation. The account always keeps at least one validated person. ### What happens if the person who validated leaves the organisation? The owner nominates another person to validate. Once that person has validated, the owner can revoke the validation of the one who left; the account always keeps at least one validated person. If the person who left was the owner, see [How do I change who owns the account?](#how-do-i-change-who-owns-the-account). ## Signing up and signing in ### My country is not in the country list. Can I still sign up? Not with a mobile number or a billing address from that country. The mobile number list at sign-up and the country list in **Billing Information** are the same list, and hold the countries E2E serves. Pick your billing country with care: once customer validation is approved, it stays as it is. See [Sign up as an international customer](/myaccount/account/how-to/sign-up-as-an-international-customer/). ### What is the Compliance question about restricted countries? It asks whether your company or its parent company is registered in a country or region restricted by U.S. export laws. You answer it once, before **Billing Information**. The dialog links E2E's [sanctioned country policy](https://www.e2enetworks.com/policies/sanctioned-country-policy). A **No** continues the setup. A **Yes** asks for an export licence letter, which E2E's compliance team reviews, and the account stays restricted until the letter is approved. See [Answer the restricted-country question](/myaccount/account/how-to/answer-the-country-question/). ### Can I use one mobile number for several accounts? Yes. One mobile number can be used on up to four accounts. To use it on a fifth, write to sales@e2enetworks.com. ### Is my account the same in Delhi and Chennai? Yes. Your account, its profile, and its validation are the same in both regions. See [Account](/myaccount/account/). ### Can I turn off two-factor authentication? No. Two-factor authentication is always on. In **Settings** > **Security** > **2-Factor Authentication**, you choose whether your codes come by text message to your registered mobile number or from **Google Authenticator**. See [Set up two-factor authentication](/myaccount/account/how-to/set-up-two-factor-authentication/). ### Where are my backup codes? In **Settings** > **Security** > **Backup Codes**. There you can see your 10 backup codes, or make new ones with **Get New Codes**. Each code works once. Keep a copy somewhere safe, because a backup code is the way to sign in without your phone. See [Set up two-factor authentication](/myaccount/account/how-to/set-up-two-factor-authentication/). ### How do I change the mobile number my sign-in codes go to? On **Basic Details**, click the pencil beside your mobile number, enter the new number, and verify it with the code sent to it. Codes by text message go to the mobile number on your profile, so they follow the new number at once. You do not need to raise a ticket. See [Change your mobile number](/myaccount/account/how-to/change-your-mobile-number/). ### How long do I stay signed in? With **Remember me** ticked, for 30 days. Without it, you are signed out after 24 hours without activity. See [Sign in and trust a device](/myaccount/account/how-to/sign-in-and-trust-a-device/). ### Can I use Okta or Google Workspace for SSO? Yes. MyAccount connects to any SAML 2.0 identity provider, including Okta and Google Workspace, the same way it connects to Microsoft Entra ID. See [Set up single sign-on with Microsoft Entra ID](/myaccount/account/how-to/set-up-single-sign-on/). ### Where do I find my Organization ID? On **Identity Providers**, in the row for your identity provider, and on that provider's own **Metadata** page. It is a 12-digit number, generated separately for each identity provider. Your SSO invitation email includes it, and your account administrator can copy it from there for you. See [Set up single sign-on with Microsoft Entra ID](/myaccount/account/how-to/set-up-single-sign-on/#sign-in-with-single-sign-on). ## Infra credits and your first node ### I finished sign-up and validation. Where are my free infra credits? They are added when customer validation is approved, not at sign-up, and only to an eligible account: 2,000 rupees on an INR account, 20 US dollars on a USD account. Free infra credits are given once per mobile number. An account whose mobile number is on another account, or that has already redeemed a credit coupon, does not get them. If your validation is still under review, they arrive once it is approved. Once granted, the credit is part of your ordinary balance: see it on **Account Statement** > **Infra Credit Details**, with every other debit and credit. ### What happens when my infra credits go below zero? E2E emails you reminders to add infra credits, so keep your balance above zero. An account that stays below zero may be suspended or closed, and closing an account deletes its resources. Adding infra credits puts the account back in good standing, and AutoPay keeps it there. See [What happens if my balance goes negative?](/myaccount/billing/faq/#what-happens-if-my-balance-goes-negative) and [Buy infra credits](/myaccount/billing/how-to/buy-infra-credits/). For help, contact support. ### Do I need a card before I create my first node? No. A prepaid account needs infra credits, and no card, e-mandate, or AutoPay. See [Buy infra credits](/myaccount/billing/how-to/buy-infra-credits/). ### How many infra credits do I need for my first node? Enough for about 24 hours of the node's plan, or the plan's minimum billing amount if that is higher. A committed node needs its full committed price up front. If you have too few, MyAccount shows **Low Infra Credits Balance** with the number of infra credits you still need. For the rates, see the [E2E pricing page](https://www.e2enetworks.com/pricing). See [Low Infra Credits Balance](/myaccount/account/troubleshooting/account/#low-infra-credits-balance). ### My payment is not showing as infra credits yet. What do I do? Give it a little time. Infra credits are added shortly after the payment is recorded, as the amount before GST. Check **Last 5 Transactions** on **PayNow** before you pay again. If the payment is listed and the balance has still not changed, contact support with the payment's date, amount, and transaction details. See [Buy infra credits](/myaccount/billing/how-to/buy-infra-credits/). ### How do I switch from prepaid to postpaid? Contact support. Every new account is prepaid, and MyAccount has no form to switch. E2E converts an account on request. Until it is approved, creating a resource is refused with **We received your request to postpaid account and working on it. We will soon notify you through an email.** See [Account](/myaccount/account/#prepaid-and-postpaid). ### Why can I see only CPU nodes, not GPU nodes? GPU and larger plans can be limited on a new account, separately from customer validation and infra credits. To use them, click **Request** on the node screen, or write to sales@e2enetworks.com with your CRN and the plan you want. See [You have limited access to all the services](/myaccount/account/troubleshooting/account/#you-have-limited-access-to-all-the-services). ### Can I change my billing country or PAN after sign-up? The billing country is fixed once customer validation is approved. You can add or change a GSTIN on **Billing Details** as long as it belongs to the PAN already on the account. To change the PAN itself, raise a **Billing** ticket; E2E's Compliance team makes the change. See [Update your billing details](/myaccount/billing/how-to/update-your-billing-details/). ### Why does my account show a PAN I never entered? If you gave a GSTIN, MyAccount takes the PAN from it: a GSTIN carries its holder's PAN, and you cannot type a different one. Check that the GSTIN you gave is your own. If a GSTIN on the account turns out to carry the wrong PAN, raise a **Billing** ticket; E2E's Compliance team makes the change. See [Raise a support ticket](/myaccount/account/how-to/raise-a-support-ticket/). ## Your team and their access ### Why can I not see Add User? **Add User** is available to an **Admin** or a **Project Lead**. **Billing**, **Member**, and **Billing + Member** users do not see **Identity & Access Management (IAM)** in the account menu, and a **Viewer** can open IAM and see its lists but change nothing there. Ask your account's Admin or Project Lead to invite the person, or to give you one of those two roles. The actions on a user's row (**Edit**, **Delete**, **Resend**, **Re-invite**, **Reset Password**) also depend on the role: an Admin sees them for any role, and a Project Lead only for a **Project Lead** or **Member** user, or for an invitation that has expired. Nobody sees them on their own row, and the owner's row never offers **Edit** or **Delete**. See [Manage users](/myaccount/account/how-to/manage-users/). ### Why can my team member not raise a support ticket? Raising a ticket with **Create Ticket** needs **Create** permission on **Cloud Platform**, the support service in a policy set; replying to one needs **Update** permission. **Admin** and **Project Lead** have both by default. **Billing** and **Viewer** never have either. A **Member** or **Billing + Member** user gets them from a project or **User Group** policy with **Create**, **Update**, or both ticked for **Cloud Platform**. See [Create a policy set](/myaccount/account/how-to/create-a-policy-set/). ### Can I give a user access to only one server? No. A policy applies to a whole project, never to a single server or other resource inside it. To limit someone to one server, put that server in a project of its own, and add the user to only that project. See [Choose a role for a user](/myaccount/account/how-to/choose-a-role-for-a-user/#can-i-give-someone-access-to-only-one-server). ### Can I set a spending budget per user? No. A policy controls what a user can see and do, never how much they can spend. See [Choose a role for a user](/myaccount/account/how-to/choose-a-role-for-a-user/). ### My invitation shows Expired. What do I do? Ask the person who invited you to click **Re-invite** on your row in **All Users**, which sends a fresh link. An invitation expires after a wait, and also as soon as the invited email signs up for a separate E2E account of its own or signs in there with Google or GitHub. See [Invite a user](/myaccount/account/how-to/invite-a-user/#resend-or-revoke-an-invitation). ## Projects and tags ### Can I delete a project? No. A project stays in the account once you create it. You can rename any project, the default project included. See [Create a project](/myaccount/account/how-to/create-a-project/). ### Can I add a tag while creating a node? No. Add it from the node's list page once the node exists. Every product works this way: you tag a resource after you create it. See [Tag a resource](/myaccount/account/how-to/tag-a-resource/). ### Do tags show on my bill? No. Tags do not appear on billing, a cost report, or any billing export. See [Tag a resource](/myaccount/account/how-to/tag-a-resource/). ## Ownership, support, and closing ### Where do I find my CRN? On the header button, in the account menu with **Copy CRN**, as **CRN Number** on **Basic Details**, and on a support ticket's **Details** tab. Support asks for your CRN to find your account. See [Your CRN](/myaccount/account/#your-crn). ### How do I change who owns the account? The owner changes the owner email to the new owner's email address. On **Basic Details**, click the pencil beside **Email**, or open **Change Email** on the owner's row in **IAM** > **All Users**. The new address must be new to E2E, the account must be at least 30 days old, and the change finishes 24 hours after you submit it. See [Change the account owner](/myaccount/account/how-to/change-the-owner-email/). ### How do I hand the account to someone who already has a MyAccount login? Contact support. The owner email change takes only an email address that is new to E2E, so E2E support hands an account to an existing login. See [Raise a support ticket](/myaccount/account/how-to/raise-a-support-ticket/). ### How do I contact support? Raise a ticket in **Support** > **Cloud Platform** with **Create Ticket**. If you cannot reach MyAccount, write to cloud-platform@e2enetworks.com or call +91-11-4117-1818. Tickets open up once customer validation is approved; until then, write to cloud-platform@e2enetworks.com instead. For help with customer validation, write to customer-validation@e2enetworks.com. See [Raise a support ticket](/myaccount/account/how-to/raise-a-support-ticket/). ### What is priority support? A support level that E2E turns on for some accounts. Its tickets are marked **Priority**, **Medium** is the lowest severity, and **Priority Platform** appears in the sidebar. See [Raise a support ticket](/myaccount/account/how-to/raise-a-support-ticket/). ### Can I close or delete my account? Yes, through support. MyAccount has no option for it, so ask E2E support to close the account. See [Close your account](/myaccount/account/how-to/close-your-account/).