Unauthorised use of my sipgate account

• Change the login password to your email account.   
• Change your sipgate user login password
• Change your devices SIP password
• Under 'Phones' in your sipgate account check that only your VoIP phone is registering online.  
• Review your local network and online security to avoid a recurrence of this issue.
• Contact our support at: team@sipgate.co.uk confirming your account number, that you've taken the above steps along with the called numbers and the times of these calls.   

Essential steps for reviewing your local home network security

• Change the device administrator password to access your router settings
• Update your router's firmware to the most recent version and check your firewall settings
• Change the administrator password to access the settings of your VoIP phones and devices
• Ensure remote access or administration of your router, VoIP devices, IP PBX and other local network devices is disabled
• Do not place VoIP phones or devices in the DMZ
• Update your VoIP phone or device to the most recent software or firmware version
• Using up to date security software to scan your computers, tablets and smartphones for viruses and other malware
• Delete emails, local files, etc. that contain your sipgate access credentials
• Do not allow browsers, etc. to automatically save your password or log you in to online accounts
• Be sure to change online passwords like your sipgate web login and SIP Password once every 90 days at the least.

The most common sipgate account security breach involves a hacked PBX, though this is rare. Ensure your IP PBX admin reviews and secures your system and network.

sipgate's network serves hundreds of thousands of customers daily. Our in-house billing system includes strong anti-fraud measures, and our monitoring often detects suspicious activity. When an account is used by unauthorized parties, we typically notice before the customer, temporarily limiting telephony until we make contact. However, we can't guarantee this in every case.

The sipgate account holder is responsible for their account's usage as well as their own local network and online security. 

How to change your SIP Password(s)

• Log into your account
• Choose the correct User 
• Choose/click Phones from the Navigation sidebar
• In the SIP DETAILS sub-menu you will find the SIP Password entry, Click the "Key" symbol
• In the pop-up menu, click on GENERATE NEW PASSWORD                                      

After clicking 'GENERATE NEW PASSWORD' You will see the pop-up button briefly flash GREEN, and then you will be returned to the normal Phones overview.               

If you are logged in as an Administrator you'll be able to change the SIP Passwords of other Users of your account by following the same instructions as provided above.