Team Admins can set a custom support or security email for their agency. This email replaces the default Wunderite support address in account-related notifications. This is useful if you want users to contact your internal team instead of Wunderite when issues occur, such as account lockouts.
How to set your support email
Go to Team
Open Feature Settings
Find the Agency Support Email field
Enter your agency’s support or security email address
Save your changes
Where this email address appears
Once configured, your support email will be used in:
Account lockout messages and emails
Security-related notifications (password changes, 2FA updates)
Relevant in-app messaging tied to account access
If no custom email is configured, notifications will continue to use [email protected].
When a user is locked out
If the agency has a custom support email, direct the user to that address for help unlocking their account.
If no custom support email is configured, the user should contact a Team Admin. A Team Admin can go to Team > Team Members, select Actions for the member, and choose Unlock Member.
If no Team Admin is available, contact Wunderite Customer Success. Customer Success must verify the user’s identity by phone before unlocking the account.
Team Admin self-service unlock applies only to agency users. Customer collaborators should contact Customer Success for assistance.
When to use this
Set a custom support email if:
You want full ownership of user support within your agency
You have internal IT or security contacts handling account issues
You want faster resolution without routing through Wunderite
Limitations
Only team admins can set or update the support email
Changes apply to future notifications, not past emails
Some messages may still reference Wunderite support if the issue requires Wunderite involvement