We keep the support portal and trading platform in completely separate environments. When logging into the support portal, you can use your ice3.com login credentials, which will authenticate you on the service desk portal using single sign on (SSO).

In the event your account is locked or you need to reset 2fa for example, you may want to login to the support portal using the dedicated normal login page which will require your local username and password on the support portal, if you do not know this password you may also reset it via this page https://ice3.freshdesk.com/support/login#forgot_password

We have a video showing the process as well: