Give or remove support access

Give support access when you ask the platform's support team to look at a problem in your account. They can see it only while access is open.

Before you start

• Your role needs Change settings.

Steps

Allow access

1. Open Settings → Support access.
2. Under Allow for, choose how long: 4 hours, 1 day, 2 days or 1 week.
3. Press Allow support access.
4. Read the window Let support into your account?: support will see everything an owner sees for the time you chose, and each time they enter and leave your account, and every change they make, is written to your audit log. Press Allow access.

A message says until when support can view your account. Current status shows Support can view and Open until the date and time.

Answer a request from support

1. When support asks first, the card Support is asking to look at your account shows their reason and who asked.
2. Choose the time under Allow for, then press Allow for … on the card and Allow access in the window.
3. Or press Decline. The message Support request declined appears, the request disappears and access stays closed.

Extend or stop access

1. While access is open, choose a time under Extend for and press Extend access, then Allow access. The new time counts from now, not from the old end.
2. To end it early, press Stop access now. The message Support access removed appears and the status goes back to Closed.

After you change access

• Access closes by itself at the time shown. You do not need to come back to stop it.
• Allowing, extending, stopping and declining are written to the audit log, for example Support access allowed for 48 hours, Support access removed or Support request declined. Each time support enters and leaves your account, and every change they make, appear there too; the pages they only look at are not listed one by one: Export your data and read the audit log.
• Allowing access or declining removes the request card.