Sometimes our support team needs to see your account to fix a problem. We will never get in without your permission. We send you a request, and you choose whether to accept it.
1. Open Support Access Requests
- At the bottom of the sidebar, click Setting under your name.
- Click the Support Access Requests card.
If you already had the page open, click Refresh in the top right to see new requests. The page doesn't update on its own.
2. Review the request
Each request shows:
- The name and email of the support person who asked
- A status: pending, accepted or declined
- Reason: why they need access
- The date and time of the request
Check the name, email and reason before you answer. Requests show 10 at a time. Use Previous and Next to see more.
3. Accept or decline
Pending requests have two buttons:
- Accept gives our support team access to your account.
- Decline refuses access.
Your answer is final as soon as you click. A declined request can't be changed to accepted. If you change your mind, ask our support team to send a new request.
4. Check or end an active session
While our support team has access, an orange Active Session strip appears on that request. It shows the time left and a Revoke button. The time left updates when you click Refresh.
To end access early:
- Click Revoke.
- In the Revoke Admin Access window, click Revoke Access.
You will see Session revoked successfully and access ends straight away. If you don't revoke it, access ends on its own when the time runs out. The strip then shows Expired.
Good to know
- While a session is active, our support team can see and do what you can in your account. Please tell us exactly what you need help with.
- Your past requests stay on the page with their status and the date you responded.
- "No requests found"? Click Refresh. Make sure you are logged in to the account we sent the request to.
- Red message when you click Accept, Decline or Revoke? Click Refresh to see the current status. The request may already be answered or ended.
- Team member seeing Access Denied on a phone or tablet? Open Settings on a computer with a wide browser window.
Need help?
Email us at support@digitaltenant.com, or use the Help button in the bottom-right corner of your dashboard.