Important to Note
Sometimes, support agents encounter issues that require detailed analysis, testing, and diagnostics. To address this, we offer the Account Access feature, allowing our support team to log into your account and perform actions on your behalf with your approval.
User and customer privacy is our top priority and when accessing accounts with written permission, we ensure that no sensitive information is accessed or copied unless necessary for resolving the issue.
All sessions are recorded for safety, and you can review these sessions under your Security options.
Example Scenario
If there's an issue with a budget that can't be delivered and troubleshooting via conversation doesn't resolve it, enabling Account Access allows support to investigate directly, significantly increasing the chances of a timely resolution.
By using Account Access, we ensure a secure, transparent, and efficient support process, allowing us to better serve your needs while safeguarding your data.
How It Works
1) Enable Account Access
Navigate to Settings > Security.
Scroll to the bottom and switch on the Allow Account Access option.
2) Access Duration
Once enabled, you'll see the date and time until which Productive Support can access your account.
You can revoke access at any time by turning off this feature.
We will notify you when we have finished the session.
3) Transparency and Security
All sessions with write access are recorded for transparency.
You can review these sessions in your Access history overview, showing who accessed your account and why.
Support agents must state a reason for accessing your account.
4) Post-Session Notification
After resolving the issue, we notify you that the session has ended and detail the steps taken.
You can manually revoke access or let it expire naturally.