Temporary Support Access (TSA)
Temporary Support Access (TSA) is the controlled way for our team to work inside your account when troubleshooting an issue for you.
Instead of sharing passwords or granting permanent access, support requests a short-lived session that is logged, monitored, and visible to you.
How TSA Works
- A support team member sends a Temporary Support Access request from the admin side.
- You review the request and decide whether to approve it.
- If you approve it, support starts the session.
- When the session begins, you are notified immediately.
TSA is intended for normal support and debugging work where user approval should happen first.
How You Receive the Request
The request can reach you in two ways:
- If you are online in the dashboard: you can receive the approval prompt there.
- If you are offline: support can fall back to email so you can approve or decline later.
The exact path depends on whether you are actively using your account at the time the request is sent.
What Happens When a TSA Session Starts
Once support actually starts the session, you are notified in two places:
- A real-time warning inside your dashboard
- A security email to your account email address
While a session is active, the dashboard navbar also shows that Temporary Support Access is currently in progress.
This makes the session visible even if you approved it earlier and later returned to another page.
What Gets Logged
TSA sessions are logged and monitored.
This includes the fact that the session started and the support identity attached to it. The goal is to make support access auditable instead of informal.
Emergency Access
In rare cases, support may need to use a clearly labeled emergency access path instead of waiting for normal approval.
Emergency access is meant for exceptional situations where waiting for the full consent flow would prevent urgent recovery work. Even then, the session is still logged and you are still notified when access begins.
If You Did Not Expect the Session
If you receive a TSA start alert that you did not expect:
- Contact support immediately through your normal support channel.
- Review your Account Security & Password Protection settings.
- Change your password if you believe your account may be at risk.