Let support see your account

If you ask us for help, we may need to see what you see. We can't look at your account unless you let us in, and only the owner can.

Before you start

Sign in on the web as the owner, with your two-factor code. Have us on the phone, or know where you'll send the code.

1. Open Settings, then Security, and choose Let support in.
2. Choose how long: 1 day, 7 days or 30 days.
3. You get a code, like ABCD-2345. Read it to us on the phone or send it to us. It's shown once, works once, and stops working if we don't use it within a day.

Once we've used the code, one named person in our support team can look at your customers, visits and invoices until the time is up. They can only look: they can't change, add, send or delete anything. They never see gate codes, access notes, your notes on customers and invoices, or bank and card details.

To stop it sooner, choose End support access. It ends at once, whether or not we've used the code. Letting us in again gives a new code.

Under What support opened you see every page and record we looked at, who looked and when. Your business's history also shows when you let us in, when we used the code and when it ended.

If something goes wrong

• It says Turn on two-step sign-in first: choose Sign out to set up two-step sign-in, sign in again and follow the steps, then come back and choose Let support in.
• It says Sign in with your two-factor code first: this browser signed you in without a code. Choose Sign out and sign in with a code, sign in with the code from your authenticator app, then try again.
• We say the code doesn't work: it may be more than a day old, or already used. Choose Give a new code (or Let support in) for a new one. The old one stops working.
• You see something in What support opened you didn't expect: choose End support access, then contact us.

Who can do this

Only the owner, signed in with their two-factor code. Ending it doesn't need the code. Managers, cleaners and customers can't let support in or see the list.