What it is
Sometimes QualiFlow support needs to see your account the way you see it to help you. Support never sees your account without your permission. The only exceptions are Demo and Internal test workspaces that QualiFlow runs itself.
When support needs to look, they send a request. The workspace Owner approves it or declines it. While access is approved, support can open every page of the app as you, read only. They can't send, reply or change anything.
You answer requests in Settings → Your profile → Sign-in & security, on the QualiFlow support access card (Staff: Settings → Sign-in & security).
How to use it
- When support asks to view your account, the Owner gets a notice in the bell and an email from QualiFlow. The notice opens Sign-in & security.
- On the QualiFlow support access card, under "QualiFlow support asks to view your account", read who is asking and why.
- To let them in, choose 1 hour, 24 hours or 3 days and select Approve.
- To say no, select Decline. Support can't view your account.
- A request you don't answer ends by itself after 3 days.
- If you already gave support access in Settings, or by asking Nora, that counts as approval for the time you chose. You don't need to approve again.
- To stop support at any time, select End access now. If support is viewing your account at that moment, their view closes at once.
- Read the access log on the same card to see who looked, when, and which pages.
What the data means
What support sees: every page of the app, as you, read only. Their screen shows a banner: "Viewing as (your name) · read only · until (end time)".
What support can never do: send or reply to any message, change any setting, act as you, or mark your messages as read. Their visit doesn't count as your activity.
Access log: every step, newest first, with who and when. For example: "Support asked to view your account", "You approved access for 24 hours", "Support started viewing your account as you (read only)", "Support opened Inbox (read only)" and "Support stopped viewing your account".
Who can answer a request: only the workspace Owner. Staff can see the status and the log.
Possible issues and fixes
I got a request I didn't expect
Symptom: The bell or an email says QualiFlow support asked to view your account, but you didn't contact support.
Why: Support may be following up on a ticket from someone on your team, or checking a problem they saw.
Fix: Select Decline if you don't want it. You can also reply to the email to ask why. Support can't view your account unless you approve.
How to check: The access log says "You declined support’s request", and no "Support opened" lines follow it.
Support says they can't open my account
Symptom: Support asks you to approve, or says their access ended.
Why: There is no approved request or support access right now, or the time you chose ran out.
Fix: The Owner opens Sign-in & security and selects Approve on the request, or gives support access on the same card, or asks Nora.
How to check: The QualiFlow support access card says "Support can view your account, read only" and when it ends.
I don't see Approve
Symptom: You see the request and the log, but no Approve or Decline buttons.
Why: Only the workspace Owner can answer a support request.
Fix: Ask your Owner to answer it.
How to check: The access log shows "You approved access for …" or "You declined support’s request".
