Support access — how the ResoFlow team can help inside your account

What ResoFlow support can see in your account, how you give them permission to make changes (a one-time code, accepting a request, or a standing grant), and where every access is recorded.

This guide explains what the ResoFlow support team can and cannot do inside your account, and how you stay in control. Everything here is visible in Settings → Security → Support access on your dashboard.

What support can see without asking

To help you quickly — a booking that went missing, a payment query, a fault — the ResoFlow team can look at your account's data from their own admin tools. This is read-only: they cannot change any setting, booking or menu item this way, and they cannot move money. Every look is recorded on ResoFlow's internal audit trail with a reason.

Customer email addresses are hidden from the support team by default. If a support agent needs to see one to help you, they must click to reveal it, and that reveal is written to your Activity Log (in the Security view) so you can see it happened.

Making changes needs your say-so

Support can only change things in your account during a change session that you start. A session lasts 60 minutes from the moment it starts. There are three ways to start one:

• A one-time code. In Settings → Security → Support access, click Generate a one-time code. A 6-digit code appears. Read it to the support agent (on the phone, for example). The code works once, for 15 minutes, and starts a 60-minute session the moment it is entered. If you don't use it, it simply expires.
• Accepting a request. Support can ask for change access from their side. You get an email and a notification with the reason. Open Settings → Security → Support access and click Accept for 60 minutes — or Decline. A request you ignore expires on its own after 24 hours. Nothing changes until you accept.
• A standing grant. For a longer piece of work (a full setup, say) you can allow support to start change sessions without asking each time. Set the number of days (90 days at most) and confirm with your password. You can click Remove at any moment to take it back.

While a session is running

• A banner at the top of every dashboard page shows that a support session is active and when it ends. The End session button on it (and End now on the Support access card) stops it immediately.
• Only you can extend a session, from the banner, and never past 24 hours in total.
• Every change support makes is recorded in your Activity Log, attributed to support.
• Support can never refund money, delete data, change who owns the account or export your data from inside a session — those actions are refused. If one of them is needed, it happens through ResoFlow's own tools, which are separately locked down and recorded.

When a session ends

You receive an email from [email protected] telling you when the session started, how long it lasted, the reason support gave, and how many changes were recorded. If no changes were made, the email says so.

The access log

The Access log on the Support access card lists every code you generated, every session (with who started it and how), every standing grant you set or removed, and every customer email reveal — newest first. The full detail for each row is in your Activity Log.

Identity checks for account changes

Separately from support access, if you contact support asking to change the account owner, change the sign-in email, change billing details, or close the account, the team will ask you to verify your identity first (by re-entering your password or a code sent to your email). That check protects your account from someone pretending to be you; it is not needed for ordinary support.

What you can answer

• Support can read your account to help you; they need your permission to change anything.
• A one-time code lasts 15 minutes and works once; a session lasts 60 minutes; a standing grant lasts up to 90 days and can be removed at any time.
• Every access, change and email reveal is in your Activity Log, and you're emailed when a change session ends.
• Support cannot refund, delete, transfer ownership or export data from inside a session.

Related guides

• Staff accounts, PINs and permissions
• Can't sign in — password resets and account recovery