How Agoo Support Access Works

When you ask Agoo for help, a member of the support team may open your organisation to see what you see. They never need your password.

1. 1
   Look for the email every Owner gets when support opens your organisation. It says who, why and when it ends.
2. 2
   While it's open, check the banner at the top of the Console. It names the staff member and their reason.
3. 3

   Select Details in the banner to see the access in ConsoleSettingsSecurity, under Agoo support access.

Good to Know

• Support access is read-only and time-limited. Support sees what an Auditor sees, never photos, ID documents, signatures, the watchlist or HR records.
• If support needs to change something, they ask first. Only an Owner can approve. See Approve or Decline Support Changes.
• Support can never export your data, change billing, erase records, change retention, make API keys or webhooks, invite people or change roles.
• In an emergency, such as nobody being able to sign in, Agoo's platform owner can open emergency access. Every Owner and Admin is emailed, and Agoo sends a written report within 72 hours.
• Every page support looks at is in your audit trail, under Agoo support with the staff member's name.

If Something Goes Wrong

• You didn't ask for help and got the email. End the access from the banner or Settings › Security at once, then contact Agoo. Agoo never asks for your password or two-step codes.
• You can't see the banner. Only Owners and Admins see it.