Grant Aidium 'Support Access' to Your Account

To assist with troubleshooting some issues, Aidium Support may request that you grant access to your account.

In order to provide some of the best support and troubleshooting in our industry, it may require additional privileged access. As a security measure, there are many aspects of your account that are fully protected and require your approval. This access can only be provided by the logged-in user and for only allowed for as long as the user allows it.

In this article, we'll show how to easily grant access to Aidium Support to allow for high-level troubleshooting and/or content recovery. Once access is no longer necessary, you can just as easily turn-off access, which will revoke the approved access.

Before demonstrating the steps, the request for support access will always come from within either an Aidium support ticket conversation, user initiated chat with Aidium or live in a meeting with an Aidium rep.

How to Grant Support Access:

1. After logging into your account - Go to the bottom-left, click on your name and then choose 'Account settings'.
   
   
2. Next, the Account Settings page will load. Look toward the bottom for the 'Support Access' section. Then, toggle the switch to "on", as seen in the image below (which is on)
   
   
   You should also received feedback at the top-right after enabling access.
   
   
3. Respond to the Aidium Support rep to let them know you have granted them support access to your account. They will then proceed with accessing your account to accomplish the stated goals.
   
   Once they have completed, you will receive a notification (most likely a response to your support ticket) that the process is complete and you can now 'turn-off' the support access.

Watch the entire process in the animated GIF below.

How to Revoke Support Access

1. Just as easily as you provided access, you are able to revoke or turn-off access with a few clicks. After logging into your account - Go to the bottom-left, click on your name and then choose, 'Account settings'.
   
   
2. Next, the Account Settings page will load. Look toward the bottom for the 'Support Access' section. Then, toggle the switch to "off", as seen in the image below (which is off)
   
   
   You should also received feedback at the top-right after disabling access.