Here is how to grant your Formstack Support Team temporary access to your organization’s account to troubleshoot and review features.
The feature is located within your profile settings in the Admin Panel. You can access this page directly by clicking your name in the header of any application and clicking ‘Update your profile’. You can also go directly there by logging into the admin panel at https://admin.formstack.com/profile.
Once in your profile, scroll to the section labeled “Profile security” and within that section, an option labeled, "Troubleshooting Access". Click “No Access” and select a time duration from the list. Your options are:
- 1 week
- 1 month
- 2 months
Note: If you select the 1 month or 2 months options you will receive a notification email every two weeks reminding you that troubleshooting access is turned on.
Review the agreement and select, "I understand" to allow temporary access. Moving forward, authorized Formstack Support Users can impersonate your account and view your Formstack Organization at your permission level for one month before automatically expiring.
Can I revoke access earlier than the expiration date?
Yes. If your troubleshooting case has been resolved earlier than the duration you set, return to your Profile tab and click “Revoke access”
Can I extend access for longer than one month?
Access expiration cannot be set for longer than a month. If you wish to grant access longer than one month, revoke access and then re-select the 1 month option to extend access by another month.
What type of users can grant access?
Admin and Standard users may grant temporary access to Formstack and multiple persons from one account may grant access at the same time. However, Formstack Support may only access your account at your permission level. For some troubleshooting cases, it may be necessary to have an Admin’s permission to view more features.
What happens when I grant access?
Support will be granted access to your account at your permission level apart from viewing encrypted form submissions. Access to your account will be logged internally and will automatically expire after one month.
Can Formstack members view my account without my permission?
In order to troubleshoot in-app features, the access setting must be turned on to view. However, in emergency situations, authorized Formstack persons may forgo a customer’s permission to view their account. These one-off entries are logged and reviewed by Formstack’s Security and Legal teams.