Guide: Granting PeakCommerce Support Access to Your Account

Overview

When you raise a support case, PeakCommerce support sometimes needs to look at your account — and occasionally to correct something in it. They cannot do either on their own. An administrator on your side approves each session and chooses how long it lasts, every session ends by itself, and everything done inside one is recorded in your audit log.

This guide covers approving and declining a request, ending a session early, and what support can never do no matter what you approve.

You'll find this under Settings → Access & Security → Support Access.

Who can approve

To do this…	You need this
See pending requests, live sessions and history	Support Access permission at View
Approve, decline or end a session	Support Access permission at Full

Approval is limited to Administrator profiles. CSR profiles cannot approve support access at any tier.

If nobody holding this permission is available, a support request simply waits. Before a migration or a busy period, make sure at least two administrators have it.

How a session works

1. A PeakCommerce engineer raises a request naming themselves, the reason, and whether they need read-only or read & write access.

2. A second PeakCommerce operator approves it internally first. Your approval is in addition to ours, never instead of it.

3. The request appears on your Support Access page. You pick a duration and approve.

4. Support works. Every action is recorded in your audit log as PeakCommerce Support, with the individual engineer recorded against it.

5. Access ends automatically. There is no extension — more time means a new request.

1. Approve a request

Open Settings → Access & Security → Support Access. A waiting request appears at the top. Read the reason and check the ticket reference against the conversation you are already having with support.

Choose a duration, then click Approve for <duration> — the button restates your choice, so confirm it reads what you intended.

Access level	Durations	Cap
Read only	30 min · 1 hour · 2 hours · 4 hours · 8 hours	8 hours
Read & write	30 min · 1 hour · 2 hours · 4 hours	4 hours

Pick the shortest duration that fits the work — support can always ask again. The clock starts when you approve, not when they asked, so a request left overnight does not eat into your window.

2. Decline a request

Click Decline. The request ends permanently and support is not admitted. You do not need a reason, and declining is not an escalation — if the timing is wrong, decline and ask support to raise it again when it suits you.

3. Watch or end a live session

While a session runs, the page shows the engineer, a live countdown, and how the session appears in your audit log. End session now cuts access immediately, effective on their next action.

To see what was done, open Settings → Observability → Audit Logs and filter for PeakCommerce Support.

What support can and cannot do

These limits are enforced by the system, not by policy.

Support can: view your accounts, subscriptions, invoices and orders; correct billing and subscription data; edit journeys and product configuration; re-run and repair failed jobs.

Support can never: change your sign-in or single sign-on settings; create users or change anyone's permissions; view or rotate your API keys and secrets; delete records; alter your audit-log retention; edit your pages, components or tracking scripts; or approve or extend their own access.

A read-only session can view only — it cannot change anything at all.

Frequently asked questions

Can PeakCommerce get in without asking? Not with the ability to change anything. Write access always requires your approval. A read-only session for diagnosis can be opened under our own two-person approval and is recorded in your audit log the same way.

What happens if time runs out mid-task? Access stops. An operation already in flight finishes so nothing is left half-applied; the next action is refused.

Does this touch my own users or SSO? No. Support access is separate from your users, profiles and sign-in settings, and a support session cannot change any of them.