At times, you may need to contact Alchemer's Support Team with a question or a survey-related issue. Certain issues may require the Support Hero that you are working with to access your account and/or survey to troubleshoot the problem.
By default, Alchemer employees will not have access to your Alchemer account. Access will need to be granted for troubleshooting purposes.
Grant Access to Alchemer Support
The easiest way to grant access is when you are requesting support. Go to the Profile Icon in the upper-right corner of the application. Select Support Access.
From here, you as a general user can allow Alchemer employees access to your account for 7 days, 30 days, or Forever (No End Date). Select your preference and click Grant Access.
If you have Single-Sign-On (SSO) enabled, you will likely need to disable it before an Alchemer employee can access your account.
Note: This does not allow for anyone except Alchemer employees to access your account.
Revoke Previously Granted Access
If you have previously granted account access to Alchemer employees and now wish to revoke that access, you can do so via Account > Summary > Grant Support Access (Located in the right corner list).
Here, you will see the details regarding the access granted and an option to Revoke Access.
Account Administrators
Account Administrators can find the Support Access preferences under Account > Support Access.
From here, you as the administrator can allow Alchemer employees access to your account for 7 days, 30 days, or Forever (No End Date). Select your preference and click Grant Access.
Note: This does not allow for anyone except Alchemer employees to access your account.
Control Your Users' Ability to Grant Access
As an account administrator, you have further control regarding Alchemer employees' access to your account. In multi-user accounts, other users can also grant such access.
If you want to remove one of your users' ability to grant Alchemer employee access, you can do so from clicking from the Lefthand Navigation Menu Account > User Management > Users.
Click on the specific user whose ability to grant access you wish to revoke. Access the user Permissions and check the box corresponding to the Restrict Alchemer Support Access section. Last, Save User.
Review User Activity
As an Account Administrator, you have visibility into which other users on your account have granted access to Alchemer employees. Visit Account > Support Access and if any other users have granted access, the details will be visible here.
FAQ
Why do I not have the ability to grant access?
In multi-user accounts, Account Administrators have the ability to control general users' ability to grant access to the account. If you are a general user and your ability to grant access has been revoked, you will see the following message when attempting to grant access:
Your account is not configured to grant Alchemer access. For further details, contact your account administrator.
If you require the ability to grant access, you will need to contact your Account Administrator and request that this ability is added to your user permissions.
Alchemer Supports Listed Users on Accounts
The Alchemer Support Team is deeply invested in maintaining the security and integrity of customers' accounts and data. Via our Terms and Conditions of Service, Alchemer team members work only with users whose name is present as a username on an account. For ease of service and account security, Alchemer recommends having the first and last name of users on an account always up to date in the Name field found in the Profile and Settings menu located in the top right corner of the application when the circular icon is clicked.
Our team may also identify customers by the email address that is used to log into the application. For tracking purposes and for data security, cases submitted from the Help menu in the application sends receipts and replies to a username email address. To ensure replies for support cases arrive to the appropriate user on an account, Alchemer recommends making username-specific email addresses for users within an account, rather than a group email address.
