Table of Contents
Overview
In order to assist you and provide support, Jobber's Product Support team may require access to your account. To keep everything secure they will ask for your permission to view your account and will have read-only access so that they are unable to make any changes. We know that you keep sensitive information in your account, so we want to do our part to make sure that information remains secure.
To get permission to access your account, all the admin users on your account will receive an email asking for access to your Jobber account. The email will include the team member's name at Jobber who is asking for access. You can also view support access requests by navigating to the Question Mark Icon > Support Access.
The email you receive will look like this:
Click the Approve Request button in your email to view more details about the access request.
The next screen will show the name of the Jobber team member who is looking for access as well as what you're allowing Jobber to do, which is:
- Permission to access your account for a four week period (it will display the date four weeks from now)
- Permission to create, modify, or delete data in your account if necessary to resolve the issue
- Note: Jobber's Product Support team members have read-only access to view your account and are not able to modify or delete information. Making changes in your account is only something our Technical Support team can do with written permission and only in specific cases.
Select Allow to grant access or Deny if you don't want to give Jobber's Product Support team read-only access to your account. Any administrator on the account can choose to accept or deny this request, and permission can be revoked at any time.
How to revoke access
If a Jobber team member has requested access, you can view their access request directly from Jobber.com without having to open your email.
Select the Question Mark Icon > Support Access, to view current and past access requests. To remove access to your account, select Revoke Access.
The support access page also displays previous requests to access your account by a Jobber Team member and when that request expired.
What if I have a ticket open?
There are times when our Product Support team needs additional help with diagnosing issues. In those cases, we will open a ticket with our Technical Support team to look into further. The Technical Support team will need to have access to your account while they investigate.
While the majority of tickets are often resolved within 4 weeks, it's possible that we might need additional access. In those situations, a Technical Support team member will reach out to request additional access, however it's rare that more than 4 weeks would be needed.