Support access to your account
When you ask OmniBrand support for help, they may open a read-only view of your account for up to an hour. You see a banner while it is open, and every view is listed with its reason.
To fix a problem you reported, OmniBrand support sometimes needs to see what you see. They can open a support view: your account exactly as its owner sees it, read-only, for at most one hour. They never get your password, and nobody at OmniBrand can sign in as you.
What a support view can and cannot do
- It can only look. Every change is refused by our servers, not just hidden: saving, posting, sending a message, connecting a channel, inviting someone, changing billing or settings all fail with "This is a read-only support view. Nothing can be changed from it."
- It cannot download your data: exports (contacts, a broadcast's recipients, your workspace or personal data) are refused with "Data exports are not available in a support view."
- It never shows secrets: passwords, API keys and channel logins are never shown anywhere in OmniBrand, to you or to us.
- It ends by itself after the time the support person chose (15 minutes, 30 minutes or 1 hour), or sooner when they end it. After that its link no longer works.
- A support person must give a reason to open it, and only OmniBrand staff with the Support or Owner role can.
How you know
- While it is open, everyone in your account sees a blue banner at the top of every page: "OmniBrand support (name) is viewing your account, read-only, until (time)." with a link to the history.
- Afterwards, the account owner sees every support view on Settings > Company details (/app/settings/company), in the Support access card at the bottom: who (a first name), the reason, and from when to when. A view still open shows Viewing now; a finished one Ended. If OmniBrand support has never viewed your account the card says "OmniBrand support has not viewed your account."
- Each start and end is also recorded in your account's own audit trail (we send it to you on request), and in OmniBrand's staff audit log, which also lists every page the support person opened.
Step by step: see who viewed your account
- Open Settings, then Company details in the side list (account owner only).
- Scroll to the Support access card at the bottom of the page.
- Read each line: the support person's first name, the dates in words, and Reason: with what they wrote when they opened the view.
If you did not expect a view
Write to support@omnibrand.app with the date shown in Support access. We will tell you which request it was about. You can also ask us not to open a view of your account and to work from screenshots instead.