How to share access to your website with our support team

Sometimes, when you contact our support team with an issue, we may ask you to share access to your website's dashboard with us. This is because we are unable to reproduce the issue in our own testing environments, and we need to see what's happening on your site.

Sharing access to your website's dashboard will allow us to:

• Inspect the settings and configuration of our product and other plugins or themes on your site
• Perform troubleshooting steps such as switching themes, deactivating all plugins, or editing code
• Identify the cause of the issue and provide you with a solution or a recommendation

We understand that sharing access to your website's dashboard may raise some concerns about security and privacy. That's why we have some guidelines and policies in place to ensure that your data is safe and protected.

How can you share access to your website's dashboard?

The easiest and safest way to share access to your website's dashboard is to use a staging site.

Access to a staging site (✅Recommended)

A staging site is a copy of your live site that you can create using different tools. A staging site will let us test the issue without affecting your live site or your visitors.

• If you have a staging site, please share the access details with us. You can use a plugin like Temporary Login Without Password to create a secure and temporary login link for us. This will let us access your staging site without needing your username or password.
• If you do not have a staging site and would like to create one, you can easily do that using a plugin like WP Staging or Duplicator. (How to create a staging site). After creating the staging site, you can share the access with us.

Once the problem has been resolved, you have the option to either transfer the staging site back to production or simply apply the fix to the production site. This will ensure that your production site is protected, reliable, and free from any potential issues or disruptions.

Access to the production site (⚠️Not recommended)

If you don't have a staging site and can't create one, please share the admin access details with us.

You can still use the Temporary Login Without Password Plugin to create a secure and temporary login link for us. This will let us access your live site without compromising your security. You may also manually create an admin account using our support email address and share the access with us. However, please note that testing on your live site may cause some disruptions or errors for your visitors.

Alternatively, you can also share your WordPress admin username and password with us, but we don't recommend this option as it is less secure. If you choose this option, please make sure to change your password after we finish testing.

Please note if you share access to your live site, we may have to back up your site data and create a copy of it in our testing environment. This will make sure that nothing goes wrong (fatal errors or timeout issues) in your live site while we test (switching themes, deactivating all plugins, code editing). We respect your data, and we will delete the copy from our testing site after testing. By giving us admin access or FTP access, you are allowing us to do these things.

Is it secure to share access details with us?

To ensure the security of your website's access details, please follow these best practices:

• Use a staging site if possible
• Use Temporary Login Without Password plugin to create a secure and temporary login link for us
• Don't share your FTP details unless we specifically ask for them
• Don't share any sensitive or personal information such as credit card numbers, passwords, etc.
• Delete the temporary login link or change your password after we finish testing

We also have some policies and procedures in place to ensure that your data is safe and protected:

• We only access your website's dashboard when necessary and with your permission
• We only perform actions that are relevant to the issue and with your consent
• We don't store or copy any of your data without your permission
• We delete any backup or copy of your data from our testing site after testing
• We follow strict data protection and privacy laws and regulations

You can read more about it in our data policy for the support team.

Do we guarantee a fix?

We always try our best to provide you with a fix or a recommendation for the issue you're facing. However, sometimes we may not be able to fix the issue from our side. This is because the issue may be caused by factors that are beyond our control, such as:

• Conflicts with other plugins or themes on your site
• Server configuration or version issues
• Custom code or modifications on your site
• Browser compatibility or caching issues

In such cases, we will inform you of the cause of the issue and suggest some changes that could fix it. You may need to contact your hosting provider, web developer, or plugin/theme author for further assistance.

We appreciate your cooperation and patience in this matter. If you have any questions or concerns about sharing access to your website's dashboard with us, please feel free to contact us. We're here to help you.