# Support access

> Let COEC support look at your account read-only and redacted, for a limited time, and see every request they make.

Source: https://shopassist.coec.dk/docs/team/support-access · Updated 2026-10-01

COEC support cannot see your organization unless you allow it. Owners and admins grant access under **Organization → Settings → Support access** for up to 14 days and can revoke it at any time.

## What support can see [#scope]

* Your organization in **read-only** mode with viewer permissions: settings, stores, conversations and analytics.
* Shopper names and emails are masked; emails, phone numbers and addresses in messages are redacted; attachments are hidden; order details are reduced to number and status.
* Support cannot change anything, cannot impersonate users and never sees unredacted shopper data.

## Transparency [#transparency]

* Owners and admins get an email whenever a support session starts, with the support person's first name, the reason and the expiry.
* Every request during the session appears in the **audit log**.
* A support session lasts at most 60 minutes and ends at once when you revoke access.

Ask support to describe the issue first: most questions can be answered from the request id (`req_…`) shown with an error, without access to your account.