Vismo Support Access to Your Account

This guide explains what you will see when a member of the Vismo Support team temporarily accesses your Vismo account to help with a support request, and how your administrators stay in control.

When Vismo Support needs to look at something in your account, you no longer need to create a user for them or send them an invitation. Instead, a named member of the team joins your account for a limited time as a guest in one of your user groups. They sign in as themselves with their own Vismo login, so there is no shared or test user to create, no password to share and nothing left behind when the work is finished.

How Support Access works

Clearly labelled: a Vismo Support user appears in your user lists with a Vismo Support label, in place of the usual Guest label, so your administrators can see who from Vismo is in your account.
Signed in as themselves: each team member uses their own Vismo username and password. Access is always tied to a named person.
Limited to one of your groups: they join one of your user groups and can see and do what that group can do in your account.
Time-limited: access is given for between 1 hour and 7 days. It ends automatically when the time is up, within about 5 minutes, and can be ended earlier.
Audited: a reason, such as your support ticket reference, is required every time. Vismo keeps a record of every access, showing who had access to which account, when and why.
There is nothing for you to set up or switch on.
Your account administrators can see and remove Vismo Support users in Group & User Administration.
Licences: when a Vismo Support team member uses the portal, including carrying out administrative tasks, it does not use one of your licences. If they sign in to your account on a device, such as the Vismo app, that uses one of your licences while they have access.
Notifications: while they have access, the Vismo Support user is a member of the group they joined, so they may receive your account's notifications, such as alert emails, texts and app notifications, like anyone else in that group. These stop when their access ends.
Ending early: Vismo Support staff are asked to end their access as soon as they have finished, rather than waiting for it to expire.
Extending: if a support request takes longer than expected, Vismo Support can extend access for up to 7 days at a time.

Before you start Seeing who from Vismo Support has access

Step	What to do
1	Open Group & User Administration.
2	Look for users with the Vismo Support label next to their name.
3	Check which group they are in. The group decides what they can see and do in your account.

Ending Vismo Support access

Access ends automatically when the agreed time is up. If you want to end it sooner, your administrators can remove a Vismo Support user like any other guest:

Step	What to do
1	In Group & User Administration, select the Vismo Support user.
2	Choose Remove guest in the toolbar.
3	Confirm. This ends their access to your account.

Good to know Troubleshooting / FAQs

Question	Answer
Why is there a Vismo Support user in our account?	A member of the Vismo Support team is helping with a support request. Their access is time-limited and ends automatically. If you weren't expecting it, contact Vismo Support.
Do we need to create a user or send an invitation for Vismo Support?	No. Vismo Support can access your account without you creating a user or sending an invitation.
Will Vismo Support use one of our licences?	Only if they sign in to your account on a device. Using the portal does not use a licence.
Can we end their access ourselves?	Yes. An administrator can select the Vismo Support user in Group & User Administration and choose Remove guest.
Will they receive our alert notifications?	They may, while they have access, in the same way as anyone else in the group they joined. Notifications stop when access ends.
Can we find out why someone from Vismo accessed our account?	Yes. A reason is recorded every time. Contact Vismo Support with any questions about access to your account.

Need more help? Contact Vismo Support at techsupport@vismo.com.