How do we help support our users with their technical issues?

Our users may contact our Customer Support team for help with their technical issues. We have many ways to help and support our customers; however, we can help troubleshoot and diagnose issues by assuming our users' accounts. 

Assuming our users' accounts allow us to see precisely what they see and replicate the issues they may be experiencing. We only impersonate our users to troubleshoot and resolve problems. Below are the steps we take to ensure that we only do it when necessary and how we help ensure that our users' data is secured. 

1. A user reports an issue to the Customer Support team.
2. If we deem it necessary to assume the user's account to help investigate and troubleshoot the problem, we email them or respond to a message asking permission to assume their account.
3. We visit the user record in our systems and assume the user's profile.
4. Our system logs the assumed session and a summary of actions taken. It does not log personally identifiable information or user data. 

Only our Customer Support team has access to this functionality and can only be used with express permission from the end user. 

If you have any questions regarding how we assume users for troubleshooting purposes, then you can get in contact with us here: Contacting Customer Support