Support access
Let Delsivo support see your fund read only, for 1 hour, 24 hours or 7 days, while they help you. End it at any time and see every page they opened.
Sometimes the quickest way for us to help is to see what you see. Delsivo support can do that only with your fund's permission. An Admin grants read-only access for a limited time, can end it at any moment, and can see every page support opened.
Without a grant, Delsivo staff can't open your fund's workspace at all.
Grant access
- Open Settings → Security (under Account in the Settings menu).
- In Access now, choose How long: 1 hour, 24 hours or 7 days. 24 hours is selected by default.
- Optionally, fill in What should support look at? to point us to the problem, for example a page that doesn't load as expected. Up to 300 characters.
- Click Grant read-only access.
You see "Delsivo support can view your fund, read only, for [duration]." Access now changes to Granted, with the time it ends and who granted it. The Settings menu shows Support on next to Security while access is on.
Only Admins can grant or end access. Other roles see the current state and the note that only the owner can grant or end support access.
End access early
In Access now, click End access next to the grant and confirm with End access. You see "Support access ended. Any open support view stops at the next page."
Access also ends on its own at the time shown. Ended grants are listed under Earlier grants, with who granted them and whether they ran their course or were ended early.
What support can and can't do
| Support can | Support can't |
|---|---|
| Open your fund's pages as an analyst would, to see what you see | Change anything: every save, invite or setting change is blocked |
| Read the pages an analyst can see, such as the fund profile, the team and the plan | Send emails or notifications |
| Export or delete data | |
| Open admin-only settings, such as the activity log or granting support access |
While viewing, support sees a banner at the top of every page: Viewing as support, read only, with the time the view ends. Each support view lasts at most an hour at a time, and only while your grant is on. To continue after an hour, support starts a new view, which is recorded again.
If support tries to make a change, it's blocked and recorded as Tried a change (blocked).
See what support looked at
What support looked at on Settings → Security lists, newest first:
- Started a support view
- Opened a page, once for every page
- Ended the support view
- Tried a change (blocked)
Each line shows the support person's email and the time, in your fund's time zone. The same entries appear in the activity log under Privacy and support access.
Your own sign-in on the same page
The top of Settings → Security shows whether two-step sign-in is on for your account (Two-step on or Two-step off) and links to Password and two-step sign-in. See Two-factor sign-in.
Frequently asked questions
Does granting access let support see deck files or interview recordings?
Decks, interviews and data rooms arrive in later releases. When they do, file contents and recordings stay hidden in a support view unless your grant says otherwise.
Can I grant access to one particular support person?
Not from the app. A grant lets the Delsivo support team view your fund. Each view is recorded with the name of the person who opened it.
Support asked me for my password. Is that right?
No. Delsivo will never ask for your password or a two-factor code. Grant access here instead, and report the request to hello@delsivo.com.
Something unclear or missing? Tell us