Temporary support access requires your approval, is limited in time, and can be revoked at any time.
Before you start
Addo Sign Support cannot access your user context without your approval.
When Support needs temporary access, they send you an Impersonation request. The request shows:
The support user requesting access
The reason access is needed
When the access expires
Support specifies the access period when creating the request. Approving the request gives Support permission to access your user context during that period. It does not start an impersonation session immediately.
Support only gets your existing permissions
When Support impersonates your user, they have the same permissions as your user. Impersonation does not give Support additional account or group permissions.
For example:
If you are a Standard user, Support cannot access account settings that require the Administrator role while impersonating you.
If your user has limited access within a group, Support has the same limitations while impersonating you.
Support can only access the groups, transactions, settings, and functions available to your user.
If the issue relates to functionality that your user does not have permission to access, Support cannot access that functionality through your user context.
For more information about account and group permissions, see How to manage users and groups.
Limitation for test accounts
Impersonation requests work differently for Standard users and Administrators on test accounts.
Support can send an impersonation request to a Standard user on a test account, but the user will not receive the pop-up needed to approve or decline the request.
Support can send an impersonation request to an Administrator on a test account.
This means that the normal approval flow is not available for Standard users on test accounts.
Review and respond to a support access request
When an Impersonation request appears:
Check which support user is requesting access.
Review the Reason.
Check the time shown under Access expires.
Click Approve to allow temporary access or Decline to reject the request.
The Impersonation request shows who is requesting access, why access is needed and when the access expires. Select Approve or Decline.
If you approve the request, Support can start an impersonation session within the approved access period.
⚠️Important: Addo Sign Support does not receive an automatic notification when you approve the request. Let Support know once you have approved it so they can start troubleshooting before the approved access expires.
If you cannot see the request
An impersonation request may not appear immediately on your screen.
If Support tells you that a request has been sent:
Refresh the Addo Sign page you are currently viewing.
The Impersonation request should then appear.
You do not need to navigate to a specific page. After refreshing, the request can appear regardless of where you are in Addo Sign.
When support access is active
Approving the request makes the access available to Support, but Support must start an impersonation session before they actively access your user context.
During the approved period, Support can start and stop the session as needed until the access expires.
When Support starts an impersonation session, Addo Sign clearly shows that impersonation is active.
The notification shows:
That an Addo support user is temporarily accessing your account
When the approved access expires
An option to revoke the access
When Support starts an impersonation session, Addo Sign shows that impersonation is active, when the access expires and how you can revoke it.
Stopping a session does not remove the approved access. Support can start another session while the approval is still valid, unless you revoke the access.
Revoke support access
You can revoke approved access at any time.
Find the notification stating Impersonation is currently active.
Click the link in the notification to revoke access.
The Revoke impersonation confirmation appears.
Click Revoke to revoke the approved access.
Click Cancel if you want to keep the access available.
Select Revoke to revoke the approved support access or Cancel to keep it available.
Once you revoke the access, Support can no longer use the approval to access your user context.
What happens when the access period expires?
Temporary support access is only available until the time shown under Access expires.
When the approved period expires, Support can no longer start or resume an impersonation session using that approval.
If Support still needs access, a new request must be sent and approved.
How support access is recorded
Temporary support access is recorded to provide transparency when Addo employees access a customer's user context.
The audit trail records:
Access requests
Approval or rejection decisions
Impersonation sessions
Actions performed during impersonation
This provides a record of when access was requested, how you responded, and what happened while Support accessed your user context.