Shyld support access

Support can always see some of your account to help you. Anything more needs the owner’s grant, for up to 7 days, and every look is listed in Settings › Shyld support access.

What support sees

Without a grant, support sees your bookings, payments, payouts, alerts and email deliveries, read-only.

While a grant runs, support can also see location tracks, principals’ details, briefs, shift logs and reports.

Medical notes and taxpayer IDs are never shown to support, with or without a grant.

Answer a request

When support asks for more access, the owner is emailed and the request appears on the owner’s Today and at the top of this page, marked Waiting for you, with who asked, when, why and for how many days (1 to 7).

To grant it:

1. Choose the days under Grant it for: the days asked, or fewer.
2. Select Grant access.

To decline it:

1. Select Decline.
2. Optionally add A note for support; support sees it with your answer.
3. Select Decline again, or Back to return to the request.

If nothing is waiting, the page says No access granted.

End a grant early

While a grant runs, the page shows Support has access: who granted it, for how long, when it ends and whether support has used it yet. Select End access now to stop it at once.

Earlier requests

Earlier requests lists past requests, newest first, each marked Declined (with your note), Ended early, Expired or Not answered.

What support looked at

What support looked at lists every view support made of your account, newest first: who looked at what, and when, and whether it was an area always open to support, under your grant, or emergency access.

What support did

The last list shows each action support took in your account, newest first: what it was, to what, when, who did it and the reason they gave. Support can, for example, resend an invite, transfer ownership when the only owner has lost access (after identity checks), or close a clock-in left open.

Emergency access

In an emergency, someone’s safety on a live shift, or an owner who has lost all access, a platform operator can open emergency access to your account for 4 hours, with a reason. The owner and admins are told at once, every action is recorded, and another operator reviews the opening within 24 hours.

Emergency access is listed under What support looked at with its reason, when it opened and when it closed.

Who can do what

Only the owner grants, declines or ends access. Admins can read this page; dispatchers and viewers don’t see it.

What each role may do

Area	Owner	Admin	Dispatcher	Viewer
Ownership, the plan and support access	Changes	No	No	No
Firm settings and team	Changes	Changes	No	No