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How to Turn On Customer Support Limited Access

Updated
Feature Availability User Permissions Time to Complete Skill Level
Launch, Grow, Scale and the free trial Store owner (the account that created the store) About 3 minutes Beginner

Summary

Overview: Customer Support Limited Access lets the Prosperna Support Team log in to your account and look at your dashboard, so they can see the problem for themselves instead of asking you for screenshots. They can only view: they can't change your billing, your balances or your account information. Turn it off once your concern is solved.

Prerequisites:

  • You're logged in as the store owner.
  • A short description of the problem you need help with.

Step-by-Step Instructions

Step 1: Open the Customer Support Center

  1. Click your name at the top right of the dashboard.
  2. Click Get help.

Step 2: Turn on access and describe your concern

  1. Switch Customer Support Limited Access on.
  2. In the Enable Access window, type your concern under Your Concerns. Include what you were trying to do and what went wrong.
  3. Click Confirm.

The Support Team is notified with your concern and your store's details, so they can start looking right away.

Step 3: Turn off access when your concern is solved

  1. Go back to Get help and switch Customer Support Limited Access off.
  2. In the Disable Access window, click Confirm.

This ends the team's access and lets them know your concern has been addressed.

Verify It Worked

Success criteria:

  • After turning it on, you see "Customer Support Limited Access has been enabled." and the switch stays on.
  • After turning it off, you see "Customer Support Limited Access has been disabled." and the switch stays off.

Troubleshooting

Common errors

  • The Confirm button is greyed out: type your concern in the Your Concerns box first.
  • The switch shows off, but I didn't turn it off: the switch resets 14 days after you turned it on. If you want to be sure the team no longer has access, email support@prosperna.com and ask them to end it. If they still need access, turn it on again and describe the concern.
  • An error message appears instead of the success message: wait a moment and try again. If it keeps happening, email support@prosperna.com with your store name.

Limitations & considerations

  • The Support Team has view-only access. They can't change your Billing, your Balances, or your account information such as the account owner's name, email, phone number or password.
  • Clicking Cancel in either window leaves the setting as it was.
  • Turn access off as soon as your concern is solved.

Next Steps & Related Resources

Need more help? For more information and assistance, please send an email to support@prosperna.com.

Last Updated: 10/20/2026