When you contact us for help, someone from Bluedeer support can open your account to look into the problem. You decide how much they can do, in Support access.
Where to find it
Open Settings, choose Account, and scroll to Support access. It is in the same place on the web and in the phone app.
Each change saves straight away and applies at once, also to a support session that is already open.
The three settings
Allow support to sign in to my account (on unless you turn it off) Support can open your account to look into a problem. Turn this off and no one from support can sign in. If someone from support is in your account when you turn it off, their session ends on their next action.
Allow support to read my chat history (off unless you turn it on)
- Off: support can't see any of your chats. They don't show in the chat list, in search, on Home or in the inbox, and they can't be opened.
- On, All chats: support can read all your chats.
- On, Selected chats: choose Choose chats and tick the chats support may read (on the web, click Save when you're done). Support sees only those.
A chat that support starts while helping you stays visible to them for that visit, so they can show you what they tried.
Allow support to change my account settings (off unless you turn it on) Lets support change your settings and preferences while helping you, such as your name, custom instructions, the default model, or a workspace's settings. With this off, support can look at your settings but not change them.
What support can never do
Whatever you choose, support can never:
- see or change your password, two-step sign-in, passkeys, sign-in methods or signed-in devices, or delete your account;
- see your billing, change your plan, or buy or cancel anything;
- sign in to or out of your connected apps, or see their keys;
- change your Support access settings. Only you can.
Two ways support can help
Support opens your account in one of two ways:
- Read-only: they can look, but nothing they do changes anything. Live pages show their data, but buttons that would change something are turned off, and the assistant on a page doesn't run, so your allowance isn't used.
- Acting for you: they can do what you would do to fix the problem, within the limits above and the settings you chose. Live pages work fully.
A support visit lasts at most 30 minutes, and everything support does in your account is recorded. Every change you make to Support access is recorded too.