Authorizing and Managing Support Access

When you contact NP Ledger support for help with your account, a support agent may need to see your organization's pages to diagnose the issue. NP Ledger never gives support agents access to your data without your explicit permission. This page explains how the authorization process works, what the agent can and cannot do, and how to revoke access at any time.

• You must be an owner or admin on the organization to authorize or deny support access.
• Only owners can revoke an active support session. Admins can view the history but not revoke.
• You don't need to initiate anything yourself -- the support team will send you an authorization request by email when they need access.

1. You receive an authorization email

When a support agent requests access to your organization, NP Ledger sends an email to every owner and admin on the account. The email includes:

• The support agent's name
• The reason they need access (written by the agent)
• How long the session will last (30 minutes, 1 hour, or 2 hours)
• What level of access they're requesting (usually "Read Only")

2. You authorize or deny

Click the link in the email. You'll see a confirmation page summarizing the request.

1. Review the details -- make sure you recognize the reason and the agent.
2. Click Authorize to grant access, or Deny if you don't want to allow it.
3. You'll receive a receipt email confirming your decision.

The authorization link expires after 24 hours. If you don't click it in time, the agent will need to send a new request.

Important: You must be logged in to NP Ledger when you click the link. If you're logged out, you'll be redirected to the login page first, then back to the authorization page.

3. The agent starts a support session

Once you authorize, the support agent can start a session. During the session:

• They see your organization's pages (dashboard, transactions, reports, settings) exactly as you see them.
• A bright banner appears at the top of every page in the app showing "Support Session" with the agent's name and a countdown timer.
• In Read Only mode, the agent cannot create, edit, or delete anything. All buttons and forms that would change data are blocked.
• Every page the agent visits is logged automatically.

4. The session ends

Sessions end automatically when the timer runs out. The agent can also end the session manually at any time.

If you need to end a support session immediately, you don't have to wait for it to expire.

1. Go to Settings > Organization.
2. Find the Support Access section. If a session is active, you'll see a warning with the agent's name and the expiry time.
3. Click View support access history.
4. Click Revoke Access Now next to the active session.

The agent will lose access on their very next page load. They'll receive an email letting them know the session was revoked.

You can see a complete record of every support access request and session for your organization.

1. Go to Settings > Organization.
2. Click View support access history in the Support Access section.
3. The history shows:
4. Date of each request
5. Support agent name
6. Reason given for the access
7. Duration of the session
8. Status (Pending, Authorized, Active, Ended, Expired, Revoked, or Denied)
9. Pages viewed during the session

This history is permanent and cannot be deleted.

In rare cases where no owner or admin can log in to authorize access (for example, if the sole owner is locked out of their account), NP Ledger has an emergency override process:

• Two separate staff members must approve the access (one requests, another approves).
• You receive an email immediately notifying you that emergency access was granted.
• Emergency sessions are clearly marked with an Emergency badge in your access history.
• Emergency access follows the same rules: time-limited, logged, and revocable.

• After authorizing, look for the support session banner at the top of the page to confirm the session is active.
• Check the support access history after the session ends to review which pages were viewed.
• If you see an emergency access notification you didn't expect, contact NP Ledger support immediately.

• Ignoring the authorization email. The link expires after 24 hours. If you miss it, the agent has to send a new request. Check your spam folder if you don't see it.
• Trying to revoke as an admin. Only organization owners can revoke sessions. If you're an admin and need a session revoked, ask an owner on your account.
• Worrying about data changes. Read-only sessions cannot modify your books, transactions, or settings. The system blocks all changes at the server level -- this isn't just a hidden button.

Accountant Note: Support sessions are designed with nonprofit data sensitivity in mind. The support agent never becomes a member of your organization, their activity is logged separately from your org's audit trail, and they cannot access or modify financial records during standard read-only sessions. If a support agent does make a change during an elevated session (extremely rare), it appears in your organization's audit log clearly flagged as a support action.