Support access

The NeatPractice support team cannot see your patients or records. When you want help with something they need to see, a clinic admin grants support access for a limited time. Support can then sign in as one of your users to look at the problem.

Grant support access#

1. Open Setup > People and access > Support Access and click Grant Access.
2. Under Scope, choose:
   • Read only: support can look but cannot change anything.
   • Full access: support can also make changes, for example to fix a setting with you.
3. In Reason, describe the problem. Do not include patient names or other patient details; support sees this text.
4. In Duration (hours), enter how long access lasts, from 1 to 72. It starts at 4.
5. Click Grant Access.

Take access back#

To end a grant early, open the menu on its row, choose Revoke and confirm with Revoke. Support loses access on their next action, even in the middle of a session.

The list shows each grant's scope, reason, who granted it, when, when it expires and its status: Active, Revoked or Expired. Expired and revoked grants stay in the list so you can see who allowed what and when.

What support cannot change#

Even with full access, support cannot change who can reach your clinic or how. While signed in as one of your users, support cannot:

• grant, extend or revoke support access;
• invite, edit, disable or delete users, change their roles or send password resets;
• create, edit or delete roles or API keys;
• change two-step verification, document signing codes, automatic sign-out or break-glass access;
• close the clinic, or request or download its data export.

Those actions are hidden during a support session, and the server refuses them. Support can still rename the clinic. Ask a clinic admin to make these changes; support can tell them what to change.

What gets recorded#

• Granting and revoking support access appear in the security audit log.
• Every action support takes while signed in as one of your users is recorded there too, along with the grant it ran under.
• Any patient record support opens is in the patient access log, marked as viewed by support.