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Support Access

Support Access is a temporary, time-limited window that allows a Masterschedule support engineer to view and edit your school's data to diagnose an issue. It must be explicitly requested by a school administrator and expires automatically after 48 hours.

When to use it

Request support access only when a Masterschedule support engineer has asked you to. Typical scenarios include:

  • Diagnosing a data inconsistency that you cannot reproduce yourself
  • Recovering from a configuration error that locked you out of certain features
  • Verifying a reported issue with your specific data set

Request access

  1. Open Settings → Users & Access.
  2. Scroll to the Support Access section at the bottom of the page.
  3. Read the description, then click Request Support Access.
  4. Confirm the request in the dialog.

The request appears as Pending with a 48-hour countdown timer. It is immediately visible to Masterschedule support engineers in the admin console.

Cancel a request

If you change your mind before a support engineer accepts:

  1. Open Settings → Users & Access.
  2. In the Support Access section, click Cancel.

While support access is active

When a support engineer accepts your request:

  • The request status changes to Active in the Users & Access panel.
  • The engineer can read and write all data for your school.
  • Every action they take inside your school is logged in the Audit Log with a Support Access badge so you can see exactly what changed.

When the window closes

Support access ends when:

  • The support engineer manually ends the session (the request status changes to Completed).
  • 48 hours pass from the time the request was created.

Once the window closes, the engineer loses access and no further changes can be made under that request.

Reviewing support access activity

Open Settings → Audit Log and filter by Level: Critical to see all support access events, or search for support_access to find the specific entries. Every entry made during a support access session is marked with a purple Support Access badge.