---
title: When the CorekChat team signs into your account to help you
updated: 2026-10-10
canonical: https://corekchat.com/ayuda/en/accesos-de-soporte
---

When you write to us because something isn't working — the agent isn't
answering, a product won't save, an order doesn't show up — often the fastest
thing is for someone on the CorekChat team to look at your account. That's what
**support access** is for.

We'll never ask you for your password. The support person signs in with their
own identity, for a limited time, and every access is recorded in your account.

## What a support access is

It's an entry into your restaurant's dashboard opened by a person on the
CorekChat team, always with a written **reason**. It has three limits:

- **It's short.** Between 5 and 120 minutes, and it closes on its own when time
  is up.
- **By default it's read-only.** The person sees your dashboard as you see it,
  but can't save anything.
- **It's not a user of your account.** It doesn't take up a seat in your plan,
  doesn't sign you or your team out, and in the dashboard it shows up as
  «Soporte de CorekChat» (CorekChat Support).

## How you find out

Normally, as soon as an access is opened:

- Your whole team gets a notification in the dashboard's **bell**.
- An **email** reaches your restaurant's email address with who signed in, why,
  in what mode and for how long.

If the support team signs in without notifying you (for example, to check
something you already discussed with them without interrupting your service),
it still shows up in your access history, with the reason, the mode and the
changes.

## What it can and can't do

If something needs to be fixed, the support person can sign in **with changes**.
With changes they can do what an administrator of your account can do to solve
the problem: the menu, the agent's settings, users and roles, integrations such
as WhatsApp, messages to your customers, your plan and payments, electronic
invoicing and data downloads. Only people with a special permission inside
CorekChat can sign in with changes, and they must confirm with their
verification code.

Even with changes, they can **never**:

- See or change your profile, your password or your two-step verification.
- Use Nero, your assistant (it doesn't spend your AI allowance).
- Close the support accesses in your history.

Everything that's changed is recorded under the support person's name, and you
can see how many changes they made in each access.

## Where to see accesses and how to close them

Open «Configuraciones» (Settings) (in the left menu) and choose «Accesos de
soporte» (Support access). All support accesses to your account are there:
who, when, the reason, the mode and how many changes were made.

(Captura del sistema, sólo para clientes: The Support access section of Settings, explaining how it works and the list of accesses (empty if nobody signed in))

If one is **in progress**, it's highlighted at the top with the «Cerrar acceso»
(Close access) button. When you press it, the support person leaves your account
immediately. To close it you need permission to edit settings; to see them,
being able to view settings is enough.

You can also ask Nero: "Did anyone from CorekChat sign into my account?".

## If you didn't ask for help

If you see a support access you weren't expecting, close it from Settings →
Support access and write to us at soporte@corekchat.com telling us what you saw.