SeatReaper staff sometimes need to look at a workspace to answer a support request, or make an account change you asked for. This page explains exactly how that works.
Who counts as support
A small number of SeatReaper staff logins are marked as platform admins in the database. That mark is not a role in your workspace and cannot be granted from the app; only the database owner can add or remove it. Staff must pass two-step verification on every sign-in before any staff tool works, so a stolen staff password alone gives no access. Your workspace's own roles (owner, tech, viewer) never give anyone access to another workspace.
The read-only view
To see what you see, a staff member starts a read-only view of your workspace. It:
- is only possible while an owner has granted support access under Settings > Security, for a period you choose (1 hour to 7 days),
- ends at once if an owner withdraws access,
- needs a written reason, such as the request number,
- lasts at most two hours and usually less, then ends by itself,
- cannot change anything: there is no way to add, edit or delete through it,
- is recorded in your audit log when it starts and when it ends, with the reason.
Account changes support can make
Only when there is a reason, such as your request or a billing problem:
- give a complimentary plan or a trial, or change your plan on your existing subscription,
- extend a trial,
- suspend or lift a suspension of the workspace,
- create a new invite link or revoke an invite,
- transfer ownership, for example when the only owner has left your company,
- reset an owner's two-step verification, after confirming their identity outside the app.
Every one of these needs a written reason. The reason and the change are recorded in your audit log, attributed to SeatReaper support, and owners can read them on the Audit log page.
What is never possible
- Staff cannot sign in as you or anyone on your team.
- Staff cannot see your password or your card number.
- Audit log entries, including entries about staff actions, cannot be edited or deleted.