Support access
By default, SignatureCat support cannot change anything on your account. If you want our team to help hands-on - for example during onboarding or while tracking down a misbehaving assignment - an Admin can grant that permission with a single switch, and revoke it just as easily.
Where the switch is
Go to Settings and find the Support access section. It is visible to users with the Admin access level only. Flip the switch on to allow changes, off to block them again - the change takes effect immediately.
What it unlocks
With support access on, our support team can work on the parts of your account they typically help with, plus one diagnostic view that is otherwise blocked:
| Area | Examples |
|---|---|
| Signature templates | Fixing broken HTML, adjusting variables |
| Assignments | Retargeting a group or OU, changing the assigned template |
| User access | Adding or correcting access grants |
| Invoice email | Correcting the address your invoices go to |
| Signature diagnostics | Viewing the signature a user's Gmail currently has set |
With the switch off, support can still read account data needed to diagnose a problem (job logs, configuration), but every change is rejected by the system - not just hidden in the interface. Viewing a user's current Gmail signature is the exception among the reads: it reaches into a mailbox, so it is refused whenever the switch is off.
What it never allows
Regardless of the switch, SignatureCat staff can not:
- sign in as you or any of your users;
- change or cancel your subscription, or issue charges;
- delete your account;
- read anyone's email - SignatureCat holds no mail content scopes at all, so mail, attachments and drafts are out of reach with the switch on or off (see Domain-Wide Delegation);
- access stored secrets or credentials.
Everything is on the record
Transparency is built in:
- Turning the switch on or off is written to your account's activity log, and the other Admins get an in-app notification when support access is enabled.
- Every change made by our team appears in the activity log in Settings as the staff member's name followed by "(SignatureCat Support)" - the same trail your own admins' changes go to.
- Every time our team views the signature a user's Gmail currently has set, that view is written to the same activity log. The entry records the address that was checked, never the signature itself.
- These entries are part of your account data, so they are included in data exports.
The mechanism is described in the Terms of Service and the Privacy Policy (service access with the Customer's consent).