Let Support Look at Your Account
How to approve, grant, revoke and review support access to your financial data, and how to reach the support team.
Overview
Sometimes the quickest way for us to fix a problem is to see what you see. Support can't look at your financial data unless you say yes. You approve every request yourself in the app, you pick how long access lasts, and you can take it back at any moment.
While access is active, support can view your accounts, balances, transactions and net worth. Every time someone on the team views your data, it's written to your access history, so you can check exactly when it happened.
You'll find all of this in Settings > Application Support > Support access.
How to Approve a Request From Support
When support asks to view your data, you get a push notification and an email titled "Support asked to view your account". Nothing is shared until you approve it.
Open the request
Tap the notification or the Review request in the app button in the email. You can also go to Settings > Application Support > Support access.
Check the details
The card reads Support has requested access. It shows the Reason given, a Case reference if there is one, and when the request was made.
Approve or decline
Tap Approve… to continue, or Decline if you don't want to share. If you didn't contact support, decline it.
Choose how long
Pick 24 hours, 3 days or 7 days, then tap Approve. You'll see "Support access is now active."
How to Grant Access Without a Request
If you're already talking to us in chat or by email, you can open access yourself so we don't have to send a request first.
Open Support access
Go to Settings > Application Support > Support access. With no access open, the card reads No active access.
Grant access
Tap Grant support access, choose a length, then tap Grant access.
How Long Access Lasts
| Option | When to use it |
|---|---|
| 24 hours | Recommended for a single support session. This is the default. |
| 3 days | For an issue that may take a few days. |
| 7 days | The longest window we allow. |
Access ends on its own when the time runs out. While it's active, the screen shows Support access is active with a countdown under Access ends in and the exact end time. The Support access tile in Application Support also shows how long is left.
How to Revoke Access
Open Support access
Go to Settings > Application Support > Support access.
Revoke
Tap Revoke access, then Revoke to confirm. Support loses access to your financial data straight away. You'll see "Support access revoked."
You get a push notification and an email when access starts, when you revoke it and when it expires. You can grant access again whenever you need help.
Your Access History
The Access history list on the same screen records every step:
- Support requested access
- You granted support access
- You declined the request
- You revoked support access
- Support access expired
- Support cancelled the request
- Support viewed your financial data
Live Chat, Email and Your Requests
Settings > Application Support has every way to reach us. All channels route to the same support team.
- Live Chat: chat with the support team in the app. The first time you start a chat, you're asked to agree to share your name, email and messages with our chat provider. You can change that later in Privacy & Consent.
- Email Support: write to [email protected]. We typically reply within one business day.
- My support requests: appears once you have at least one case. Tap it to see each case number, its status, the subject and when it was last updated.
Tips
Frequently Asked Questions
Can support see my data without my approval?
No. Without an active grant, support can't see your financial data. Every view while access is active shows up in your access history.
What can support see?
Your accounts, balances, transactions and net worth, for as long as access is active.
Does approving access share my password?
No. Your password and sign-in methods are never part of support access.
I share my finances with a partner. Who approves?
Each person manages support access for their own account. A partner can't approve or revoke access on your behalf.
I got a request but never contacted support. What should I do?
Tap Decline, then email [email protected] so we can look into it.
Related Articles
Contact Support
What to include when you get in touch.Security Overview
How Forbidden Finance protects your account.Session Management
See and end your signed-in sessions.Data Export
Download a copy of your data.Need more help? Email us at [email protected] and we will get back to you.