Allow TextExpander Support access to your account
Overview
Account impersonation is a support access feature that gives TextExpander Support temporary admin-level access to your account after you grant permission. It is designed to help our team troubleshoot issues, support onboarding, or help resolve account setup questions without needing your password or a screen share.
How to enable support access for your account
Organization admins can follow these steps:
- Sign in to app.textexpander.com
- Under your Organization name in the left sidebar, click “Settings”
- Next to “Allow TextExpander to access your account”, click the toggle to enable it
Individual users and Organization members can follow these steps:
- Sign in to app.textexpander.com
- In the left sidebar, click on the three dots next to your name then click “Profile”
- Next to “Allow TextExpander to access your account”, click the toggle to enable it
Once enabled, TextExpander Support can start a support session when help is needed. You can turn this access off at any time.
How long support access lasts
Granting support access does not start a support session by itself. It only gives TextExpander Support permission to start one when needed. Each support session lasts up to 1 hour from the time the session begins. If more help is needed later, TextExpander Support may start a new session as long as support access is still enabled.
How to remove access
You can remove access at any time by following the steps above, clicking the toggle to turn off the setting you used to grant permission.
- If no support session is active, future support sessions will be blocked.
- If a support session is active, the session will automatically end shortly after access is removed.
Activity logging
Changes to support access and support sessions are recorded in account activity logs. This includes when support access is granted and removed, and when a support session starts and ends.
To view your Account Activity log:
- Sign in to app.textexpander.com
- In the left sidebar, click “Billing”
- Scroll down to the Account Activity section
Additional details
- This feature is only available in the TextExpander web app, meaning it only provides TextExpander access to your account in the TextExpander web app
- For Organizations, when we need to access your account we will create a new temporary user called “TE Support”
- For individuals and Organization members, we access your account directly, rather than creating a temporary user
Frequently asked questions
Does TextExpander Support need my password?
No. Support access does not require you to share your password.
Does granting access start a support session immediately?
No. Granting access only gives permission for TextExpander Support to start a support session when needed.
Do I need to approve every support session?
No. Once support access is enabled, TextExpander Support can start support sessions while the setting remains on. You can remove access at any time by turning the setting off.
Can I turn support access off later?
Yes. You can turn support access off at any time from your settings.