How To Provide Temporary Support Access

Breakdance Support may need access to your website to investigate an issue. You can create a temporary WordPress administrator account or add support through your hosting provider.

Create a Temporary Administrator Account

1. In WordPress, open Users > Add New User.

2. Fill in the account details. You can choose your own details, but the following settings help support respond faster:

   • Email — [email protected].
   • Send User Notification — Leave this checked.
   • Role — Administrator.

3. Create the user.

Send the Login Details

Use non-expiring administrator credentials rather than one-time site-login links.

If you used [email protected] and left Send User Notification checked, send support only the site's login URL. The team should receive the remaining login information by email.

Otherwise, send:

• The username.
• The password.
• The site's login URL.

For a new issue, include the details in a support ticket. For an existing issue, reply to the email requesting access.

If you are uncomfortable sending the details as text in an email, use a service such as OneTimeSecret to store the username, password, and login URL, then send support the link to that secret.

Revoke WordPress Access

After support finishes, remove the temporary user or change its password.

Delete the User

1. Open Users > All Users in WordPress.
2. Find the temporary account and click Delete.
3. Follow the remaining prompts.

Change the Password

If you prefer to keep the account:

1. Open Users > All Users and click the account you shared with support.
2. Scroll to Account Management and click Set New Password to generate a new password.
3. Click Update User at the bottom of the page.

The account now has a new password, so support can no longer log in with the details you supplied.

Provide Access Through Your Host

Some hosts let you add collaborators through their dashboards. Follow your host's instructions to add support to your team, using [email protected] for every provider:

• Cloudways
• Flywheel
• Kinsta
• Pressable
• SiteGround
• WordPress.com
• WP Engine
• WPMU Dev

Remove support as a team member when the issue is resolved.

FTP/SFTP Access (If Requested)

Your developer may request temporary file access to diagnose and fix the issue.

1. Ask your host to create a temporary SFTP user limited to the site's directory.
2. Collect the host, port, username, password or SSH key, and root path.
3. Test the login yourself, for example with FileZilla, before sharing it over a secure channel.
4. Delete the temporary user when the issue is resolved.