Enable Support Access

Allow Verkada Support temporary access to your account

Verkada Support may request access to your Verkada Command account to assist with troubleshooting.

Any action taken by Verkada Support in your account is included in your organization audit log.

Enable support access

Org Admins, Site Admins, and Access Site Admins can generate and share a support access token to allow Verkada Support to access their accounts.

1

In Verkada Command, go to All Products > Admin .

2

In the left navigation, click Support .

3

Select Enable Support Access.

4

Toggle on Enable Support Access and configure these additional settings as needed:

a. Access Duration b. Access Token c. Enable Video and Image Access d. Limit Access to Sites

Note: Verkada Support does not automatically gain access to your account when you enable an access token. You will need to open a support case and share this token with them before they can access your account.

Access duration

The support access duration is set to auto-expire after 24 hours by default. Admins have the option to extend access for up to 90 days.

Access token

Access tokens are unique to each admin user account and must be provided to Verkada Support before they can access your account.

Note: The access token grants the same permissions as the account that generated it. Verkada Support will have access to the same devices and settings that the active user has. If Enable Video and Image Access is toggled on, Verkada Support is able to see video and image data.

Video and image access

Verkada Support does not have access to footage, thumbnails, archives, or audio by default. This means that Verkada Support can’t view images, video, or audio, unless you explicitly grant permission.

Limit access to sites

Org Admins can select the sites they want to grant Verkada Support access to for enhanced privacy.

1

From the Enable Support Access page, toggle on Limit Access to Sites.

2

Select the site(s) you want Verkada Support to be able to access.

3

Click Done when finished.

Note: Verkada Support will not be able to access any sites within the organization if this setting is toggled on and no sites are selected.

Revoke support access

Verkada Support will immediately lose access to your account when the access token duration expires. You can end access at any time by revoking the access token.

1

In Verkada Command, go to All Products > Admin .

2

In the left navigation, click Support .

3

Select Enable Support Access.

4

Toggle off Enable Support Access.

5

Click Revoke to confirm.

Enable support access from the Command app

1

Open the Verkada Command app.

2

In the top left, click .

3

In the bottom left, click Help > Support Token.

4

On Support Access click Enable.

5

Configure these settings as needed:

a. Access Duration b. Access Token c. Enable Video and Image Access d. Limit Access to Sites

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Prefer to see it in action? Check out the video tutorial.

Need more help? Contact Verkada Support.