Enable Support Access

Learn how to give the Verkada Support team access to your account

Updated over a week ago

If you need help with troubleshooting, Verkada Support may request to access your Verkada Command account.

Verkada Support access includes your organization audit logs, and actions taken on a device are logged in the device's audit logs.

Enable access and permission

Organization Administrators (Org Admins) and Site Administrators (Site Admins) can allow Verkada Support to access their account by toggling on Enable Support Access.

  1. In Verkada Command, go to All Products > Admin.

  2. Select the Support tab.

  3. Toggle on Enable Support Access to see these options:

Once enabled, additional controls appear where you can perform these actions:

Set a time window for access

By default, the support access duration is limited to 6 hours and will auto-expire. Admins have the option to extend the access to up to 90 days.

Provide an access token

An admin can provide a unique access token to Verkada Support to enable access. This token is unique to this account and troubleshooting request. It requires a Verkada Support agent to take extra steps.

Note: The access token grants the same permissions as the account that generated it. In other words, 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.

Control video, audio, and image access

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

Revoke support access

You can revoke access at anytime by toggling off Enable Support Access. When you are prompted to confirm, click Revoke.

Enable support access from the Command app

  1. Open the Verkada Command app.

  2. At the bottom right, click the right (>) arrow.

  3. Select Help.

  4. On Customer Support, click Enable.

  5. Scroll down to see the access token.

Learn more

Need more help? Contact Verkada Support

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