If you need help with troubleshooting, Verkada Support may request to access your Verkada Command account.
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.
In Verkada Command, go to All Products > Admin.
Select the Support tab.
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.
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
Open the Verkada Command app.
At the bottom right, click the right (>) arrow.
On Customer Support, click Enable.
Scroll down to see the access token.
Visit the Verkada Training Center for bite-sized video tutorials on how to accomplish role-based tasks in Command.
Need more help? Contact Verkada Support