How 10Seat support works in your account (support sessions)

When you ask 10Seat for help, a support agent can open a support session: temporary, time-limited access to one of your locations. They can then look at the same screens you see and fix things for you, without you sharing your password.

Where to find it

There's nothing to set up on your side. Support sessions are started by 10Seat support. The agent works in the backoffice, and can also open the Host App for the same location.

What it does

• A support session covers one location of your company.
• It lasts at most 60 minutes. The link that starts it is single-use and expires after 5 minutes if not used.
• During the session, the agent's own screen shows an amber Support session banner with your company and location ("— viewing …"), a countdown ("expires in …") and an End session button. You don't see this banner on your screens.
• The agent can work in your settings, tables, reservations, payments settings and the Host App for that location, as needed to help you.
• Every change made during a support session is recorded, so 10Seat can review exactly what was changed and when.
• When the session ends or expires, the access stops.

How to set it up

1. Contact 10Seat support (chat bubble, or Settings › Help & support › Contact support) and describe what you need.
2. If the agent needs to look inside your account, they open a support session from 10Seat's side. You don't need to give them your password or create a user for them.
3. The agent tells you in the conversation what they found or changed.

Good to know

• Never share your password with anyone, including 10Seat. Support doesn't need it.
• A support session doesn't use one of your users and doesn't show up in Settings › Users.
• The agent can work even when your subscription is inactive, so they can help sort out billing problems.
• If you are moving from another reservation system, 10Seat may send you a separate link asking for a login to that old system, so your reservations and guests can be imported. That form warns you that a person at 10Seat will see the password. Create a separate user in your old system for this, and delete it once the migration is done. That is not a support session.

Troubleshooting

Something changed in my settings and nobody on my team did it If you recently asked 10Seat for help, ask in your support conversation whether the agent made the change. 10Seat can check its record of support-session changes. Otherwise, check with colleagues who have Admin rights.

Support says they can't see my location A support session covers one location. Tell the agent which location your question is about.

I'm asked to log in to my old reservation system on a 10Seat page This is the migration-access form, used only during a move to 10Seat. If you weren't expecting it, don't fill it in. Tell your 10Seat contact.