How to Grant Access to DoubleTick Support
Sometimes, the fastest way to resolve an issue is to let the DoubleTick Support team take a direct look at your account. With the Grant Access to Support feature, you can do exactly that — safely, temporarily, and completely on your terms.
What Is This Feature?
This feature lets you give the DoubleTick Support team temporary access to your account so they can investigate issues, verify configurations, or walk through a problem with you — without you needing to share login credentials.
You decide how long the access lasts. It ends automatically. You can revoke it any time.
Who Can Use This?
Any team member logged into your DoubleTick account can grant support access. You don't need to be an Admin.
How to Grant Access
Step 1: Log into your DoubleTick account.
Step 2: Click the Support button in the top-right corner of the screen.
Step 3: At the top of the Support menu, you'll see Support Access with a toggle next to it.
Step 4: Toggle it ON. You'll see the label: "Allow DoubleTick to access your account."
Step 5: A dropdown will appear below the toggle. Select how long you'd like to grant access:
3 Days
7 Days
14 Days
Step 6: That's it! The DoubleTick Support team now has temporary access to your account for the duration you selected.
How to Revoke Access
You can revoke access at any time — even before the selected duration ends.
Go back to the Support button → Support Access → toggle it OFF. Access is removed immediately.
Will I Know What Support Does in My Account?
Yes. Every action taken by the DoubleTick Support team while they have access to your account is recorded in your Activity Logs. You'll always have full visibility into what was done and when.
Key Things to Remember
Access expires automatically after 3, 7, or 14 days — whichever you selected
You can revoke access manually at any time
No admin approval is required — any team member can enable this
All support activity during the access period appears in your Activity Logs
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