CARTO Support Access

Admins can authorize the CARTO Support team to access their organization to help troubleshoot issues or facilitate onboarding. This access is most commonly used when the CARTO Support team struggles to replicate a technical issue or when a complex problem has been escalated and needs further investigation.

How to enable Support Access

1. As an Admin, go to the Settings.

2. Locate the Enabling Support access section in the General settings. Click on Enable access.

3. Select a duration for the support account and tick the box to confirm that you want to authorize access.

4. Click on the Enable access button.

All support users have an expiration date. Admins can set their duration when they first enable access, choosing between 1 day, 7 days, 30 days, 90 days, or 180 days.

Enabling CARTO Support Access will create a new Admin-level user in your organization, which authorized members of our support team will use to access your organization.

Once enabled, all Admins within the organization will have full visibility on who enabled Support Access and when, as well as the date when it is due to expire.

Once the expiration date has passed, the support user will be permanently deleted, and CARTO will no longer have access to your organization. If the support user created any Maps or Workflows, these will be transferred to the Admin user who enabled Support Access.

Enabling Support Access

Revoking Support access

Admins can revoke Support access at any time by clicking on the Revoke access button.

1. In the Enabling Support access section of the General settings, click on Revoke access.

2. A new modal will appear. Select a user that will inherit any asset created by the support account.

3. Click on Revoke access.

Once this is done, the support user will be permanently deleted and CARTO will no longer have access to your organization. Any assets created by the support user will be transfered to the selected user.