You can grant temporary access to your PebblePad account to receive support for a technical issue and revoke at any time to maintain the privacy of your work.

What is temporary access?

Your PebblePad account is strictly private to you. No-one, including a Global Administrator, can access your profile without your expressed consent.

You should never share your account's username and password with anyone, by whatever means, even with a person who is legitimately assisting you.

Instead, PebblePad provides a way to generate an alternative username and password for your account to be used temporarily by someone supporting you.

Granting temporary access to your account should always be pre-arranged and only given to someone in your local support team or PebblePad support team.

Give temporary access

Use temporary access for help with a technical issue and never for assessment.

To set up:

1. From the burger menu, choose Help and Support >  Temporary access

On the temporary access page:

• Step 1 - If asked, include a ticket reference number here.

To share with an administrator:

• Step 2 – Select the To an administrator
• Step 3 – Choose [person's name] from the dropdown menu.

Or, to share with someone without PebblePad account:

• Step 2 – Select the To an email address option.
• Step 3 – Type the email address of the person.

• Step 4 - Choose how many days to give temporary access.  
  (Typically 5 days are required, unless you are told otherwise.)

• Click Allow to confirm.

Temporary access can only be provided to one person at a time.

During temporary access period

• A temporary username and password is sent to the person to access your account. Your main account details remain private and secure at all times.
  
  
• Ideally, you should avoid opening or editing any affected assets while the issue is investigated. If the problem is with your wider account, avoid logging in completely.
   
• Every time the temporary account is used to access your account you will receive a notification by email to inform you.

Remove temporary access

You can remove temporary access at any time and the person will no longer be able to log in to your account. 

To revoke:

1. From the burger menu, choose Help and Support >  Temporary access
2. The page will show the details of your current temporary access.
3. Click Remove 

If your issue is unresolved, removing access will prevent assistance from continuing.