Courier company · Account and support

Courino support access

How and under which rules the Courino support team opens your panel — read-only sessions, a reason and two-factor verification for write access, at most 60 minutes, an e-mail to the company owner and the Settings › Security and activity › Support access list.

While investigating an issue, the Courino support team may need to see your panel the way you see it. We never ask for your password for this: the support team opens a support session from the platform console with its own two-factor protected account. This article explains the rules of these sessions and how you can follow them.

What a support session is

A support session opens your panel in a separate browser tab with a short-lived special session. While it is open, a fixed red banner is shown at the top of the screen: "Courino support session (read-only) — name of the agent". The agent can end the session at any time with "End session"; when the time is up the session closes by itself and cannot be renewed.

Default: read-only

• Sessions are read-only by default: the agent can see your orders, couriers and settings but cannot change, add or delete any record.
• For support work that needs a change (for example fixing a wrong setting) a write-enabled session can be opened. The agent must write a reason and enter their own two-factor verification code again.
• No session lasts longer than 60 minutes.

What can never be done in a support session

• The passwords and keys of your SMS, e-mail, payment and e-invoice providers are not visible (they stay masked as always) and cannot be changed.
• Passwords cannot be changed or reset and Google accounts cannot be linked.
• Payments cannot be started and refunds cannot be made; the subscription fee cannot be paid, old saved cards cannot be deleted and card settings cannot be changed.
• Agreements cannot be accepted on your behalf, your account cannot be deleted and API keys cannot be created.

Albiferro support session (as one of your users)

To see an issue on your own screen, the Albiferro support team can also open your panel as one of your users. Passwords are still never read, reset or shown: a single-use link valid for 60 seconds is created.

• A fixed red bar is shown at the top: "Albiferro support session — operator · signed in as the user's name". Sign out ends the session.
• The session lasts at most 30 minutes and cannot be renewed; the user's own sessions stay signed in and their last sign-in time does not change.
• Password, phone, e-mail, sign-in methods and API keys cannot be changed; the account cannot be deleted, no card can be added and no payment can be made.
• These sessions also appear in the Support access list and every request in them is recorded; no separate e-mail goes to the company owner.
• If an expired or used link is opened, the sign-in page opens with "The link has expired".

You are informed

• Every time a support session is opened, the company owner receives an e-mail titled "Courino support viewed your account".
• All sessions are listed under Settings › Security and activity › Support access: the agent's name, the session mode (read-only / write-enabled), the role the panel was opened with, the reason, start and end times and the number of requests made in the session. The company owner and managers can see this list.
• Every request inside the session (which page, which operation, its result) is recorded and audited on the Courino side.

Step by step: viewing support access

1. In the side menu click Administration › Settings.
2. Open the Security and activity tab.
3. In the Support access list, see each session's agent, mode, reason and duration.
4. To see the changes made, open Administration › Change log.

If something looks wrong

If you see a support access you did not expect or want to question a change made in a session, write to our support address; we will share the record of the session with you. You can also follow changes on the Administration › Change log page (Change log).

Having trouble?

• I cannot see the Support access list: The list is only available to the company owner and managers.
• No e-mail arrived: The e-mail goes to the company owner's address; check the spam folder.
• Someone asked for my password: The Courino support team never asks for your password; do not answer and let us know.