Support Access
When Mercayo Helps Inside Your Admin, It Is on the Record
Sometimes the fastest way to fix a problem is for Mercayo's support team to look at your admin. Each such visit is a session with a reason and an end time, never your password, and by default you see it and can end it.
- In every plan
- Free for 14 days
Kosha is a demo store on Mercayo. Its products, orders and customers are sample data.
In short
What It Does
Mercayo's support team does not sign in with your password, and never joins your team. To work in your admin, a member of Mercayo's team opens a support session from Mercayo's own console:
- It starts from a single-use link that works for 10 minutes and opens on Mercayo's separate support address, so it never mixes with anyone's normal sign-in.
- The session lasts 8 hours at most from when the link is opened, and then ends on its own. A new visit needs a new link.
- It has a reason (asked for by default) and an access level: Full access, to fix something, or View only, to look.
- Mercayo's server checks the session on every single request, so a session that has ended stops at the next click.
Mercayo's support team can open a session without asking you first, so that help is not held up when you are busy or a problem is urgent. What you see of it is set by Mercayo, and all of it is on by default.
What You See, by Default
- A fixed bar across the top of your admin while support is in: "Mercayo support · your store · Full access (or View only) · ends at" the time, with END SESSION. On a phone it takes two lines, so the access and the end time always show.
- An email to the store owner when a session starts (the "Support Signed In" message, never charged).
- Changes made in the session marked Mercayo support with the person's name, in your activity log.
- Settings → Support Access (the Mercayo Support Access page) lists every session: who, why, the access, when it was opened and when it ends or ended (and whether your team or Mercayo ended it), how many changes were made and what they were, and END SESSION for an active one.
What a Support Session Cannot Do
A View only session can only look: every change is refused by Mercayo's server and again by the database. A Full access session can work like an admin, with six exceptions that stay off unless Mercayo's owner allows them for that one session:
| Off in a Support Session | Why |
|---|---|
| Changing the plan and billing, handing the store over, closing the store | The owner's own powers |
| Payment settings and Razorpay keys | Where your money goes stays with your own team |
| Inviting people and managing roles | Support can never make itself, or anyone, permanent staff |
| Exporting customer data | No bulk copy of your customers leaves through support |
Mercayo keeps its own record of every support session, always: who opened it, for which store, why, with what access and options, and when it opened and ended.
For your store
Why It Matters
Good support sometimes needs to see what you see. Doing it through your password is unsafe; doing it invisibly is unfair. A session with a reason, a time limit and a record you can read is how Mercayo helps without asking you to share credentials.
Many store owners run the business from a phone between suppliers, courier pickups and customers' calls. When a checkout setting is wrong in the middle of a sale, the fastest fix is often for someone who knows Mercayo to look and put it right, while you carry on. A support session makes that possible without you handing over your password on a WhatsApp chat, a habit that leaves accounts open long after the help is over.
You never have to share your password with anyone, Mercayo included. Help arrives as a separate, time-limited session that ends on its own, and the changes it made stay in your records with a name against them.
Step by step
How It Works
Ask for Help
Open Help in your admin. It shows Mercayo's support email and WhatsApp (WRITE TO US, OPEN WHATSAPP) and reminds you to include your store's address. If the team needs to look inside your admin to fix something, the Let Us Look at Your Store card explains how, and you can ask for it when you write.
A Session Opens
A Mercayo team member opens a session from Mercayo's console, with a reason and Full access or View only. Only Mercayo team members signed in with two-step sign-in can make the link, and only Mercayo's owner and support roles can open Full access. The link opens a new tab on the support address and works once.
You Are Told
By default, the store owner gets an email the moment the session starts, and anyone in your admin sees the support bar with the access and the end time. Nothing is needed from you for the session to work; you can simply carry on.
Follow What Changes
Each change made in the session is in your activity log, marked Mercayo support with the person's name. The session's own row in Settings → Support Access counts the changes and lists them with their times.
End It When You Like
END SESSION in the support bar, or END SESSION on the session in Settings → Support Access, stops it at once: Mercayo's support team loses access on its next click. Ending a session from Settings needs the store's owner or an admin.
Look Back Later
Ended sessions stay on the list with who, why, the access, when they opened and ended, who ended them and what was changed. Anyone whose role can see the activity log can read it, so your accountant or manager can check a support visit too.
Settings
Settings You Control
All are under Mercayo.
Mercayo
Mercayo's Controls
What a store sees of support sessions (the email, the bar, the history, naming support on changes) is set by Mercayo and on by default. Mercayo can change it for a store, and only Mercayo's owner can change it for a single session; a store cannot change these settings. Mercayo's own record of each session is always kept and seen only by Mercayo's owner. Who on Mercayo's team may open sessions depends on their role: the owner and support may open Full access or View only, finance only View only. Every session is in Mercayo's audit log, and Mercayo's console can end any session at once.
Limits today
Good to Know Before You Start
- Mercayo's support team can open a session without asking you first; you see it by default and can end it.
- The store's view of sessions (email, bar, history, names on changes) is a Mercayo setting, on by default; a store cannot turn it on or off itself.
- A support session lasts 8 hours at most; a new one needs a new link.
- Only the store's owner or an admin can end a session from Settings; nobody in your store can change what support sessions show you.
Questions
About Support Access
Does Mercayo know my password?
No. Support never uses your password and never needs it. A support session is separate from every sign-in, opened from Mercayo's console through a single-use link, and it ends by itself within 8 hours.
Can I stop a session?
Yes. END SESSION in the support bar, or on the session in Settings → Support Access, stops it at once; the support team loses access on its next click. Ending it from Settings needs the owner or an admin.
Will I know what support changed?
By default, every change in a session is in your activity log, marked Mercayo support with the person's name, and the session's row on Settings → Support Access counts and lists its changes.
Can support see my payment keys?
No screen ever shows saved keys, for anyone. Payment settings, including Razorpay keys, are off in support sessions unless Mercayo's owner allows owner powers for that one session.
Does Mercayo ask me before opening a session?
Not necessarily. Mercayo's support team can open a session without asking first, so help is not held up. By default you get an email when it starts, see the bar while it runs and can end it at any time.
Can support add itself to my team or export my customers?
No. Inviting people, managing roles and exporting customer data are withheld from every support session, along with the owner's own powers, unless Mercayo's owner allows them for one session.
Who on my team can see support sessions?
Anyone whose role includes See the activity log can open Settings → Support Access and read the sessions. Only the store's owner or an admin can end one there.
Related
Related Features
- Activity LogEvery change your team makes to products, orders, prices, settings and more is written down by the database, in plain sentences, with filters and a CSV export.
- Store IsolationEvery store's orders, shoppers and products are walled off by the database itself, and tests prove one store can never reach another's.
- Encrypted KeysRazorpay keys, courier sign-ins and ad tokens are encrypted with a key kept outside the database, bound to your store, and never shown again.
- Staff and RolesInvite people by email or phone, give them roles with exactly the rights they need, switch access off at once, and hand over ownership safely.
- Two-Step Sign-InYour team signs in with a password and a code from an authenticator app, with recovery codes, and you choose who must use it.
More in Security and Trust: Store Isolation · Staff and Roles · Two-Step Sign-In · Activity Log · Encrypted Keys · Privacy and Consent
Try It on Your Own Store
Every feature is in every plan, free for 14 days.