A grant you give.
You create it for a purpose you state, and you can revoke it at any time.
Help · Getting started
Get help from our team
How to reach us, what to send, and how our support team can see your site.
Steps
- Email support@amadalis.ai. We aim to reply within one business day; at busy times it can take an extra day. Testers come first: we always give them priority so that they are unblocked.
- Or, from inside your site's admin, open "Account & billing", then the "Support" tab, and choose "Report a problem". It opens an email to us with your site's name already in it.
- Tell us four things: your site's address, what you were doing, what you saw (the exact words, or a screenshot), and when it happened.
- If it would help us to look, give our support team read-only access. In your account at account.amadalis.ai, open "Security" and find "Support access". If you see "Site this grant covers", choose the site we should look at; it offers the active and suspended sites of this account that you are an owner or Admin of. Say what we are helping with under "Reason (what support is helping with)", and choose "Grant 4-hour read-only access". You can revoke it at any time.
How our support team can reach your site
Your Security tab states it in full: support can reach your site in four ways, and each one leaves a record you can read in your Security log, under the "Activity" tab. Entries into every site of your account appear there while you are an owner or Admin of an active or suspended site in the account; otherwise only entries into the site your account opens with appear. A fully erased site’s entries no longer appear.
Read-only support reads.
While a grant is active, support can open your site to look at it, never to change it.
Break-glass access in an incident.
Without a grant, support must state a reason and gets read-only access. It appears in your list marked BREAK-GLASS.
An explicit admin override.
Our platform Admin staff can enter with Admin rights only after confirming and giving a reason, and that reason is kept beside the record.
Good to know
- "Security" and "Activity" show to the account's owner and Admins.
- The Security log reads in plain sentences, and "Download CSV" exports its newest 10,000 rows. The export is itself recorded.
- We never ask for a DNS password or a DNS token.
- No copilot tool takes a secret. Payment keys, WordPress passwords and plugin secrets are entered on their own screens, in your browser.
In a sentence
Ask the copilot to grant support access, and it shows you an approval card before anything changes.
Still stuck?
Email support@amadalis.ai. We aim to reply within one business day; at busy times it can take an extra day. Testers come first: we always give them priority so that they are unblocked.