Support Access: Give Insycle Support Temporary Access to an Account

You must have the Owner or Admin role in Insycle to enable Support Access. To check your role, go to Settings > Users and review the Role column.

To enable Support Access:

1. Go to Settings > Accounts.

2. In the Actions column, click the grey life ring icon for the account. 

   The image above shows the Settings > Accounts page listing one HubSpot account with the Trial plan. The Actions column displays a lightning bolt icon, a grey life ring icon, and a trash can icon. A tooltip reading “Enable Support Access” appears below the row.

3. In the Support Access popup, select the Support access end date.

4. Click Enable Support Access.

   The image above shows the Support Access popup with the status “Support access is not enabled.” The Support access end date field shows 10/29/2026. The buttons are Cancel and Enable Support Access.

When Support Access is enabled, a confirmation message appears, and the life ring icon turns green. Pointing at the green life ring icon shows the end date.

The image above shows the Accounts page under Settings, listing one HubSpot account with the Trial plan and the account name bigblank.com. The columns shown are App, Plan, Account Name, Actions, Account ID, and User ID. In the Actions column, the lightning bolt, a green life ring, and the trash can icons appear. A tooltip reads “Support access enabled until Oct 20, 2026. Click to change or remove it.”

You can change the end date or remove Support Access at any time. You must have the Owner or Admin role.

1. Go to Settings > Accounts.
2. Click the green life ring icon next to the account. 
3. In the Support Access popup, do one of the following:
   • To change the end date, select a new Support access end date, and then click Update End Date.
   • To end access now, click Remove Support Access.
   • To close the popup without changes, click Cancel.

The image above shows the Support Access popup with the status “Support access is enabled until Oct 22, 2026.” The Support access end date field shows 10/22/2026. The buttons are Remove Support Access, Cancel, and Update End Date.

Support Access gives you hands-on help from Insycle’s product experts, whether you are exploring Insycle, getting started, or expanding how you use it. With access enabled, the Insycle Support team can help you in four ways:

1. Reach your first results faster. During your trial or onboarding, we help configure and test your first use cases so you spend less time figuring things out and see value sooner.
2. Get an expert second look at your setup. We review your matching rules, merge logic, and other configurations to help catch edge cases and potential problems before you run them.
3. Identify what to tackle next, and get templates built. We review your data challenges, recommend priorities, and build templates tailored to your goals, refining them with your feedback.
4. Track progress and demonstrate value. We help set up monitoring and dashboards so you can see improvements in data quality, spot issues that need attention, and share results with stakeholders.

For example, if a Merge Duplicates template is not finding the matches you expect, you can enable Support Access so Insycle Support can review your matching rules, preview the results, and build a corrected template. You review the preview and decide what to apply to your CRM.

While Support Access is enabled for an account, Insycle Support can:

• View the records and fields in that account.
• Open existing templates and review how they are set up.
• Build and save new templates.
• Run templates in Preview mode and review the results.
• Share preview results with you.

Insycle Support cannot:

• Run a template in Update mode.
• Schedule a template or add it to an automation.
• Change users, billing, or connected accounts.
• Make changes to your CRM data.

You make every change to your CRM data yourself. If you ask Insycle Support to run something in Update mode for you, the team will explain that Support Access does not allow it and can walk you through running it yourself.

Insycle Support asks for access only when it is needed to do the work you requested. Typical reasons include:

• Diagnosing an issue that cannot be resolved from your description, screenshots, or a template link.
• Building or fixing templates for you, usually during onboarding.

Insycle Support does not ask for access for other reasons, such as checking usage or preparing for a sales call. If a help article, a screenshot, or a short screen share can answer your question, Insycle Support uses that instead.

Choose the shortest period that covers the work. As a guide, Insycle Support typically suggests about 7 days for a support issue and up to 30 days for onboarding. Only you can set or extend the end date. If Insycle Support needs more time, the team will explain why and ask you to choose a later date.

• Insycle Support stays within your request. The team opens only the records and templates the request needs and runs only the previews it needs.
• Your data stays in Insycle. Insycle Support does not download, export, or copy your data, and does not reuse it for demos, testing, or training.
• Templates are labeled and easy to find. Insycle Support starts the name of every template it builds with “[Insycle Support]”. You can find these templates in Operations > Templates, and can be used to look up a given run of a template in the Activity Tracker.
• Your login details stay private. Insycle Support never asks for your password or other login details, for Insycle or for your CRM. Support Access replaces any need for them.
• Session notes describe the work, not your records. See the documentation section below.

Insycle Support stops using your account as soon as the work is complete, even if your end date is later. You can remove access then, or let it expire on the date you chose.

Every piece of work ends with a handoff to you. Insycle Support sends you:

1. A summary of what the team found or built.
2. The name of each template it created or copied.
3. What the preview showed, including anything that looked wrong or needs your decision.
4. Your next steps: review the preview, run the template in Update mode yourself, and set up any schedule.

You review the preview results and decide what to run, and you make every change to your CRM data yourself.

Insycle documents every Support Access session under its SOC 2 Type 2 controls. Each session has a recorded reason, such as a support request or onboarding, along with your own grant of access. Each session also has a recorded start and end, is tied to an individual Insycle Support team member, and includes a note describing the work performed. These notes describe what was done, such as template names, record counts, and findings, and never contain the contents of your records.

A SOC 2 Type 2 report assesses the effectiveness of controls over a specified period of time. To review Insycle’s report, visit the Trust Center.

Users in your Insycle account with the Owner or Admin role can enable Support Access. Learn more about roles in Manage Users, Roles, and Permissions.

Yes. Support Access is available for trial accounts and can help you achieve meaningful results faster.

No. Support Access does not allow Insycle Support to run templates in Update mode. Insycle Support can build a template and preview the results, then you review the preview and run the template yourself.

No. Insycle Support never asks for your password or other login details. Support Access replaces any need for them.

No. Only you can set or extend the end date. If Insycle Support needs more time, the team asks you to choose a later date.

Support Access ends automatically at the end of the date you chose. Insycle Support can no longer view that account unless you re-enable Support Access.

You can see the templates Insycle Support built in Operations > Templates, where each name starts with “[Insycle Support]”. Template names also appear in the Activity Tracker. Learn more in Templates and Activity Tracker: Audit Trail and History.