When WagDay support opens your dashboard

To sort out a problem you've reported, a WagDay support person can sometimes open your dashboard as one of your staff users and see exactly what you see. That's called a support session, and this page explains what it can and can't do, and where it's recorded for you.

What the support person sees

While a support session is running, every dashboard page on the support person's screen shows a red bar above the header:

Support session — impersonated by <support person's email address>

The bar can't be scrolled away and follows them to every page, so the support person always knows their access is flagged and recorded — they can never claim they didn't realise.

Your own dashboard doesn't change. When you sign in normally you won't see this bar, whether or not a support session is running — so don't read its absence as proof nobody has accessed your account. Your record of support access is the Audit Log, below.

What support cannot do

Some actions are refused by WagDay's servers during a support session, rather than just hidden on the screen. Anyone trying them sees "Not permitted during a support session."

• Change your contact details.
• Add or remove a card on file, start a checkout, or open the billing portal.
• Change your payment provider, or connect or disconnect Stripe or Square payouts.
• Invite a team member, change someone's role, or remove a member.
• Edit your organisation details.
• Request account deletion or a data export.
• Connect or disconnect Xero or Mailchimp, or change your Xero account mappings.
• Edit or reset a message template.
• Regenerate your booking-widget embed key, or create an API key.

These refusals apply to what goes through WagDay's own servers. Everyday work is deliberately still allowed so support can actually help: that includes issuing refunds and vouchers (a refund goes back to your customer along the rail it was paid on, and a voucher is credit your business honours) and reading or downloading reports your staff can already see. If a change on the refused list is what you need, support will talk you through making it yourself.

Where it's recorded

When the support person opens your dashboard, a row is written into your own audit trail on the Audit Log page, under the entity type SupportSession and the action IMPERSONATION_STARTED. The row shows which of your staff users was impersonated, who the support person was, and when. Only Admins can open the Audit Log.

Two honest caveats about that record:

• It's written when the support person first loads a dashboard page, on a best-effort basis — it is your practical record of support access, not a guaranteed ledger of every request.
• There's no matching "session ended" row, so don't read the absence of one as the session still being open.

Your customer portal isn't included

Support sessions only apply to your staff dashboard. The pet-owner portal signs your customers in with their own email link, and support can't be given access to it this way.