FAQ

Do I need an account anywhere? No. Fixpass runs entirely on your site. Nothing is sent anywhere until you copy the details and send them yourself.

Who is "support"? Whoever helps you with your site: a developer, an agency, a plugin or theme vendor's support team. Fixpass doesn't connect to any particular company.

Do I have to use Spotlight? No. Choose Just give access and describe the problem in your message. Spotlight is recommended because support sees exactly what you mean, without back and forth.

Which link should I use, reusable or one-time? Reusable, in most cases: support often needs to log in more than once over a few days. Choose one-time if you want the strictest option; support then asks you for a new link each time.

I lost the details. Can I get them again? Yes: click Copy details again. A reusable link comes back the same. A one-time link is replaced, and the old one stops working.

Support needs more time. Click Extend +24h, or tick Let support extend access themselves when you give access, so they can add 1 or 24 hours up to a limit you choose. One access can last up to 30 days from when it was given. After that, end it and give access again.

Can I give access to two support teams at once? No: one support access at a time. Ending access deletes the account, so the next one starts clean.

The Spotlight button isn't in my toolbar. It shows for administrators while Spotlight is on (see the line under the two big buttons on the Fixpass page) and while no support access is open. It also needs the toolbar itself to be showing (Users → Profile → Show Toolbar when viewing site).

I clicked Spotlight and now I can't click links. That's on purpose: while Spotlight is on, your clicks pick spots. Press Esc or click Cancel.

Will my visitors notice anything? No. Spotlight and the support tools only show for administrators, and troubleshooting mode only affects support's browser.

Does Fixpass slow my site down? No. For visitors it does nothing. For administrators it loads a small script for Spotlight.

What happens when I deactivate Fixpass? Any open access ends and the support account is deleted. Your settings are kept until you uninstall.

What does uninstalling remove? Every support account, Fixpass's tables and settings, the troubleshooting must-use plugin and Fixpass's scheduled tasks.

"Delete Fixpass when access ends" didn't delete it. It runs about a minute after access ends, on the next visit to the site. On hosts that ask for FTP details to change files, Fixpass can deactivate itself but not delete its files; delete it from the Plugins screen.

Can I see what support did, and delete it? Yes: Access history on the Fixpass page lists it, showing who did each thing (you, support or Fixpass). You can download it (CSV), delete it, and choose to keep it for 30, 90 or 365 days. Deleting Fixpass itself deletes the history too.

Is it multisite-compatible? Fixpass works per site. Network-wide use hasn't been tested.