For support teams

When a site owner gives you access with Fixpass, they send you access details: a login link, when access ends, any spots they marked, and their site's health, plugins and themes.

Log in#

1. Open the Log in to the site link.
2. A confirmation page shows how long access lasts. Click Log in as support. (The extra click stops email security scanners from using the link up.)
3. You land on the Support session page.

A reusable link works until access ends. A one-time link works once; ask the site owner for a new one to log in again.

You're logged in as a temporary administrator. A notice on every screen, and the Support session item in the toolbar, show how long access lasts.

The Support session page#

Four tabs, visible only to you (the site's own administrators don't see them):

Session#

• Spots from the site owner: each spot with its note, page, screen size and browser, any JavaScript errors and failed requests, and Open and highlight, which opens the page with the spot drawn on it.
• This session: when access ends, and two ways to finish:
  • Leave session logs you out. Access stays open; with a reusable link you can come back.
  • End access ends access for good when you're done: your account is deleted and you're logged out. The site owner sees "Support revoked access".

Site details#

What might be causing problems (health flags), and everything about the site's setup: WordPress, PHP and database versions, server, plugins, theme, recent errors and changes, and the end of the debug log. Copy puts it all on your clipboard. Passwords, keys and email addresses are removed.

Debugging#

Read-only tools:

• debug.log: the last 100 to 1000 lines, with search. If WordPress isn't writing a log, it says how to switch it on.
• Errors: PHP and JavaScript errors Fixpass caught.
• Scheduled tasks: WordPress's cron events, with late ones flagged.
• Settings: the WordPress constants that matter for debugging.

The debugging tools only read; they never change wp-config.php. One caution if the site owner turns on WP_DEBUG_DISPLAY: PHP notices are then printed into admin pages and can disturb redirects such as the login. Prefer WP_DEBUG_LOG (written to debug.log, which you can read here) with display off.

Troubleshoot#

Troubleshooting mode: switch plugins off, or use a default theme, in your browser only.

Need more time?#

On the Session page, This session shows when your access ends. If the site owner allowed it when they gave access, Extend +1 hour and Extend +24 hours add time, up to the limit they set (shown under the buttons). The site owner gets an email each time, and your extension appears in their access history. If extending isn't allowed, or you've reached the limit, the page says so: ask the owner to extend access. You stay logged in when you extend.

What you can't do#

You're a full administrator, with two exceptions that protect the site owner:

• You can't create, edit, promote or delete users, so no account outlives your access.
• You can't install or delete themes: that could break the site for visitors. To test with a default theme, use troubleshooting mode: it only changes your browser.
• You can't deactivate or delete Fixpass.

Password login is switched off for your account; the link is the only way in.

When access ends#

When access ends (you end it, the owner ends it, it runs out, or the account is deleted), your account is deleted and any troubleshooting mode stops. Content you created is kept and given to the site owner.