In this article, you will find detailed instructions on how to grant and limit access to your account for the Personio support team.
Why Grant Access?
If you contact our support team to check or discuss a setting in your account, you must first grant access to your account to our support staff. Otherwise, they will not be able to access your account. The login takes place after approval via one of your administrator profiles.
Note This setting is necessary to comply with the requirements of the General Data Protection Regulation (GDPR).
How to Grant Access
Only Account Owners or Administrators can grant access to your Personio account. In the Settings, the corresponding menu item is also only visible for these employees.
Navigate to Settings > SUPPORT > Support > Impersonation access and click on Edit. Enable the slider Access granted to Personio customer service and click on Submit. This function is disabled by default.
Your account will be automatically unlocked for one week. Click on Edit to adjust this time period. You can select one of the following time frames from the dropdown list next to Period:
- 1 day
- 1 week
- 2 weeks
- 1 month
- 4 months
If you contact our Support team via email and a verification of the account is necessary, please grant an approval for at least 1 day and, in case of a request during the weekend, for 1 week.
To be able to support you as quickly as possible in the event of a request or a problem, we recommend that you grant access for 4 months at a time. In this case, you do not have to set up the release before each support request, if this is required.
After saving your settings, the end of the current access granting period is displayed according to the selection you made.
Access will actually be blocked at the specified end time and any existing login will be canceled.