When you lodge a support ticket with our Customer Success team, we will try to solve the problem based on your description, screenshots and data extracts.
Sometimes, however, we may request access to the file so we can run deeper diagnostics. To invite Customer Success to the file:
- in Castaway Cloud, go to Overview > Invited Users and click Manage
- in the Invited Users screen, click on Invite Support
- You will see that Customer Support will be added as an invited user to this list
Removing access after the issue is resolved
Once we have resolved the issue you have raised, please remove our access. To do so:
- in Castaway Cloud, go to Overview > Invited Users and click Manage
- in the Invited Users screen, find the name of the Castaway Support and click on the Delete icon
- click Ok on the Remove Invitation popup