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 Invite User
  • enter their First Name and Last Name of the Castaway staff member who asked you to provide access. If you don't know, use Castaway as the first name and Support as the last name
  • enter the email as support@castawayforecasting.com
  • set user permissions as Active
  • click Send Invite

Controlling access

At all times, you have total control over Castaway's access to your file. You can change the user permission, or remove our access at any time.

 

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 invitee and click Delete
  • click Ok on the Remove Invitation popup