Live support: let our team into your workspace

Last updated October 1, 2026

Some problems are hard to explain in a message. Live support lets an Alkemy engineer open your workspace and see the problem for themselves.

You stay in control. You choose where they can work, what they can do, and for how long. You can close the door at any moment.

Turn it on

Any member of the workspace can turn it on.

Click Help at the bottom of the sidebar, then Contact support.
Next to Live support, click Turn on.
Fill the four fields, then click Enable access.

If you are not an admin, support works as you and sees only what you can see. Ask an admin to turn it on if support needs to reach more of the workspace.

What you choose

What do you need help with. A sentence in your own words. The engineer reads this first.

What support can do.

View only — support can look. Nothing in your workspace changes.
Can make changes — support can act in the areas you pick. Some actions use your credits.

Where support can work. Pick one area or several:

Key Accounts — accounts, signals, feed, briefs and prep packets
Luna chats — chat history, replies, and how Luna is set up
GridIQ — grids and projects, with their rows, columns and runs

For how long. 4 hours, 1 day, 1 week, or until you revoke it.

What support can never reach

Some things stay closed, whatever you pick:

Billing history, invoices, transactions and budgets
Members, invitations and roles
Access controls

Support can also never delete anything.

💡 Support can see your credit balance and current plan. They cannot see what you paid or how you paid it.

Whose work support sees

Support works as one member of your workspace, and sees exactly what that person sees. Nothing more.

When an admin turned live support on, the engineer picks the person who hit the problem. That member is usually not the admin. The engineer chooses them so the problem appears the same way it appeared for your colleague. Until the engineer picks a member, they can read but cannot change anything.

When a member who is not an admin turned it on, support works as that member and nobody else.

Credits

A support session uses the same credits as your own work. When an engineer runs research, a grid or a chat for you, it comes out of your balance.

If something fails or goes wrong, contact us. We record the exact cost of every action a support session takes, so we can return the precise number of credits.

What we record

Every change a support engineer makes is recorded: who they were, which member they worked as, the time, what they did, and whether it worked. For a grid we also keep the old value beside the new one.

So if a number in your grid changes and nobody on your team did it, we can tell you exactly what happened.

Common questions

Can Alkemy staff read my data whenever they want?

No. No employee can open your workspace until a member turns live support on. Without an open door there is no way in, and the door closes on the schedule you set.

What stays private from your employees?

Your billing history, invoices, transactions, budgets and payment details. Your member list, invitations and roles. Your access controls. These stay private whatever areas you open.

Is this remote access to my account?

It is closer to a guest pass than remote control. There is no screen sharing and no control of your computer. A support engineer opens your workspace in their own browser, inside the limits you set.

Something changed in my grid, my key account or my chat, and nobody on my team did it. Who changed it?

Tell us and we will check. We record every change a support engineer makes, with their name and the time. For a grid we keep the old value beside the new one, so we can tell you exactly what changed and who changed it.

A support session used my credits and the work failed. Can I get them back?

Yes. We record the exact cost of every action a support session takes. Tell us what failed and we return that number of credits.

How do I close the access early?

Open Help → Contact support, click Manage next to Live support, then click Revoke access. Support loses the workspace at once. Only the person who turned it on or an admin can revoke it. Access also ends on its own when the time you chose runs out.

How do I get help without opening my workspace?

Click Help in the sidebar and then Contact support. Live support is for problems we cannot solve from a message alone.