Documentation

Privacy and Security policy when providing credentials for the We are AG support team

If you ever encounter an issue and need assistance from our friendly We are AG support team, we might ask for access to your site or back-office account to better understand and troubleshoot the problem. Here’s how you can provide access securely and what to expect from our support team:

Step 1: Providing Confidential Information Securely

To securely share any confidential information like site access credentials, we recommend using a service like OneTimeSecret. This service allows you to set a password for the information you’ll share so that only we can access it. You can also set an expiration or lifetime for the message, ensuring additional security.

Step 2: Creating Temporary Login Credentials for Your WordPress Website

Instead of sharing your personal admin login credentials, create a separate user account with administrative rights for our support team. Once we’re done with our tests, you can remove the temporary user account. Check out our article on how to create and delete a user account in WordPress for guidance.

Step 3: Providing Access to Live or Staging Site

Depending on the issue, we may need access to your live site or a staging site. We highly recommend providing access to a staging site to prevent any disruptions to your live site during the debugging process. If you don’t have a staging site, consider installing a maintenance plugin like Maintenance by WebFactory Ltd to keep your site visitors from seeing any changes during troubleshooting.

Step 4: What to Expect from Our Support Team

Once we have access to your site or back-office account, our support team will:

1. Check your site or back-office settings for any potential issues.
2. Request your permission before making any changes.
3. Recommend backing up your files and database using a plugin like Updraft Plus.
4. Temporarily deactivate plugins or themes, if necessary, to identify the cause of the issue.
5. Restore your site to its previous state after debugging.

Please note that our support team’s primary goal is to investigate, debug, and troubleshoot the issue you’re facing. If you have any questions or concerns, feel free to reach out to our support team at any time. We’re here to help!