Skip Navigation

How do I enable support access for my Workspace?

Last updated on 13 Nov 2023
1 min read

This article explains why Sketch might need temporary access to your Workspace and documents by using the Support Access feature. We want you to feel confident and informed when enabling this feature, knowing that your privacy and ownership are always safeguard.

Why does Support Access exist?

Support Access is a feature designed to help our Support Team assist you more effectively when troubleshooting difficult issues. While our ethos as a brand is rooted in privacy and ownership, there are times when we need access to your Workspace to understand the issue better. This access allows us to view documents and their related information, which helps us investigate and resolve your problem more efficiently.

What happens when I enable Support Access?

By enabling Support Access, you’re giving us temporary permission to view your Workspace and documents as well the backlog information. However, it’s important to note that:

  • We cannot edit your documents in any way.
  • We cannot change any permissions or settings within your Workspace.
  • You remain in control—we do not override your designs or gain any ownership of your content.

Rest assured, Support Access is always disabled by default, and we can only access your documents after you grant us permission. After seven days, our access automatically expires, and we can no longer view your Workspace. If you’d like to revoke access before then, you can easily disable it.

Keep in mind that only Workspace Admins can enable support access. Non-Admin Members won’t see this option.

If you are looking to learn how to enable this feature, please check the document How to Enable Support Access.

How to enable support access in the web app

1280x720