How do I start/end a support session with a ParentMail admin user?
How do I start a support session with a ParentMail admin user?
ParentMail admin users may need to start a support session in order to access your account when assisting with queries and providing account support.
To start the session, you will be provided with a support session code by the ParentMail admin user. After you have been given this code, please go to ParentMail > at the bottom of the left-hand navigation menu and click the padlock icon:
Enter the code provided by the ParentMail Admin within the field below ‘Enter code below’ and then click ‘Start Session’:
Please note: the codes provided are case sensitive.
You will then receive a success message:
Next, you will see the session owner and the name of the admin user who will be supporting you during the session:
Click 'Close' to exit this window.
How do I end a support session with a ParentMail admin user?
You can either end a support session manually, once the query has been dealt with, or the session will automatically be disconnected after 30 days.
When you have started the session, the system will display when the session will expire:
If you want to end the session after the query has been dealt with, click ‘End Session’.
You will then receive a success message:
And then you will see when the session ended:
Alternatively, the ParentMail admin user will be able to end the session from their side.