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Account, helpers and your data

Support visits: when our team looks at your shop

When Lotmaster support views your shop to help with a question, what they can see, why they can't change anything, and where to see each visit.

Written By Justin

Last updated About 1 hour ago

Sometimes the quickest way for us to answer a question is to look at your shop the way you see it. We call this a support visit. A visit is read only, lasts an hour at most, and every one is listed in your settings with who it was and why.

Only the shop's owner sees the list of support visits. Helpers don't.

What a visit is

A member of the Lotmaster support team opens your shop as its owner sees it: the same pages, lists and settings. They do this with their own staff account, and they have to give a reason before the visit starts.

What they can and can't do

  • They can look. Every page you can see, so they can follow what you're describing.
  • They can't change anything. A visit is read only. Lotmaster refuses any change during a visit, whether it's saving an item, moving something, sending a message or changing a setting.
  • They can't connect or download anything. Signing in to eBay or Stripe, downloading your data and importing are all blocked during a visit.
  • They can't chat as you. Live chat is turned off while they're looking.

How long it lasts

A visit ends by itself after an hour, or sooner when the support team member leaves it.

See every visit

  1. Go to Settings → Usage and your data. On a phone, Settings is on the More tab. On a computer, it's in the sidebar.
  2. Scroll to Support visits.

Each visit shows:

  • who from support looked at your shop;
  • when it started and how long it lasted (or Still open if it's going on now);
  • the reason they gave.

If nobody from support has looked, it says Support hasn’t viewed your shop. Visits stay on this list. We can't remove them.

If you have questions about a visit

Ask us in live chat, from Help & chat at the bottom of the sidebar on a computer, or on the More tab on a phone. Tell us the date and time from the list so we can look it up.

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