Grant temporary account access to support

When to use this

When troubleshooting issues with your Hoopla account, you can grant temporary access to the support team. This feature is called Remote Assistance and is disabled by default. Enable it when requested by support or proactively when you need help with an issue that requires account-level access.

Steps

1. Log in to your Hoopla Dashboard.
2. Click your name in the top right corner of the screen, then select Account.
3. Locate Enable Remote Assistance and toggle the switch on.
4. Choose the access level:
   • Read Only — Support can view your Dashboard but cannot make changes. You will need to implement any fixes identified by support.
   • Full Access — Support has the same access level you have and can both identify and resolve issues.
5. Set the access duration:
   • Select 1 day, 1 week, 1 month, 1 year, or Indefinitely.
   • Access expires automatically after the selected period.
   • If you select Indefinitely, access remains active until you manually toggle it off.

Verify

Remote Assistance is active when the toggle remains in the on position. You can return to the Account section at any time to confirm the current access level and expiration date.

If it doesn’t work

• If you cannot locate the Remote Assistance toggle, confirm you are logged in with an admin account.
• To revoke access before the expiration date, return to the Account section and toggle Remote Assistance off.
• If you have security concerns about granting access, contact support to discuss alternative troubleshooting approaches.

Related articles

• Manage your account settings in Hoopla Update your name, email and password, and turn on two-step verification, offline device alerts and remote assistance from your Account page.

• Support will only access your account when this feature is explicitly enabled by an admin.