When you're stuck and support needs to look at your actual server, guessing over a ticket is slow. Staff Access is the shortcut: it grants Falix support a temporary, time-boxed key to your server so they can see the problem directly and fix it faster. You stay in control — it's owner-only, it expires on its own, and you can pull it back any time. The control lives on the Console page, in the support panel.
| At a glance | |
|---|---|
| You need | To be the server's owner |
| Plan | All plans |
| Time | One click to grant, one to revoke |
What granting access does
Turning on Staff Access lets a Falix support staff member work on your server the way you would — read the console, open your files, and check the settings — so they can diagnose and resolve the issue you came for. Two things make it safe:
- It's temporary. You pick how long, and it switches itself off when the time's up.
- It's attributable. Staff connect with their own accounts, so every action is tied to a real person and shows up in your server's history — not an anonymous back door.
Grant it
On the Console page, find the Staff Access control:
- Pick a duration — 3, 6, 12, or 24 hours.
- Press Grant Access.
That's it. The panel shows an active state with a live countdown of the time remaining. Only the server owner can do this — sub-users can't grant access on your behalf.
🎯 Good to know: Pick the shortest window that covers the job. Six hours is plenty for most tickets; you can always grant again. Shorter is safer, and there's no downside to re-granting.
Revoke it — or let it expire
You're never locked in. The moment the problem's solved:
- Press Revoke Access to end it immediately, or
- Do nothing and it expires automatically when the countdown hits zero.
Either way, staff can no longer reach the server. Both granting and revoking are written to your Activity log, so there's always a record of when access was open and who ended it.
Open a ticket, and access follows
Here's a related behaviour worth knowing: while you have an open support ticket, staff can access the server tied to it without a separate grant — that's how they investigate what you reported. When the ticket is resolved and closed, that access ends. So a normal support flow — open a ticket, describe the problem — already lets staff help; the manual Staff Access grant is for when you want to open access ahead of (or independent of) a ticket, or extend it for a longer session.
💡 Tip: Before you grant access or file a ticket, take a backup and gather the basics support will ask for — see getting help the right way. It makes the whole thing faster.
Good habits
- Grant only when asked, and for the length of the task.
- Revoke when it's done rather than waiting for the timer, if you like a clean slate.
- Check your Activity log afterwards if you want to see exactly what changed while access was open.
Troubleshooting
- I don't see the Staff Access control — it's owner-only and lives on the Console page; sub-users won't see it.
- Support says they still can't get in — the grant may have expired (check the countdown) or been revoked; grant a fresh window.
- I want to end it now — press Revoke Access; it takes effect immediately.