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GuidesGuidesLet Falix staff into your server to help debug a problem — time-boxed, owner-only, logged, and revocable the moment you're done.
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 |
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:
On the Console page, find the Staff Access control:
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.
You're never locked in. The moment the problem's solved:
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.
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.