WordPress Admin access will occasionally be requested so our Support Technicians can efficiently investigate your support concern for JetBackup for WordPress.
Below, you'll find a step-by-step guide to granting our Support Team temporary access to your WordPress site.
This article applies to:
- JetBackup WP Solo, Admin, Pro, Free
- Backup-Guard (Legacy - 1.0.0 - 1.7.x)
Step 1 - How to grant temporary WordPress Admin Access
- Using JetBackup WP (Recommended)
- Go to your WordPress Dashboard
- Go to JetBackup
- Click the "Support" link to open the Support Modal
- Under "Grant Temporary Access", click "Create Temporary user" to generate a new WP Admin user and password.
- You're done! A temporary support user will be created with a secure password. Copy these details to add to your ticket in Step 3.
- Creating a User Manually (Optional)
You may safely skip this section if you created a temporary user via JetBackup WP. If you prefer to manually create the support user, please see the steps below.
• Go to your WP Dashboard
• Find the "Users" section and press "Add new."
• Fill in the required fields and then add the user. Under the email address, feel free to fill in support@jetapps.com if preferred.
Here is a screenshot of adding the user with Admin Role Permissions:
• You may also consider temporarily installing a Temporary Login Without Password plugin on your WordPress site, allowing you to generate temporary access to your WordPress admin dashboard.
Step 2 - Getting your FTP credentials
• Please check the following article to get your FTP credentials. The guide below includes instructions on creating an FTP user for many popular hosting providers and control panels.
https://billing.jetapps.com/knowledgebase/147/FTP-for-WordPress-A-Step-by-Step-Guide.html
• You may also consider temporarily installing a File Manager plugin on your WordPress site, allowing us to access our plugin files and logs.
(Optional) Providing Database Access:
If requested by our Support Team, please consider allowing Database Access details to your ticket. Otherwise, you may skip this section.
• If your hosting provider allows you to access your databases via their Hosting Panel (cPanel, Plesk, DirectAdmin, etc..), please consider providing us with your Panel credentials.
• You may also consider temporarily installing a Database plugin on your WordPress site, allowing us to access our plugin's database entries.
Step 3 - Add your WordPress/FTP/Database access details to our Secure Form
Once configured, please kindly share your WordPress admin login URL, the temporary admin user credentials, and any additional access you can provide here with us using the steps below:
- To add your server credentials, navigate to your ticket via our client area: https://billing.jetapps.com/supporttickets.php
- Locate the "Remote Login Details" widget on the left sidebar.
- Select Add/Remove Credentials to show the "JetBackup for WordPress?" button
- You should see a form to specify the Domain, User, and Password for your Temporary WordPress admin access.
- If needed, Add your FTP and Hosting Panel Credentials in the "Notes" field
- Click "Save Changes" at the bottom.
- Your credentials will now be added to our secure form for our Support and Development Team to access. These details are automatically deleted from our systems once the ticket is Closed.
Once the issue is resolved, your credentials will be removed from our systems — please don't forget to revoke all access on your end as well!
