If you encounter any issues with your site, the support team may need to request access to your site to troubleshoot the problem. Giving the support team access to your site is standard practice for efficient support. You don't have to share your own login details.

We recommend that you give the support team temporary admin access with a separate login. This keeps your own login details private while allowing the support team to diagnose and resolve any issues you may be experiencing. You never need to send us your WordPress password.

Create temporary admin user

Create the user with our support email address. WordPress then emails our team a secure link to set their own password, so no password goes into the support ticket.

1. In your WordPress dashboard, go to Users → Add User.
   

   

2. Fill out the form with the following information.
   

   

   • Username (1): formidableforms
   • Email (2): support@formidableforms.com
3. Leave the Password field (3) as it is. WordPress fills in a strong password for you. You don't need to copy it or share it.
4. Make sure the Send User Notification box (4) is checked. WordPress then emails a link to support@formidableforms.com, and our team uses it to set their own password.
5. In the Role dropdown (5), select Administrator.
6. Click the Add User button (6) to create the user.
   

   

WordPress shows the message "New user created." After that, reply to your support ticket to let us know the user is ready.

If WordPress says the username or email is already registered, our support user is still on your site from an earlier ticket. Don't add a new one. Go to Users → All Users. Hover over the user with the support@formidableforms.com email and click Send password reset. Our team then gets a new link by email.

Delete temporary admin user

After the issue has been resolved and you have received the necessary help, remove the temporary WordPress admin user.

1. In your WordPress dashboard, go to Users → All Users.
   

   

2. Search for the user you want to delete and hover over their username. This reveals more options, including Delete. Click Delete.
   

   

3. A confirmation page appears. WordPress usually asks what to do with the user's content. This is because WordPress saves an empty draft for each user who opens the Dashboard. Select Attribute all content to another user (1) and choose your own username in the dropdown (2). Then click the Confirm Deletion button (3).
   

   

Privately sharing site information

For WordPress access, create the temporary admin user above. If our team asks for other private details, such as FTP access, use a temporary link that only allows access for a limited time. Tools like SupportAlly help you share site information without putting it in the support ticket.

1. Enter the information you want to share in the Secret content goes here box.
   

   

2. Check the I’m not a robot checkbox.
3. Click the Create Secret Link button to generate a secret link with a maximum lifetime of 30 days.
4. Copy the secret link and paste it into the support ticket.