How to Grant and Revoke xCloud Support Access
Updated November 4, 2026 · 6 min read
xCloud Support can only reach your team’s servers and sites after entering your Support Access Code, and only while that code is valid. Anyone on our support team can use the code until it expires after 24 hours. Each person who uses it gets a session of up to 8 hours. Use this guide to give a code, change it on a ticket, and cancel one you no longer want used.
How support access works
- Anyone on our support team can use the code until it expires after 24 hours. It keeps working after the first use, unless you cancel or replace it.
- Each person who uses it gets a session of up to 8 hours. More than one session can be open at the same time.
- A session started just before the code expires can still run for its full 8 hours. So access can last up to about 32 hours after the code was made.
- More time needs a new session. Once a session ends, the code can be entered again while it is still valid. After it expires, our team needs a new code.
- There are two ways to get a code. xCloud creates one when you open a ticket with more than 0 days of access, or you generate one yourself on the Access Code page.
- SSH and Magic Login are separate choices. Each code carries the choices set when it was created. Without them, the agent can reach your servers and sites but cannot use the terminal, SSH or Magic Login.
Prerequisites
- You can open Support in the xCloud dashboard.
- To generate a code by hand or edit a ticket’s access, you must be a team admin of the team that owns the servers and sites. Editing also needs the Support manage permission.
Give access when you create a ticket
This is the usual way. You do not need to copy anything.
Step 1: Open Create Ticket
Select Support in the left menu, then Create Ticket. Fill in the ticket as usual.
Step 2: Choose what Support may do
Under Additional Information (Optional), select the affected Sites or Servers. Two switches appear once you select one, both off by default:
- Allow Magic Login for Support lets support sign in to your server panel with Magic Login.
- Allow SSH Access for Support lets support use the terminal and SSH.
Step 3: Set the access days
In Support access validity — number of days (0-30), keep a number from 1 to 30 to give access, or enter 0 to give none. The default is 30.
Ignore the note under this field about days. Any number from 1 to 30 gives one code; 0 gives none (or cancels the ticket’s code when you edit).
Step 4: Create the ticket
Select Create Ticket.
Expected result: The ticket is created. If you set more than 0 days, xCloud gives the code privately to our support team on your ticket. It carries the ticket’s SSH and Magic Login choices, and it never appears in the messages you read. With 0 days, no code is created.
Generate a code yourself
Use this when an agent asks you for a code and you prefer to give it directly.
Step 1: Open the Access Code page
Select Support → Access Code. The same card is also under Settings → Customization.
Step 2: Choose the permissions and generate
Tick Allow terminal and SSH and Allow magic login only if the agent needs them, then select Generate a code.
Expected result: xCloud shows the code once, with the message “Support access code generated. Copy it now: it is not shown again.”
Step 3: Copy the code and paste it into the ticket
Select Copy, then paste the code into your reply on the ticket.
If you leave the page before copying, generate a new code. xCloud cannot show a code again. A code you generate here is not tied to a ticket, so you cannot cancel it with Edit. To stop it, select Generate a code again. The earlier code stops working right away. Otherwise it expires after 24 hours.
Change access on a ticket
Edit a ticket to give a new code, change its permissions, or cancel its code. This is also the fix when our team tells you they have no code, or that the ticket’s code has expired.
Step 1: Open Edit Support Access
Go to Support → All Tickets and select Edit next to the ticket.
You can also select Edit in the Access section of the ticket page.
Step 2: Update the permissions and days
Turn Allow Magic Login for Support and Allow SSH Access for Support on or off. Then set Support access validity — number of days (0-30):
| Days | What happens when you save |
|---|---|
| 1 to 30 | xCloud creates a fresh code with these choices, gives it to our support team, and cancels this ticket’s earlier code. |
| 0 | xCloud cancels this ticket’s code and creates no new one. Nobody can use it after that. A session already open keeps running. |
Ignore the note under this field about days. Any number from 1 to 30 gives one code; 0 gives none (or cancels the ticket’s code when you edit).
Step 3: Save
Select Save Changes.
Expected result: xCloud shows “Support access updated successfully”.
If your ticket shows Extend Access, you can use it too. It also creates a fresh code and cancels the earlier one.
End access
A code keeps working after someone uses it, so stop it when the work is done, not only before a session starts.
| What to stop | What to do |
|---|---|
| A ticket’s code | Edit the ticket, enter 0 days and select Save Changes. Nobody can use the code after that. A session already open keeps running. |
| A code you generated yourself | Select Generate a code again. The earlier code stops working right away. Otherwise it expires after 24 hours. You do not have to share the new code. |
| A session that is already open | Reply on the ticket and ask our team to end it. Otherwise it ends by itself within 8 hours. |
More than one session can be open at the same time, because each person who uses the code gets their own. Ask our team to end all of them.
Each of these stops one kind of code only. Generating a code does not cancel a ticket’s code, and editing a ticket does not cancel a code you generated yourself.
Editing a ticket does not change a session that is already open, including its SSH and Magic Login permissions. Your changes apply to the next code.
Limits
- Anyone on our support team can use the code until it expires after 24 hours.
- Each person who uses it gets a session of up to 8 hours.
- A session started just before the code expires can still run for its full 8 hours.
- Only a team admin can generate a code. Editing a ticket’s access also needs the Support manage permission.
- Support staff cannot grant access to themselves.
- Anyone who can create a ticket can give access through its Support access validity — number of days (0-30) field.
Frequently asked questions
Can xCloud Support access my servers without my permission?
No. Support staff must enter your team’s Support Access Code, and the code only works while it is valid.
How do I give a support agent access?
Open a ticket with more than 0 days of access and xCloud creates a code for our support team, or generate one yourself under Support, then Access Code.
How long does support access last?
Anyone on our support team can use the code until it expires after 24 hours. Each person who uses it gets a session of up to 8 hours. A session started just before the code expires can still run for its full 8 hours, so access can last up to about 32 hours after the code was made.
How do I cancel support access?
Open the ticket, select Edit, enter 0 days and select Save Changes. That cancels the ticket’s code, and nobody can use it after that. A session already open keeps running for up to 8 hours, so reply on the ticket and ask our team to end it. Do this after a session too, because a used code keeps working until it expires. For a code you generated yourself, select Generate a code again.
Does the code give Support SSH or Magic Login?
Only if you allow it. Each code carries the SSH and Magic Login choices that were set when it was created, and both are off by default.
Related guides
If you run into any issues with support access, feel free to reach out to our support team.