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A support session lets a Vetox agent see your dashboard live and walk you through a problem. You approve it, you watch it, and you can end it at any moment. The I Need Help button sits at the bottom of your server sidebar.

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Your support code

Opening the panel shows a one-time code in the form XXXX-XXXX.
Only share this code with a Vetox staff member you contacted through official channels.Never give it to someone who messaged you first. A support code is the key to your dashboard — anyone holding it can request a session on your server.
You can refresh it manually. The panel only requests a code when you actually open it.
You need admin access to the server to generate a code. The code is bound to that server at the moment it is redeemed — an agent cannot redirect it to a different server afterwards.

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Approving a session

1

You get an approval prompt

Showing the agent’s name and avatar. You have 60 seconds to respond.
2

You accept or decline

Declining ends it immediately. Ignoring it lets it lapse.
3

The session starts view-only

The agent can see your dashboard but cannot change anything.
Sessions always start view-only. Editing is off by default and only you can turn it on.

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During a session

A draggable control widget stays on screen showing the agent’s name and elapsed time, with two controls: There is also a chat panel for talking to the agent. While the session is view-only, a shield prevents accidental clicks and keypresses from being interpreted as your input. Scrolling still works normally.

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What an agent can and cannot do

A session is locked to the single server you generated the code from. Any attempt to reach another server is refused.
Premium pages, payment methods and your account settings are entirely out of scope. The restriction is enforced on the server, not just hidden in the interface.
Webhook URLs, bot tokens, API keys and signing secrets are replaced with [redacted] before they ever reach the agent — and re-saving a form they viewed cannot overwrite the real value with the placeholder.
Every attempted change is rejected while the session is view-only, regardless of what the interface appears to permit.
Nothing is screen-shared or mirrored. Your own browser renders your own dashboard; the agent’s actions are relayed as specific instructions such as scroll, click or highlight. Their mouse position is never tracked.
A blacklisted server stays blocked during a session. A session cannot be used to work around it.

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Limits

You are warned 2 minutes before a session reaches the 30-minute cap.

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Ending a session

Either side can end it, and it also ends on its own if you close the tab, the agent closes theirs, the idle timeout is reached, or the 30-minute cap expires. After it ends you are asked to rate the session. That is optional.

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What is recorded

Every session is logged permanently: who the agent was, which server, when it started and ended, why it ended, how many changes were made, and whether you granted editing.
This record exists for your protection — there is a durable, auditable trail of every support session on your server, including sessions you declined.

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Troubleshooting

You need admin access to that server.
Codes rotate every 5 minutes and are single-use. Refresh and send the new one.
Only one session can be active per server at a time, and you must be online with the dashboard open to receive the approval prompt.
Editing has not been granted. Turn on Allow editing in the control widget.
Press End session, or simply close the tab. Access is revoked immediately — it is re-checked on every single request rather than trusted for the session’s duration.