InstiKit includes a built-in support system that allows the official support team to securely access your application without requiring your administrator username or password.
Instead of sharing your login credentials, you can generate a one-time support token that grants temporary administrator access for troubleshooting.
This approach is both secure and convenient, ensuring that your administrator credentials always remain private.
Important
Never share your administrator username or password with anyone, including the support team.
Always use a support token when requesting technical assistance.
Before You Begin
Before you can generate a support token, make sure the following conditions are met:
- You are logged in as an Administrator.
- Author Support is enabled in Configuration → System Configuration.
- You are requesting support from the official InstiKit support team.
If Author Support is disabled, the Support option will not appear in your profile menu.
Enable Author Support
To enable support access:
- Open Configuration → System Configuration.
- Scroll to the Support section.
- Enable Author Support.
- Click Save.
Once enabled, a new Support option will appear in your profile dropdown menu.
Generate a Support Token
To generate a support token:
- Click your profile icon in the top-right corner.
- Select Support from the profile menu.
- Click Generate Support Token.
- Copy the generated token.
- Share the token with the official InstiKit support team.
The support team can then temporarily access your application as the administrator to diagnose and resolve the reported issue.
Token Security
Support tokens are designed with security in mind.
Each generated token:
- Is valid for 10 minutes.
- Can be used only once.
- Is automatically deleted after it is used.
- Cannot be reused after expiration.
- Does not expose your administrator password.
Because the token is temporary, no additional action is required after support has been completed.
Security Recommendations
For your organization's security:
- Share support tokens only with the official InstiKit support team.
- Never post support tokens publicly.
- Do not send support tokens to unknown individuals.
- Generate a new token for each support request.
- Disable Author Support after your issue has been resolved if you do not expect further assistance.
Warning
A valid support token allows temporary administrator access to your application.
Treat it with the same level of care as any other sensitive credential while it remains valid.
Frequently Asked Questions
Does the support team know my administrator password?
No.
The support team never receives or needs your administrator password. Authentication is performed entirely through the temporary support token.
How long is a support token valid?
A support token remains valid for 10 minutes after it is generated.
Can a support token be reused?
No.
Each token can be used only once. After it is used or expires, it is permanently deleted.
What should I do if my token expires?
Simply generate a new support token and share it with the support team.
Should I disable Author Support after my issue is resolved?
Yes.
Although support tokens are temporary, disabling Author Support after your support request is completed is considered a good security practice.
Need Additional Help?
If you are unable to generate a support token or need further assistance, contact the InstiKit support team through the official support channels.
When contacting support, include:
- Your product version
- A detailed description of the issue
- Screenshots or screen recordings (if applicable)
- Steps to reproduce the issue
Providing complete information helps the support team resolve your issue more quickly.