We don’t have full access to your account or all of your campaigns by default. You can choose to give us access either to the entire platform or to individual campaigns — depending on your needs.
There are several ways to share access. Click on your account icon in the bottom-left corner, then select "Account." From there, go to "Support access" and click the toggle button to turn it green — it should say "Grant Scratcher support access to campaigns.":
You can also choose to do it from the "Manage" overview in the dashboard.
Alternatively, you can enable support access directly on a specific campaign:
Click the small arrow next to the campaign name, scroll to the bottom, and activate "Grant support access" — this gives us access to that individual campaign only.
Important:
Whenever you reach out to us, please include both the campaign name and the campaign ID so we can quickly locate the right setup.
You can find the campaign ID in the URL — it’s the number shown (e.g. in this case, 803) — and the campaign name is visible in the top corner of the page.
You can also find the campaign name — and soon the ID — in the "Manage" overview.
If you're referring to a pop-up, please mention that specifically, as it will appear under "Pop-ups" instead of in the regular campaign list.
