# Choose whether Verkada Support may see footage during configuration troubleshooting

> Decide explicitly whether support needs footage, then scope its site access and end the case window promptly.

- Canonical URL: https://update.dsesecurity.com/updates/choose-whether-verkada-support-may-see-footage-during-configuration-troubleshooting/
- Publisher: Detection Systems & Engineering (DSE Security)
- Author: DSE Security Editorial Team
- Published: 2026-10-15T13:31:38+00:00
- Modified: 2026-10-15T13:36:13+00:00
- Last reviewed by DSE: 2026-10-15
- Resource type: Guide
- DSE priority: Information
- Topics: Video Surveillance
- Reading time: 2 minutes

## What you need to know

Decide explicitly whether support needs footage, then scope its site access and end the case window promptly.

## Potentially affected

Applies to temporary Verkada Support access in Command. It is separate from a staff user’s ongoing role assignment and should be scoped to the particular support case.

## DSE recommendation

DSE recommends generating access from a suitably limited account and documenting the case number, permitted sites, media decision, and expiry.

## Article

Decide explicitly whether support needs footage, then scope its site access and end the case window promptly.

## Source facts

Verkada support access uses a token generated by an authorized administrator. Enabling the token does not automatically grant an active support session; the customer must provide it to Support through a case. The token carries the generating account’s permissions. Video, image, archive, and audio access are not granted by default and require explicit media permission. Org Admins can limit sites. The window expires automatically, can be revoked early, and support actions are included in the organization audit log.

Source: [Verkada Help — Enable Support Access](https://help.verkada.com/command/need-help/contact-verkada-support/enable-support-access).

## Applicability

Applies to temporary Verkada Support access in Command. It is separate from a staff user’s ongoing role assignment and should be scoped to the particular support case.

## DSE recommendation

DSE recommends generating access from a suitably limited account and documenting the case number, permitted sites, media decision, and expiry. Start without media access when configuration information is sufficient. If viewing footage becomes necessary, obtain the footage owner’s approval and record why. Revoke the token when the case work finishes rather than treating the maximum available duration as a default. Keep tokens out of general ticket comments and screenshots.

## Verification

Inspect the configured sites and media setting before sharing the token through the approved case channel. After troubleshooting, revoke access and review audit events for the agreed window. Investigate unexpected devices or actions and record closure without storing the token itself in the handoff evidence.

## Official reference

[Verkada Help — Enable Support Access](https://help.verkada.com/command/need-help/contact-verkada-support/enable-support-access). Reviewed October 15, 2026.

## Primary reference

- Name: Verkada Help — Enable Support Access
- Authority: help.verkada.com
- URL: https://help.verkada.com/command/need-help/contact-verkada-support/enable-support-access
- Source publication date: Not stated by the source

## Citation and use

Preferred citation: “Choose whether Verkada Support may see footage during configuration troubleshooting,” DSE Security, https://update.dsesecurity.com/updates/choose-whether-verkada-support-may-see-footage-during-configuration-troubleshooting/
Publishing principles: https://update.dsesecurity.com/updates/dse-updates-editorial-methodology/
Usage and citation policy: https://update.dsesecurity.com/usage/
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