From millions of tickets resolved, follow our recommended advice on how to provide the best support for your users to quickly resolve their PebblePad queries.

User accounts for testing

Your own PebblePad account will be an ATLAS organisation manager, or a global administrator, which you can use to access different levels of your installation.

However, with elevated permissions, it isn't always easy to see the platform from another user's perspective - a learner, assessor, workspace manager or external.

Therefore, we recommend having a set of user accounts set-up specifically for testing. These will allow you to check settings, workflows and processes in a safer environment.

We keep user accounts on each customer installation to enable us to support you. Please do not delete or alter:

PPsupport
PPresource
PPCSM

Troubleshoot an issue 

The best way to troubleshoot an issue is to see if you can recreate it in your account. If a user is having a problem, it helps to work with them to re-trace the steps they have taken to end up where they are. 

Many times, this can show if they have made a mistake somewhere along the way, or if they are looking in the wrong place for what they are trying to do. 

If you try this and still can’t replicate the issue, the next step is to look at the issue at the source via Temporary Access. 

Temporarily access a user's account

Temporary Access is a tool that can be used to help investigate and resolve a user's issue. It grants a temporary password to a Support Agent that can be used to log in to the user’s account and interact with what they can see. 

A learner is responsible for granting temporary access, and they can follow this guide to do so.

When using temporary access, you are interacting with the person's actual account. Any changes you make will be applied to their live assets. Proceed with caution.

We retain a log of all temporary access requests for three months.