Remote help using a support code
If support or your partner needs to see a problem in the panel, share your support code. The helper sends a request: you see who wants to connect and whether they want to view the tab or control it too. The code alone does not replace confirmation of the request.
What you need to get started#
- Open the cenaly.ge panel and sign in to your account on the device where you need help.
- Both sides need the internet, and your version must have remote help available.
- Arrange help with support or the partner assigned to your account who has the appropriate permissions.
- If the question concerns a particular location, select it and open the relevant page before connecting.
The code belongs to the account, while the shared view belongs to the selected tab. It does not show all tills across your locations. The helper is limited by the permissions of the staff member who allowed access and the account’s support policy.
Share your code with the helper#
Task: show a problem to the person you are already discussing it with.
- Press “Support” at the bottom of the sidebar. In the collapsed menu it is a headset icon; on mobile, look under “More”.
- Find “Support code” in the window.
- Press “Copy” and share the code with the helper. If copying fails, write it down manually.
- Keep the relevant tab open and wait for the request.
Result: the helper can request a connection to your account using the code. In their Support window, they use “Client code” and “Connect”. This action depends on the helper’s permissions; a code alone does not entitle an outsider to connect.
If no request appears, first check the code and the internet connection. Do not share your account password instead.
Accept a request and check its scope#
- In “Remote access request”, check who is asking to connect.
- Read the requested scope: the helper wants to see the tab, or to see and control it.
- For the help you agreed to, press “Accept”. If the request is unexpected or its scope is unsuitable, press “Decline”.
- Wait for the connection, then check together that the correct screen and location are open.
| Scope | What the helper can do |
|---|---|
| View only | See the shared tab, without controlling it |
| View and control | Perform permitted actions in that tab within the granted permissions |
Result: accepting starts sharing the tab. The helper’s actions happen on your screen. This does not provide access to the whole desktop, other programs or every browser tab. Blocked actions remain unavailable even with control enabled; this mode is not intended to delegate payments or fiscal operations to a helper.
If the response time expires, ask the helper to send a new request. Do not try to accept the old request.
During help and ending the session#
- Watch the persistent session panel. The Support window shows “Remote access in progress”, the helper’s name and remaining time.
- A viewing session displays “view only”. If you expected another scope, end the session and agree on a new request.
- When the issue is resolved or you want to stop help, press “Stop” on the session panel or in the Support window.
- Check that the active session has ended before continuing on your own.
Result: the helper can no longer control this tab through the ended session. Closing the Support window does not end access: use the session’s stop button.
If you still need help, “Extend” may appear near the end. Extensions are subject to an overall session limit; access cannot remain open indefinitely.
Check the log#
- Open Settings → Support access.
- Find “Remote access by code” and locate the connection by its time and helper.
- Check the access scope, start time, duration and outcome.
- Open “Action log” to see what was done and the result.
The account owner and the person who allowed access can view the action log. It shows actions and outcomes without field values; it is not a video recording of the whole session. For a large log, the interface shows only the first 2,000 actions.
Help on Android and a POS PC#
| Where the problem occurs | How help works |
|---|---|
| Web panel | One tab is shared by code and confirmation, as described above |
| Android admin app | Pilot: Support in the account section, with viewing and control limited to the app itself |
| POS PC desktop | Separate screen viewing through the hardware bridge, with permission on the PC itself |
For a POS PC, remote screen access must first be enabled locally in the bridge settings. The helper requests viewing; control requires separate permission. End this session with “Disconnect”. This mechanism keeps its log locally on the bridge PC; do not look for it among the actions of a code-based web session.
Limitations#
- Code-based web access is a beta on test stands, not a generally available feature on the main domains.
- The Android pilot covers the admin app; a build with this feature has not yet been released to its update channel. Do not assume it is available in all Android POS and KDS apps.
- PC screen access through the bridge depends on the installed version and local permission. It is separate desktop access, not a continuation of a code-based web session.
- Without the internet, remote help does not replace local equipment service.
- Control does not expand the staff member’s role or remove restrictions on protected sections.
- Issuing a new code and ending an active session are separate actions; use “Stop” to end access.
Troubleshooting#
| Symptom | Possible cause | What to do |
|---|---|---|
| No window or code-based help mode | The feature is not enabled in this version | Ask support about availability; main domains have not received the web beta yet |
| The helper entered the code, but no request appears | Incorrect code, no connection or insufficient helper permissions | Check the code and connection; ask the helper to check their access |
| The request can no longer be accepted | The response period expired | Ask for a new request |
| The helper sees the screen but cannot click | View-only access or a blocked action | Check the session scope; perform the protected operation yourself after ending help |
| A different screen is shared | The session is running from another tab | Check the message in Support and find the tab with the active session panel |
| The action log is unavailable | Another staff member is trying to open it | Ask the owner or the person who allowed access to check the log |
FAQ#
Is this the same as Support access in settings?#
No. Support access sets consent and the scope of account access. Code-based help is a separate tab-sharing session with a request and a stop button. Do not assume that either automatically enables the other.
Can I replace a code I have already shared?#
In Support, choose “Issue a new code” and confirm. The old code stops working; share the new one with the helper. If you need to end current help, press “Stop” first.
Will every location in the account be visible at once?#
No, only the selected tab is shared. To discuss another location, agree on the switch first and check the staff member has access to it.
Related topics#
- Account and support access — consent to account access.
- Support — describe a problem and contact the team.
- Hardware bridge — connect a PC and equipment.
- Working without the internet — what to do when the connection fails at a location.
- Shift manager tasks at the register — hardware checks and fiscal receipt retries.
- Multiple tills and devices at one location — workstations and a bridge on another PC.
- Cenaly team apps — which apps go on which devices.
- System requirements — browsers, operating systems and network.