What happens when our support team investigates your account, and how to opt out.

When you reach out to us about a problem — or share feedback that helps us spot one — we sometimes need more than a description to get to the bottom of it. This article explains what we do when that happens, and what you can do if you're not comfortable with it.

What we do

For certain issues, the fastest and most reliable way to investigate is to create a temporary, read-only copy of your account data in a secure internal environment. This lets our team see exactly what you're seeing and reproduce the problem accurately.

A few things worth knowing:

• We never access or modify your live account. The copy is separate from your actual data.

• Only our team can access it. It's stored in a secure, access-controlled environment.

• It's automatically deleted after 14 days. We'll also delete it as soon as we're done investigating, whichever comes first.

When we do this

We only create a copy of your data when it's genuinely needed to investigate your issue — for example, when a problem is specific to your account setup or data in a way we can't replicate otherwise.

When we do, we'll let you know in our support conversation.

If you'd prefer we didn't

That's completely fine. Just reply to your support thread and let us know — we'll delete the copy immediately and find another way to help.

You don't need to do anything yourself. We handle the removal on our end.

Questions?

If you have any questions about how your data is handled, feel free to ask in your support conversation or reach out to us directly.