Sometimes the fastest way to sort out a problem is for us to see your screen the way you
see it. We will always ask first, by email, naming the ticket and the person asking.
What we can do
See your pages and your information — the same things you can see, so we can work
out what is going wrong.
What we cannot do
Change anything. Not your details, not your password, not your
entries, not your payments. If something needs changing, we will show you how to
do it — it is your account.
Read your private journal. A swimmer's journal stays private,
including from us.
Download your files. We can look at a page; we cannot take a
copy of your data away with us.
Sign in as you anywhere else, or keep any way back into your
account afterwards.
You are in control
Nothing starts unless you allow it. You can say no, and you do
not have to give a reason — we will carry on helping you through your ticket.
Permission covers one session only. Next time, we ask again.
A session ends by itself after 30 minutes, and can never run
longer than two hours.
We email you when a session starts, and again when it finishes.
We keep a record, and you can read it
Every page we open during a session is recorded, along with anything we were
refused. You can read the record of any session run on your account, at any time,
from your account page — and we keep it for at least two
years.
Swimmers under 18. We do not open support sessions on an account
belonging to a swimmer under 18. Where one of those accounts needs help, we work with
their parent or guardian.
Not expecting a request? Do not allow it — nothing happens if you decline. You can always
check with us through your ticket at
support.meetdirector.online.