How to Allow Access for Troubleshooting or Maintenance Print

🛡️ How to Allow Access for Troubleshooting or Maintenance

Sometimes our team needs temporary access to your site or hosting to diagnose issues or complete maintenance. Follow the steps below to grant access safely and efficiently, then remove it when we’re done.

🔐 Step 1: Open a Support Ticket (So We Can Track Everything)

1. Log in: https://clients.tkinternetmarketing.com/clientarea.php

2. Go to Support → Open Ticket and choose the relevant department (e.g., Website Support).

3. Briefly describe the issue and the access you’re granting (WordPress, SFTP/FTP, DNS, etc.).

4. Use the ticket’s Attachments/Secure field to share credentials (don’t email passwords in plain text).

🖥️ Step 2: Grant WordPress Admin (Temporary)

If your site is on WordPress, this is usually all we need.

1. Log in to WordPress Admin (https://yourdomain.com/wp-admin).

2. Go to Users → Add New.

3. Create a user:

   • Username: tk-support (or similar)

   • Email: your own or the address we provide in the ticket

   • Role: Administrator

   • Send User Notification: ✅ (optional)

4. Click Add New User.

5. Paste the new user details into your support ticket.

🔒 Security tip: Set this as a temporary account. We’ll ask you to remove it once we’re finished.

📂 Step 3: Provide SFTP/FTP (Only If Requested)

For file-level fixes (themes, plugins, uploads), we may ask for SFTP/FTP.

1. In your hosting panel (often cPanel), open FTP Accounts (or SFTP Users if available).

2. Click Create and set:

   • A unique username (e.g., tk-supportftp)

   • A strong password

   • Directory: limit to your site root if possible (e.g., /public_html/yourdomain/)

3. Save, then share in the ticket:

   • Host (e.g., sftp.yourdomain.com or server IP)

   • Port (SFTP usually 22, FTP usually 21)

   • Username / Password

   • Path to web root

✅ Prefer SFTP over FTP whenever possible (encrypted and safer).

🗄️ Step 4: Provide Database Access (Rarely Needed)

Only if we specifically request it for advanced troubleshooting.

• phpMyAdmin: Share your hosting login (via ticket’s secure field) and the database name.

• Direct credentials: Provide DB host, DB name, DB user, DB password (from your wp-config.php).

🌐 Step 5: DNS/Domain Registrar (If We’re Fixing DNS)

If the task involves DNS changes (email routing, subdomains, migrations), either:

• Option A (Preferred): Add us as a temporary user/delegate in your DNS provider (Cloudflare/registrar) with limited permissions, and share in the ticket.

• Option B: Paste the exact DNS records we provide (copy/paste) — we’ll verify.

🧰 Step 6: Schedule a Maintenance Window (For Live Sites)

For work that affects uptime or checkout flows:

1. Tell us your preferred date/time window (and timezone).

2. We’ll confirm duration and set a coming soon/maintenance page if needed.

3. We’ll back up the site before changes (or you can request a backup in advance).

✅ Step 7: Remove Access After We’re Done

When we confirm the job is complete:

• Delete the WordPress user you created for us.

• Remove SFTP/FTP accounts you added.

• Revoke DNS/registrar user access (if granted).

• Change any shared passwords you don’t want to keep.

💬 Need Help?

Unsure which access to grant? Open a ticket or email support@tkinternetmarketing.com with a short description of the task.
We’ll tell you exactly what we need — nothing more — and provide step-by-step instructions specific to your setup.