⚠️ Select your experience
The steps to get support from Drata depend on your interface version. Select a link to skip to the instructions for your version.
Customers who joined Drata on or after Feb 24, 2026 are automatically on the New Experience.
Instructions for the New Experience ⬇️
Remote access is:
Temporary (time-bound)
Explicitly scoped (view-only or limited edit access)
Used only for troubleshooting issues you report
Remote access automatically expires based on the date and time you select.
Prerequisites
Only Admins can manage remote access. This action is not available to other roles.
Grant remote access
In the Drata app, go to Settings.
Under Organization, select Account access.
Select the access level.
Choose the expiration date and time.
Select Submit.
Result: Remote access is enabled until the selected expiration time.
Access levels
Choose one of the following access levels when granting access:
View only
Allows authorized Drata team members to view your tenant to help investigate questions or issues.
Use this when:
You need help reviewing configurations
You want Support to observe behavior without making changes
Allowed to make changes
Allows a small, authorized group of specially trained Drata team members to view and perform limited actions strictly for troubleshooting.
This may include:
Reproducing reported errors
Validating configurations
Investigating integration or data issues
Important rules
Access is limited to troubleshooting only.
Drata Support cannot perform routine administrative tasks on your behalf.
Drata does not provide professional services through this access.
Response times may take 24–48 hours (excluding weekends and holidays) due to limited authorization.
After troubleshooting
Once your issue is resolved:
Confirm the access level is set back to No access, or
Verify the expiration date is set appropriately
Best practice: Revoke access as soon as troubleshooting is complete.
Security notes
Only authorized Drata team members can use remote access.
All activity is restricted to issue investigation.
Access cannot be used to complete standard tasks you can perform yourself.
Instructions for the Classic Experience ⬇️
In order to support you more effectively, we’ve rolled out a feature allowing you to provide us with access to your tenant for troubleshooting purposes. By clicking the question mark in the upper right and scrolling to the bottom, you’ll be given the option to provide the Drata team visibility or edit access into your account. Simply identify the date and time you’d like to allow the specified access to your Drata tenant.
Prerequisite
You must be an admin in your Drata account to provide the Drata team this access.
How to Grant Remote Access
In the Drata application, select the question mark (?) icon in the upper-right corner.
Scroll to the Grant Drata Support Remote Access section.
Choose one of the available access levels:
View Only:
This access will allow trained Drata team members to view your tenant to support in troubleshooting any questions or issues you may have.
Allowed to Make Changes:
This permission level allows authorized and specially trained Drata team members to both view and perform limited actions within your tenant strictly for troubleshooting purposes. This may include reproducing errors, validating configurations, or addressing issues you have reported.
Only a small group of Drata team members are authorized to use this permission. As a result, response times may be up to 24–48 hours (excluding weekends and holidays).
This access can only be utilized to support troubleshooting of issues in your tenant or attempts to replicate challenges you are experiencing. For example, if you are receiving an error when you load a document into the Evidence Library, the Drata team can use this access to attempt to replicate the same error.
Drata team members are not permitted to use this access to complete routine tasks you can perform independently. Drata does not currently offer professional services to perform these types of administrative actions on your behalf.
Specify the date and time until which you would like the selected access to remain active.
Select Submit
Once resolved, confirm that the remote access setting is returned to No Access or that the expiration time is set appropriately.