- The Basics
- Why our Team Might Access Your Account
- How our Remote Device Support Works
- How you Stay in Control
- Frequently Asked Questions
Your content, screens, and account are yours. OptiSigns is built so you keep control of your devices, and our team can help you when something goes wrong.
This article explains exactly what our team can and can't do.
The Basics
By default, OptiSigns can view diagnostics to help you. We cannot change anything on your devices unless you turn on Remote Support Access or approve a specific action. This, by default, is turned off.
Our support team can sign in to your account to help troubleshoot. We will not use your password, and never ask for it. Access is least-privilege. Only the team members who need it, for your support request.
Connections are encrypted. Every access and every change is logged, auditable, and available to you. A change might include:
- A recreated asset,
- Test assets,
- Test playlists,
- Test schedules,
- Etc.
And, critically, we never rent or sell your data.
Why our Team Might Access Your Account
Most issues are far faster to fix when we can see what you see.
When you open a support request, or when a device goes offline, our team uses controlled, logged access to diagnose and fix the problem. This saves everyone time by reducing back-and-forth.
All this occurs with your explicit approval.
Our method pairs purpose-bound access with logging and customer control, which is the industry standard.
How our Remote Device Support Works
For OptiSigns players, a secure connection called SecureLink lets our team view device diagnostics so we can see why a device is misbehaving. By default this is view-only: we can look, but we cannot change anything.
Making a change to your actual device requires Remote Support Access, which is off by default. You either turn it on in Account Settings, or approve the specific change when our team requests it. Either way, the change is shown to you and recorded.
To turn on Remote Support Access, go to Preferences in your Account tab:
This allows our support team to remotely access your devices.
What we can't access: the screen shows the content you've chosen to display publicly. It is not a camera, and we cannot collect your passwords or personal information from the device.
How you Stay in Control
- Remote Support Access (changes): off by default. Turn it on or off anytime in Account Settings. When it's off, we can still view diagnostics to help, but any change needs your approval first.
-
SecureLink (the secure connection): on by default so we can support the hardware we sold you. If your organization needs it fully disabled, contact us and we'll turn it off for your account.
- Note that this removes remote support for those devices, so we'll no longer be able to diagnose or fix them remotely.
- Your own team's access: you decide who on your side can view and change things, using Roles, Teams, and Folder Security.
Frequently Asked Questions
Can OptiSigns see my content?
Yes, when we're helping you — your assets, playlists, and what's on your screens. It's your business content, used only to support you, and logged.
Do you log in as me, or need my password?
We can sign in to your account to help, but never with your password — we don't ask for it.
Can you change my screens or settings?
Not by default. Changes require you to enable Remote Support Access or approve the specific action. Every change is logged.
Can you remotely access or restart my players?
We can view diagnostics by default. Restarting, updating, or controlling a device requires Remote Support Access (off by default) or your explicit approval.
When and why would you access my account or devices?
When you open a support request, or to diagnose a device that's offline or misbehaving.
Is it logged? Can I see what was done?
Yes. Every access and change is recorded and available to you on request.
How long does access last? Can I revoke it?
You can turn Remote Support Access off at any time. Per-request approvals apply only to the single action you approve. You can also deny our support team access to your account in writing or via email.
Can I turn Remote Support Access or SecureLink off?
Yes. Remote Support Access is off by default, and you control it. The underlying SecureLink connection can be disabled by contacting us (this removes remote support for those devices).
Do you sell my data?
No. We never sell or rent your data.
Still have questions?
Contact us at support@optisigns.com.