Support attachments and guest access

Support files and guest links are limited to the support request they belong to. They should not be used as a public file-sharing system.

Attachment responsibilities and limits#

Provide only the evidence needed to investigate the issue. Remove passwords, authentication tokens, private keys, and unrelated confidential information before uploading. You remain responsible for checking the contents of files you submit.

Signed-in support users can upload files up to 500 MB; guests can upload files up to 5 MB. The invoice payment-evidence form has a separate 3 MB limit. Upload sessions expire after 24 hours, and resuming requires the original file with the matching filename and size.

A ready upload must still be attached to a sent reply. Downloads are checked against request access and use scoped access rather than permanent public URLs.

Guest access and recovery#

Guest links expire after seven days and grant access to one request. Keep the full link private and do not forward it to someone who should not see that conversation or its attachments.

Recovery uses the Ticket ID and original requester email. The page gives a generic acknowledgement; eligible matching requests receive a new email link. Losing the original mailbox requires an access review rather than changing the email in a recovery attempt. Signing in does not automatically assign a guest request to that account.

Attachment retention#

Completed attachments are scheduled for removal 90 days after the request is closed. Reopening before removal cancels the deadline; reopening cannot recover already-removed files. Request text history is separate from file retention.

Keep your own records where needed. This attachment rule does not establish a retention period for all company or deployment data.

Related guidance#

See Upload and resume attachments, Recover guest support access, and Data handling and retention. The Privacy Statement and Trust Center provide the published privacy and security information.