What to do
- Platform credentials belong to BRON. They are the keys that make the product run at all, they are not visible to a firm and cannot be set by one, and a failure in them is ours to fix. You will see the effect on the status page, not in your settings.
- Firm credentials belong to the firm. E-filing accounts, payment processing, court and docket services, messaging: the firm supplies these, an administrator manages them in Settings, and they apply to everyone at the firm.
- Personal grants belong to one person. Your mailbox and your calendar are yours. An administrator cannot connect or reconnect them on your behalf, and nobody else at the firm inherits them.
- When something breaks, ask which of the three it is before asking who to chase. Most support cases that take more than a day are a firm credential being waited on as though it were a platform one.
What you should see
The person responsible for the failing connection is identified. Share the error and connection name, never passwords or secret values.
Limits and unresolved problems
A firm cannot see BRON's own credential values, and this is deliberate rather than an oversight. It also means a firm administrator cannot diagnose a platform-side failure from inside Settings, so if a connection reports a problem you cannot reach, that is the signal to report it rather than to keep looking.
Product scope and requirements
Related guides
Still need a hand?
Record the screen, time, displayed status and steps you tried. Use your signed-in support route or contact your firm administrator. Do not include credentials or confidential documents in a public message.
Support contacts