diff --git a/apps/docs/content/guides/manage/cloud/support.mdx b/apps/docs/content/guides/manage/cloud/support.mdx
index c67efdf2a..137a8f15a 100644
--- a/apps/docs/content/guides/manage/cloud/support.mdx
+++ b/apps/docs/content/guides/manage/cloud/support.mdx
@@ -34,6 +34,23 @@ Create a new support request with the following information:
 
 After submitting the form, you will receive a confirmation email, and our team will be in touch with you shortly.
 
+## Instance Access for Troubleshooting
+
+To help troubleshoot issues, you can grant our support staff direct access to your instance to review logs, check settings, and provide configuration fixes. This feature is available exclusively to **Cloud customers on a Pro or Enterprise plan**.
+
+Support access is disabled by default. When enabled, it creates a dedicated Identity Provider (IdP) that strictly limits access to ZITADEL support staff.
+
+**How to enable support access:**
+1. Navigate to the **Customer Portal** and go to **Instances**.
+2. Select the instance that requires support.
+3. Turn on the **Support access** toggle.
+
+![](../../../../public/img/manuals/portal/customer_portal_support_3.png)
+
+<Callout type="warning">
+**Important:** You must manually disable the **Support access** toggle once the troubleshooting activity is complete to revoke staff access.
+</Callout>
+
 <Callout type="info">
 If you have an active subscription, we recommend linking your GitHub and Discord accounts in the [customer portal support section](https://zitadel.com/admin/support). This helps us prioritize your GitHub issues and Discord threads more effectively.
 </Callout>
diff --git a/apps/docs/public/img/manuals/portal/customer_portal_support_3.png b/apps/docs/public/img/manuals/portal/customer_portal_support_3.png
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