diff --git a/apps/edr-passenger-api/src/modules/support/support.gateway.ts b/apps/edr-passenger-api/src/modules/support/support.gateway.ts
index 203c39035..c5b65497b 100644
--- a/apps/edr-passenger-api/src/modules/support/support.gateway.ts
+++ b/apps/edr-passenger-api/src/modules/support/support.gateway.ts
@@ -7,7 +7,6 @@ import {
 import { Server, Socket } from 'socket.io';
 import { Passenger as PassengerTypes } from '@edr/types';
 
-import { PrismaService } from '../../common/prisma.service';
 import { WsAuthService } from './ws-auth.service';
 
 /**
@@ -34,27 +33,24 @@ export class SupportGateway implements OnGatewayConnection {
   @WebSocketServer()
   private readonly server!: Server;
 
-  constructor(
-    private readonly wsAuth: WsAuthService,
-    private readonly prisma: PrismaService,
-  ) {}
+  constructor(private readonly wsAuth: WsAuthService) {}
 
   async handleConnection(socket: Socket): Promise<void> {
     const userId = await this.wsAuth.resolveUserId(this.extractToken(socket));
 
-    // Authenticated: passenger (own room) or backoffice staff (shared room).
+    // A valid token means a backoffice agent: the portal connects only with a
+    // device/guest id (never a token), so every token-authed socket is staff.
+    // Join the shared backoffice room — no passenger-row heuristic needed.
     if (userId) {
       socket.data.userId = userId;
-      const passenger = await this.prisma.passenger.findUnique({
-        where: { iamUserId: userId },
+      socket.data.side = 'AGENT';
+      await socket.join(SupportGateway.BACKOFFICE_ROOM);
+      socket.emit('support:hello', {
+        side: 'AGENT',
+        room: SupportGateway.BACKOFFICE_ROOM,
+        userId,
       });
-      if (passenger) {
-        await socket.join(`user:${userId}`);
-        socket.data.side = 'USER';
-      } else {
-        await socket.join(SupportGateway.BACKOFFICE_ROOM);
-        socket.data.side = 'AGENT';
-      }
+      this.logger.debug(`support socket ${socket.id} → AGENT (backoffice)`);
       return;
     }
 
diff --git a/apps/edr-passenger-web/backoffice/src/features/support/useSupportSocket.ts b/apps/edr-passenger-web/backoffice/src/features/support/useSupportSocket.ts
index 503793d2f..aabeb0ce4 100644
--- a/apps/edr-passenger-web/backoffice/src/features/support/useSupportSocket.ts
+++ b/apps/edr-passenger-web/backoffice/src/features/support/useSupportSocket.ts
@@ -44,6 +44,20 @@ export function useSupportSocket(
       },
     );
 
+    // Temporary diagnostics — remove once live delivery is confirmed.
+    socket.on('connect', () =>
+      console.warn('[support] agent socket connected', socket.id),
+    );
+    socket.on('connect_error', (err) =>
+      console.warn('[support] agent socket connect_error:', err.message),
+    );
+    socket.on('disconnect', (reason) =>
+      console.warn('[support] agent socket disconnected:', reason),
+    );
+    socket.on('support:hello', (info) =>
+      console.warn('[support] server assigned:', info),
+    );
+
     socket.on(
       Passenger.PASSENGER_SUPPORT_WS_EVENTS.MESSAGE_NEW,
       (event: Passenger.PassengerSupportMessageEvent) => {