This helps when a customer says something looks wrong. You see their services, invoices and tickets the way they do.
Before you start
- Your role needs the permission Reset a customer's password or sign in as them.
- This works for customer accounts only, not for staff.
Steps
- Sign in to your brand admin. See Open your brand admin.
- In the menu, open Customers → Customers.
- Click the customer's row to open their page.
- Click Login As at the top of the page.
What happens next
Your client area opens in the same tab, signed in as your customer. A yellow bar at the top says Impersonating customer — all actions on this tab are real. Anything you do there really happens on their account, such as paying an invoice or opening a ticket.
Click ← Return to admin in the yellow bar to go back. Each time you sign in as a customer is recorded in your audit log.
Do not change anything for your customer without asking them first.
Common problems
It says Login-as failed
Open the customer's own page and click Login As there, at the top of the page. If it still fails, your role may not allow it.