Seeing the portal as somebody else
What it is
An administrator viewing the portal exactly as another person sees it, without their password.
When to use it
When somebody reports a problem you cannot reproduce. "The tab isn't there", "my list is empty", "I can't edit this" — all three are answered in seconds by looking at their screen rather than reasoning about their permissions.
When not to: to do somebody's work for them. Everything you do is recorded against both names, and it muddies who actually did what.
Using it
Where: Admin → Users → the person's row → the person icon
- Click Admin, then Users.
- Find the person in the list.
- Click the person icon in the Actions column.
You are now seeing their portal. A banner shows whose account you are in. Leave it to return to your own.
What is recorded
This is deliberately the most heavily logged thing in the product.
| Recorded | Always |
|---|---|
| Every attempt | Whether allowed or refused |
| Anything you do during the session | Against both names |
So the Audit Log always answers "who really did this?", not just "whose account was it?".
The person is not signed out and does not notice.
Who may do it
| Role | Can view as |
|---|---|
| Super Admin | Anyone |
| Admin | Standard users they manage, and other Admins at their own company |
| Admin | Never a Super Admin |
It is switched off until a Super Admin turns it on, and that is the right default — it is a powerful capability and should be a decision rather than something that was always there.
Using it well
Reproduce, do not fix. Look, confirm what they are seeing, then come back to your own account and change the setting. Fixing from inside their session makes the audit trail harder to read.
Check both halves. If their list is empty, you now know whether it is permissions or sharing — which is the question you could not answer from your own screen.
What goes wrong
| Symptom | Cause |
|---|---|
| The icon is missing | The feature is off, or that person is above you. |
| You see your own data | You left the session. Check the banner. |
| The problem does not reproduce | It may be browser-side — ask them to reload, or compare view settings. |