How to impersonate a customer
Impersonation lets you log in as a customer and see the site exactly as they see it, and act for them: place an order, start a pending order, check their account page, walk them through a step on the phone while looking at the same screen.
Turning it on
User Impersonation is listed under Active Features or Disabled Features on the Features page, and we turn it on per site. You cannot impersonate an account that holds an admin role.
How
- Open the customer under Customers > Lookup / Manage.
- Click Impersonate. The site opens logged in as the customer, with a notice pinned to the top corner telling you who you are impersonating.
While impersonating
The impersonation follows you from page to page in that tab. If you reload the tab, or open the site in a second tab, the page shows "User impersonation in progress" with two choices: Claim This Session to carry on as the customer there, or Stop Impersonation.
While impersonating, you cannot add or change the customer's card. You do not need to: staff with the Support role or higher add, update or remove a customer's card in the admin, under Customers > Lookup / Manage > Edit Billing Info.
The customer's Logout All Other Devices link is hidden while you impersonate them. To sign them out on every device, stop the impersonation and use Log Out All Sessions on their Account Assistance page. See How to reset a customer password.
Ending it
Click Stop Impersonation in the pinned notice. You are back in your own account, in the admin, on the page where you started. Logging out of an impersonated tab ends the impersonation and logs you out too.
Keywords: view as customer
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