Sometimes the fastest way to help a user is to see the platform exactly as they do. Log in on behalf of a user lets an authorised admin open the platform in that user’s context, so you can investigate potential challenges, verify what they can see, and guide them more efficiently.
Good to know💭
This feature is available from User Management on desktop. It is intended for support and troubleshooting. Any changes you make while acting on behalf of a user will affect that user’s account. Before you continue, you will be asked to document why you need access.
When to use it
Use this feature when you need to understand or reproduce something from the user’s point of view.
A user says they cannot find assigned learning, events, or other content
You need to verify what a user can access based on their setup
You want to troubleshoot a user-specific challenge without asking them to explain every step
You need to confirm whether a problem is caused by permissions, setup, or the user experience itself
Good to know💡
The option is only available to admins who have the right access in their permission setup.
You can only use it for active users, and you cannot use it on your own account.
How it works
Go to User Management.
Find the user you need to help.
Open the three-dot menu next to that user.
Click Login as User.
Enter a reason for the access request.
Confirm to continue into the user’s account context.
Your reason is required and must explain why you need to log in on behalf of the user.
While you are logged in on behalf of a user
Once the login is active, you will see a visible warning in the platform reminding you that:
You are currently logged in on behalf of another user
Any changes you make will take effect on that user’s account
This warning stays visible throughout the entire assumed session, so it is always clear which context you are working in.
How to exit the assumed session
When you are done, use Exit assumed session.
This ends the session and logs you out, so you can sign back in with your normal admin account afterwards.
Why a reason is required
Every successful use of this feature is recorded for accountability. That includes who initiated the access, which user was accessed, when it happened, and the reason entered.
This helps protect user trust and supports secure internal processes.
Best practice
Only use the feature when it is needed to solve a real support challenge.
Write a clear, specific reason before continuing.
Avoid making unnecessary changes while in the user’s account.
Exit the assumed session as soon as your investigation is complete.
Example
A user reports that they cannot submit a module. Instead of guessing if they completed all required interactions, you can log in on behalf of that user, confirm what is visible from their side, identify the cause faster, and guide them with confidence.