How to Impersonate a User

User impersonation allows administrators to access applications as another user for troubleshooting or configuration purposes. This opens the target application in a new browser window with the impersonated user’s permissions.

Prerequisites

• Access to Tenant Management
• Administrative permissions

Steps to Impersonate a User

1. Navigate to the Customer

1. Click Customers in the left sidebar
2. Locate the desired customer in the list (shows ID, Tenant Name, Region, Created At)
3. Click the ellipsis (three dots) next to the customer to open details, then click Users

2. Impersonate the User

1. Locate the user in the list and click the expand arrow to reveal their applications
2. Click the impersonate icon next to the application you want to access:
   • Tenant Management
   • Builder
   • ThreoAI

3. Confirm Impersonation

1. A confirmation dialog appears: “Do you want to proceed with impersonation? New window will be opened.”
2. Click Yes to proceed or No to cancel
3. The application opens in a new browser window with the user’s permissions

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Important Notes

• You can only impersonate child-customer users, not your own users
• Each application requires separate impersonation
• The impersonated role depends on the application:

Application	Impersonated Role
Tenant Management	Owner
Builder	Account Owner
ThreoAI	Admin

• A new browser window opens for each impersonated session

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Troubleshooting

Issue	Cause	Fix
Impersonation icon not visible	Insufficient administrative permissions	Verify your account has the Owner or Admin role in Tenant Management
New window doesn’t open	Browser pop-up blocker is active	Allow pop-ups from the Tenant Management site in your browser settings
Impersonation session shows incorrect permissions	The impersonated user lacks the expected app permission	Check and update the user’s permissions in the Users tab before impersonating
Cannot find the user in the list	User belongs to a different customer level	Ensure you navigated to the correct customer tenant before looking for the user

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FAQs

Can I impersonate users in my own (parent) tenant? No. Impersonation is only available for child-customer users. You cannot impersonate accounts within the same tenant you administer.

Does the impersonated user know they are being impersonated? The platform does not send a notification to the user being impersonated. The session is created silently for support and troubleshooting purposes.

How do I end an impersonation session? Close the impersonated browser window. The impersonation session ends automatically when the window is closed. Your original Tenant Management session is not affected.

Can I impersonate a user in multiple applications at the same time? Yes. Each impersonation opens a separate browser window. You can have simultaneous impersonation sessions open for different applications for the same user.