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Impersonation and support

Introduction​

Impersonation is an advanced feature that lets an administrator temporarily sign in as a user to assist them. It is designed with strict safeguards to prevent abuse.

What is impersonation?​

Impersonation lets an admin see the platform exactly as the user does and perform actions on their behalf to:

  • Diagnose an issue reported by the user
  • Fix incorrect configuration
  • Walk a user through a process step by step
  • Resolve a technical blocker

Impersonation security​

Each impersonation session is:

  • Protected by a confirmation code: a unique code is generated for each request
  • Logged: all actions performed are recorded
  • Temporary: the session can be ended at any time

How to impersonate​

Step 1 — Identify the user​

  1. Find the user in the list (Investors or Companies).
  2. Note their ID or email.

Step 2 — Request an impersonation code​

  1. From the admin menu or the user profile, open "Impersonation".
  2. Click "Request code".
  3. Enter the identifier of the user to impersonate.
  4. Submit the request.

The system generates a unique, single-use impersonation code.

Step 3 — Verify the code​

  1. You receive the code (by email or in the interface).
  2. Click "Verify code" or "Use code".
  3. Enter the code you received.
  4. Confirm.

Step 4 — Impersonation mode active​

Once the code is validated:

  • You are signed in as the user.
  • A warning bar at the top of the page shows impersonation mode.
  • The bar shows the impersonated user’s name and an "Exit impersonation" button.

Exit impersonation mode​

To return to your admin account:

  1. Click "Exit impersonation" in the top warning bar.
  2. You return immediately to your normal admin session.

Important: Do not close the window without exiting impersonation. Always use the dedicated button to return to your account.

What is logged during impersonation​

During an impersonation session, the following are recorded in the logs:

  • The identity of the admin who impersonates
  • The identity of the impersonated user
  • Start and end date and time
  • Actions performed during the session

These logs enable full transparency and help prevent abuse.

Usage rules​

  1. Obtain the user’s consent before impersonating (except documented exceptional cases).
  2. Only perform actions needed to resolve the issue.
  3. Exit immediately once the problem is solved.
  4. Document what you did and why in support notes.
  5. Do not change sensitive information (password, bank details) without explicit consent.

Common use cases​

SituationRecommended action
User cannot find a featureImpersonate and show where it is
Payment is stuckCheck transaction status from their account
Document will not uploadTest upload from their account to reproduce the bug
A form is blockingIdentify the faulty field by testing live

Support chat​

Alongside impersonation, chat is often enough to resolve most issues without impersonating.

For more on chat, see Module 1 — Chat system.

Previous: Module 9 — Platform settings Next: Chapter 6 — Shared features