Impersonation lets an admin view the platform as if they were a specific user. It’s most useful for troubleshooting and assisting families when you need to see what they see on their end.
What you’ll find in this article
When it’s appropriate to impersonate a user
Best practices to follow before taking any actions
How to impersonate a user from the Manage Users page
What impersonation can and cannot show
Before you start
You must be an admin with access to Users and the ability to view user profiles.
Only impersonate a user when there is a clear support reason to do so.
If you plan to take an action on a user’s behalf, confirm you have their permission first.
When to use impersonation
Here are common, support-friendly reasons to impersonate a user:
Submit a registration on behalf of a parent or guardian when they are unable to complete it on their own
Check communication preferences to confirm what the user has opted into or out of
Add a player on behalf of a parent or guardian if they need help setting up their household
Troubleshoot an issue by confirming what options, pages, or messages the user is seeing
What impersonation can and cannot show
Impersonation only allows you to view the member side of the system. You cannot impersonate a Staff user to view or access their Staff-level tools or administrative permissions.
Best practices before you impersonate
Get permission first. Do not make changes or submit forms for a user without their approval.
Avoid unnecessary edits. If you only need to confirm what they see, do not update settings or submit actions.
Communicate what you did. If you take an action on their behalf, let them know exactly what was changed.
How to impersonate a user
In the left navigation, go to Users and select Manage Users.
Find the user, then click their Last Name to open their profile.
On the right side of the page under Account Options, select Impersonate User.
You will now be viewing the system as that user.
If you run into issues
If you do not see the Impersonate User option, it usually means your role does not have permission to impersonate users. Confirm your admin access level or reach out to your club’s primary admin for help.
FAQs
Can I impersonate a Staff user?
No. Impersonation only allows you to view the member side of the system.
Should I tell a user before impersonating them?
Yes. Always get permission before taking actions on a user’s behalf.
Why don’t I see the Impersonate User option?
Your role may not have permission to impersonate users.
Can I submit registrations while impersonating?
Yes, but only with the user’s permission and for a clear support reason.