Overview
User Impersonation allows your organisation to grant selected Super Admins and Standard Admins the ability to temporarily act on behalf of another user. While impersonating, an admin can view the platform exactly as the user sees it and perform actions as if they were logged in as that user. Tracked actions performed are logged in the timeline.
This feature is designed to help admins efficiently support users by providing clear visibility into the user’s experience.
How do I enable user impersonation?
User Impersonation must first be enabled for your portal. To do this, a Super Admin must navigate to Admin → Account → Subscription and toggle User Impersonation on.
Next, you need to enable User Impersonation for the relevant admin:
Navigate to Account → People and search for the admin you want to have access to this feature.
Open the admin's profile and select Edit Permissions.
Change User Impersonation to Yes, then select Save.
Important: User Impersonation should only be used for support and troubleshooting purposes. It should not be used to perform actions a user should complete themselves, such as completing or assessing a topic.
How do I impersonate a user?
To impersonate a user:
Go to the People section and locate the user you want to impersonate. Click their name to open their profile in the admin view.
In the top-right corner, select I want to… → Impersonate user.
Review the important information provided, enter the reason for impersonation, and confirm that you are authorised to impersonate the user.
Select Impersonate to begin the impersonation.
While impersonating a user, a floating bar will appear in the bottom-right corner of the screen, confirming the user you are currently impersonating. Selecting Stop in this box will end the impersonation and return you to the user’s profile.
For security purposes, an impersonation session can last a maximum of 15 minutes. After this time, the session will automatically end and you will be returned to the user’s profile.
What is tracked while impersonating a user?
When an admin starts or stops impersonating a user, these actions are recorded in both the admin’s and the learner’s timelines. While impersonation is active, all timeline events are logged as usual, with an additional note indicating that the action was performed via impersonation and identifying the admin who performed it.
You can learn more about how to report on a specific users timeline here.
FAQs
Can I impersonate another Admin?
No. You can only impersonate non-admin users.
Can I change a users password during impersonation?
No. You cannot change a user’s password while impersonating them. If you need to manually update a user’s password, you can do this as an admin from their profile
Should I complete a learners training for them?
No. User impersonation is intended as a support tool to help troubleshoot issues when a learner becomes stuck and visual clarity is required. We strongly recommend that admins do not complete training or perform learner actions that the user can complete themselves.
Why cant I impersonate a user?
If you can't impersonate a user, you either do not have the permission enabled in your profile, or you are trying to impersonate another admin which is not allowed.