A customer user's details

For: comrce staff with the Partner, Supporter, Admin or Super Admin staff role·Requires: The staff role Partner or higher; 2FA reset, impersonation and logs need Supporter or higher·Screenshots show sample data

A user’s tab shows one customer user across all their companies: status, identity, two-factor state, companies and open sessions. Support staff use it to help a locked-out customer, impersonate them or check who is signed in. Open it from Users with the arrow in the user’s row. The arrow next to a name on a membership tab opens it too.

What you can do here

• See who the user is and copy their ID. Name, email address and the user ID with a copy button. The screen at a glance.
• Get a customer back in. A table of the sign-in messages customers see, and where you fix each one. Get a customer back into their account.
• See the account status. A status line under the email address shows whether the account is in use. For an account scheduled for deletion, it adds the planned deletion date. Check the account status.
• Reset two-factor authentication. Disable 2FA switches 2FA off for a customer who lost their authenticator. Reset two-factor authentication.
• Work in the customer’s account. The impersonation card takes the customer’s service PIN and signs you in as them. Start an impersonation · Working in a customer’s account with a service PIN.
• See the user’s companies. One row per membership with role, status and last activity. Check the companies.
• See and end sessions. Every open session, including impersonations by staff, which you can end. Check the sessions.
• Read the user’s audit log. View Logs opens the log filtered to this person. Every control, explained.

The screen at a glance

One customer, all companies: status, identity, two-factor state, impersonation, memberships and sessions.

What this screenshot shows

Screen

Lena Hoffmann

Highlighted

“View Logs”: opens the audit log filtered to this user

Also visible

Status line Active; User ID with copy button; 2FA Enabled, Authenticator; Disable 2FA; Impersonation card

Purpose

the customer user at a glance

Region	What it shows	What you do there
User card	Avatar, name, email, the status line, View Logs, the user ID with Copy id	Identify the user, check the status, open the log, copy the ID
Two-Factor Authentication card	Enabled with the method, or Not Enabled, and Disable 2FA	Reset 2FA
Impersonation card	The Service PIN field and Start impersonation	Start an impersonation
Organizations card	One row per company	Open a membership
Active sessions card	Open sessions with device, company and impersonating staff member	End an impersonation

The tab is named after the user and reloads every 60 seconds.

Get a customer back into their account

A customer can’t sign in and asks support for help? Most causes show on this tab or one click away. Ask for the exact message they see, then check in this order:

What the customer sees	Where you check	What you do
Too many invalid verification attempts. Your account has been temporarily locked. Please try again later.	The user’s logs with View Logs: failed attempts in a row	The lock is temporary. The customer tries again later, or resets the password
They lost the phone with their authenticator app	The Two-Factor Authentication card	Confirm who they are, then reset two-factor authentication
No active organizations found. Your access may have been removed or the organization deleted.	The status line, then the Organizations card	Check the account status. A deactivated membership comes back with Activate
You are not active in this organisation	Their row in Organizations	Open the membership and let them back in
This organization is not active, please contact the owner.	The owner’s status on the company’s tab	The owner’s membership blocks the whole company. See A company’s details
Email not confirmed.	Nothing to change here	The customer confirms the address with the link from the confirmation email

Every failed attempt is in Logs with its time. That tells you whether it is the customer mistyping or someone guessing.

Check the account status

The status line under the email address sums up the account with a coloured dot and a label. comrce Hub takes the first status that applies:

Status	When it shows
Scheduled for deletion (red dot)	A Super Admin approved the deletion of the account. The planned deletion date and time follow the label
Active	At least one membership is active
Pending	No membership is active, and at least one is pending
Deactivated	No membership is active or pending, and at least one is deactivated
Deleted	Every membership is deleted, or none is left

The planned deletion date is the end of the 21-day grace period after the approval. Until then, a Super Admin can cancel the deletion with the link in the deletion email (Complete a user deletion). A deleted account no longer opens. Its tab shows Could not load user info.

Reset two-factor authentication

1. In the Two-Factor Authentication card, select Disable 2FA. The button is there only while 2FA is enabled.

2. Confirm with Confirm.

   

   Disabling 2FA is the fix for a customer who lost their authenticator.

   What this screenshot shows

   Screen

   Lena Hoffmann

   Highlighted

   “Confirm”: disables 2FA and clears recovery codes

   Also visible

   Title Disable 2FA for this user?; Cancel button

   Purpose

   resetting a customer's two-factor authentication

3. comrce Hub shows 2FA disabled successfully., and the card changes to Not Enabled.

The reset applies to the user’s account, so it affects all their companies. It also deletes their recovery codes. Until they set up 2FA again in their settings, the user signs in with their password only. The Logs record the reset as User 2FA disabled with your email address.

Confirm the customer’s identity before you reset. The reset removes the second protection of the account.

Start an impersonation

1. Ask the customer for their service PIN, shown in the settings of their customer area.
2. Type or paste it into Service PIN in the Impersonation card. Letters turn into capitals as you type.
3. Select Start impersonation. You are signed in as the customer, in the company where they created the PIN. The app reloads as them.

The full rules are in Working in a customer’s account with a service PIN.

Check the companies

The Organizations card lists every company the user belongs to, ten per page. The owner’s email address is under each company name. A green dot after the company name means the user is online there right now. Staff with the Supporter role or higher see the dot.

Each row is one membership with its own role and status. The arrow opens it.

What this screenshot shows

Screen

Lena Hoffmann

Highlighted

“Rosenthal Textil GmbH”: the arrow opens the membership tab

Also visible

2 organizations; Owner of Nordwind Handels GmbH, Member of Rosenthal Textil GmbH

Purpose

the user's memberships

Select the arrow in a row to open the user’s membership in that company. Only companies whose owner’s account is already deleted are left out of this table. A company whose owner is scheduled for deletion is still listed.

Check the sessions

The Active sessions card lists every open session of the user. It shows creation and expiry time, browser, device, company and user agent.

A session that a staff member opened by impersonation shows that staff member’s email address in the column Impersonated. Browser and device are those of the staff member’s browser. The row ends with End impersonation.

Impersonation sessions name the staff member and can be ended from here.

What this screenshot shows

Screen

Lena Hoffmann

Highlighted

“End impersonation”: revokes the impersonation session after confirmation

Also visible

2 sessions; Impersonated by jonas.becker@example.com

Purpose

seeing and ending sessions

End impersonation asks for confirmation in a generic dialog, then ends that session. The staff browser using it is signed out of the customer account. The service PIN that opened it stops working. Staff with the Supporter role or higher can end any staff member’s impersonation of this user. The customer’s own sessions have no end button here.

When parts of the tab are missing

Two rules hide parts of the tab:

• The account is scheduled for deletion. The tab hides Disable 2FA, the impersonation card and the sessions card.
• The user has no active membership. The tab hides the impersonation card, because comrce Hub would refuse the PIN anyway. A pending, deactivated or deleted membership is not enough.

Without an active membership, the user's tab offers no impersonation.

What this screenshot shows

Screen

Clara Wolf

Highlighted

“Nordwind Handels GmbH”: opens the membership

Also visible

Status line Deactivated; 2FA Not Enabled, no button; No Impersonation card

Purpose

when the impersonation card is hidden

Every control, explained

Disable 2FA

Where

The red button in the Two-Factor Authentication card. For the Supporter role and higher, only while 2FA is enabled and the account is not scheduled for deletion.

What

After confirmation, it switches 2FA off for the account, deletes the recovery codes and clears the method. It shows 2FA disabled successfully. or Error disabling 2FA..

Why

A customer who lost their phone cannot sign in otherwise.

Impersonation card

Where

The Impersonation card under the 2FA card. For the Supporter role and higher. It appears only when the account is not scheduled for deletion. At least one membership in the Organizations table must also be Active.

What

The Service PIN field takes up to 32 characters and turns letters into capitals. Start impersonation starts the impersonation. An empty field shows Please enter the Service PIN.

Why

Seeing exactly what the customer sees is the fastest way to answer many questions.

End impersonation

Where

The red button at the end of an impersonation session row. For the Supporter role and higher.

What

After confirmation, it ends that impersonation session and invalidates the PIN that opened it. It shows Impersonation ended successfully or Failed to end impersonation.

Why

Support can close a session that a colleague left open, or end one at the customer’s request.

View Logs

Where

The outlined button at the top right of the user card. For the Supporter role and higher.

What

Opens the audit log filtered to this user, across all their companies, for actions of customer users.

Why

It shows what the user did and what was done to their account. That includes actions staff took while impersonating them.

Organizations table

Column	What it shows	Why
Name	The company’s name, the online dot (Supporter role and higher) and the owner’s email	Know which company, and whom to ask
Role	Owner, Member or the company role Partner	Role in that company
Status	The membership status	Can the user work there?
Last seen	Last activity in that company	Is the account in use?
Registration date	When the membership began, and the arrow to open it	Open the membership

Sessions table

Column	What it shows	Why
Created, Expires	When the session started, and when it ends without activity	Spot old sessions
Browser, Device	Browser, and device type or operating system	Recognise the user’s devices, or the staff browser of an impersonation
Organization	The company the session is signed in to	Match a problem to a company
Impersonated	The staff member’s email for impersonation sessions	Know who is in the account
User Agent	The full browser identification	Technical detail for the development team

The 2FA method appears as stored: Authenticator or Email.

Other controls on this page

Control	What it does	Why
Copy id next to the user ID	Copies the ID to the clipboard and shows Id copied to clipboard	The ID identifies the user in messages to the development team, and the Users search finds it
Cancel in a confirmation dialog	Closes the dialog without a change	Back out of a reset or an ended session

Who sees what

What each role can do on this tab:

• As an Partner, you can read the user card and status line, the ID, the 2FA state, companies and sessions.
• As a Supporter, Admin or Super Admin, you can also open the logs and see online dots. You can reset 2FA, impersonate and end impersonations.

Part of the screen	Partner	Supporter	Admin / Super Admin
User card, status line, ID, 2FA state, organizations, sessions	yes	yes	yes
View Logs, online dots	no	yes	yes
Disable 2FA	no	yes	yes
Impersonation card, End impersonation	no	yes	yes

The staff role Partner sees the same facts, but no logs, 2FA reset or impersonation.

What this screenshot shows

Screen

Lena Hoffmann

Highlighted

“2FA is enabled for this account.”: none

Also visible

No View Logs; No Disable 2FA; No Impersonation card

Purpose

what the staff role Partner sees

Other staff roles who open a user by link see Could not load user info.

What you need to know

Topic	Fact
Scope	One person across all their companies.
2FA reset	Account-wide. It deletes recovery codes and is logged.
Scheduled for deletion	The status line shows the planned deletion date. No 2FA reset, no impersonation, no sessions card.
No active membership	No impersonation card. 2FA reset and sessions stay available.
Hidden companies	Only companies whose owner’s account is deleted are not listed.
Deleted accounts	The tab no longer opens.

Frequently asked questions

Why is the Disable 2FA button missing?

Disable 2FA appears only when the user has 2FA enabled and the account is not scheduled for deletion. You also need the Supporter role or higher. The staff role Partner never sees it.

Does disabling 2FA sign the user out?

No. The reset switches off 2FA for the account and deletes the recovery codes, but existing sessions stay open. The next sign-in asks only for the password, until the user sets up 2FA again.

Why is there no impersonation card for this user?

The card shows for staff with the Supporter role or higher. The user also needs at least one active membership, and the account must not be scheduled for deletion. Check the status line under the email address and the Status column of the Organizations table.

When will an account that is scheduled for deletion be deleted?

The status line on the user’s tab shows the planned deletion date and time. It is 21 days after a Super Admin approved the deletion. The nightly deletion run after that date removes the account.

Who is the email address in the Impersonated column?

It is the comrce staff member who opened that session by impersonation. Only impersonation sessions show an address there. The customer’s own sessions leave the column empty.

Can I end the customer’s own sessions here?

No. The end button appears only on impersonation sessions. Customers end their own sessions in their account settings. Deactivating a membership also ends their sessions in that company.

Why does a company the user belongs to not appear?

The Organizations table leaves out companies whose owner’s account is deleted. Deleted memberships still appear, with the status Deleted. So do companies whose owner is only scheduled for deletion.

Why are browser and device empty for an impersonation session?

Impersonation sessions record the browser and device of the staff member who started them. Older impersonation sessions were stored without that information, so their cells stay empty. The staff member’s email address in the Impersonated column identifies the session in both cases.

What does the 2FA method next to Enabled mean?

It is the stored method of the user’s two-factor authentication. Authenticator means an authenticator app, and Email means codes sent by email. The value appears as stored, without translation.

Troubleshooting

Symptom	What to check
The tab shows Could not load user info	Your role must be Partner or higher. Otherwise the account may be deleted.
Error disabling 2FA.	Reload the tab. 2FA may already be off.
The impersonation card is missing	Check your role (Supporter or higher) and the status line. The account must not be scheduled for deletion, and at least one membership must be active.
Failed to end impersonation	The session may have ended already. Reload the tab.
The user says they still need a code after the reset	They may be signing in to a different account. Compare the email address.

Still stuck?

Copy the user ID with Copy id, and note the time and what the customer sees. Send both to the development team together with the relevant audit log entries.

Related

• Working in a customer’s account with a service PIN
• Users
• A user’s membership in a company
• Complete a user deletion
• Help a customer from inside their account