Managing Users
The Users tab on the admin dashboard is a global, cross-account user search. Use it when a customer can't find their own account, when you need to see which accounts a person belongs to, or when troubleshooting login issues.
Where to find it
Settings → Admin → Users tab.
What it does
Searches every user on the platform — across every customer account. This is different from the per-account user list you see when you drill into an account, which is scoped to that account only.
Searching
- Email (partial match) — the most reliable identifier
- Name (partial match) — works if you have it but be aware of name collisions
- User ID (numeric, exact match) — useful for log triage
The search returns one row per user, with a list of accounts they belong to. A user with access to three accounts shows up once with three account links.
What you can do per user
Click into a user record to see:
| Field | Notes |
|---|---|
| Primary identifier; user types this when signing in | |
| Name | Display name |
| Accounts | Every account this user is a member of |
| Departments | Each (account, department) pair where the user has permissions |
| Last login | When they last successfully signed in |
| Active sessions | Devices currently signed in (mobile browser, dashboard, etc.) |
Available actions:
- Reset password — Generate a one-time reset link without sending an email.
- Force sign out everywhere — Invalidate every active session. Useful if you suspect a credential was leaked.
- Update email — Change the email on the account (e.g., user is migrating to a new address). Other users at the same account aren't affected.
- Impersonate (super-admin only) — Sign in as the user temporarily for support troubleshooting. Every action you take is logged with both your ID and the user's ID for auditability.
Common workflows
Customer says "I have an account but I can't find it"
- Users tab → search their email.
- If they show up, the Accounts column tells you which account they're a member of.
- Reply with the account name and the URL they should use to sign in.
- If they don't show up, they signed up under a different email — ask them to check.
Customer wants to switch their login email
- Search by current email.
- Open the user record.
- Update Email → enter the new email.
- Confirm with the customer that the change took effect — they should now sign in with the new email.
Old sessions remain valid until they expire; the user can keep working without signing out.
Suspected security incident
- Search by email.
- Force sign out everywhere.
- Reset password → send the link directly to a verified channel (not email if email is the suspected vector).
- Make a note in the ticket. If the account has admin/creator permissions on a customer account, escalate to a security review.
Cross-reference with accounts
Every user record links to their accounts. From a user → click an account → drop into Managing accounts for the full account view.
When investigating something account-specific (billing, screens, feeds), prefer to start from the account side. When investigating something user-specific (login problems, email mismatches), start from the user side.
Tips
Names are unreliable — multiple users can have the same name, and some customers don't fill in a name at all. Always confirm by email when you're sure you've got the right person.
Impersonation is logged but visible to the user in their own activity log. Don't impersonate without their knowledge.