Who this is for: Customer Care and operations staff with Sunrise access. What it does: opens a customer's portal exactly as they see it, so you can troubleshoot without asking for screenshots.

At a glance

1. In Sunrise, open the project and go to the customer's contact card.
2. In the myFreedom section, click myFreedom Impersonate User. The portal opens in a new tab.
3. A red banner across the top reminds you that you are impersonating.
4. Look around, then click Stop. The session also ends on its own after 30 minutes.

Step by step

1. Start from Sunrise

The myFreedom Impersonate User button is on the contact card of the project's primary or secondary contact. It only appears once that customer has finished registering. If you cannot see it, either the customer has not completed setup (see the sign-up page in this wiki) or your Sunrise role does not include it.

2. You are now in the customer's portal

Impersonating a customer. The red banner stays at the top of every page.

The banner reads "You are impersonating the user. Your actions are being logged right now." Opening the link signs out any other portal session in that browser.

3. Stop

Click Stop in the banner. After 30 minutes the portal signs you out automatically and reloads to the sign-in page.

What is real while impersonating

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Everything you save is saved as the customer. Editing account details, changing the secondary contact (which emails people and removes access), uploading a COI, or turning off texts all really happen. Look, do not touch, unless the customer has asked you to make the change.

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These are not saved while impersonating, so you cannot disturb them by accident: closing a banner, the customer's last-viewed project, and pop-up views.

Issues you might hit

Tips