Contents

• Overview
• What is Impersonation?
• ⚠️Important Notes
• Step-By-Step Instructions
  • Start Impersonating a User
  • Navigate as the Impersonated User
    • Troubleshooting Examples
      • 💡 If an applicant can't submit an application:
      • 💡 If a reviewer can't submit feedback:
      • 💡 If a Program Owner, Manager, or Staff can't access a page or complete an action:
  • Finish Impersonating a User
• Related Articles

Overview

This article shows Organization Owners how to impersonate a user in Next. 
 

What is Impersonation?

Impersonation lets you view Next exactly as another user sees it. 

• Common uses: 
  • Troubleshoot a reported issue, like missing data or an unexpected error.
  • Verify permissions and access levels, like confirming why a Program Staff user can't access a page.
  • Guide a user in real time by seeing the exact screens they see.
  • Complete an action on behalf of a user who needs direct assistance, like submitting a draft application or completing a revision request for an applicant.
• Who can impersonate a user: 
  • Organization Owners
  • *Client Admins (Submittable Support Staff)
    
    *Organization Owners must invite Submittable Support Staff as Client Admins to the organization to help troubleshoot/impersonate. For invitation instructions, see ➡️ Invite Submittable Support as a Client Admin User (coming soon).

⚠️Important Notes

• Who you can impersonate: 
  • Program Owner
  • Program Manager
  • Program Staff
  • Reviewer
  • Approver (This role is only available if approvals are enabled for your organization)
  • Applicant

• Session timeout: An impersonation session ends automatically after 15 minutes of inactivity.
   
• Audit logging: Activity performed while impersonating a user is logged in the audit log. The log shows both the impersonated user and the Client Admin or Organization Owner as the actor.
   
• Acting on behalf of a user: Reserve this for cases where the user needs or has requested direct assistance, such as not having access to a computer. 

Step-By-Step Instructions 

Start Impersonating a User 

1. Click your profile icon or name in the upper-right corner of the screen. 
   
   
    
2. In the dropdown, click and hold your user information until menu items appear.
   
   
    
3. Select Impersonate from the menu. 
   
   

4. In the Impersonate User window, use the dropdown to select a user, or enter the name or email address of the user you want to impersonate in the “Search users” box.
   
   

5. Select the correct user from the results list.
   
   
    
6. Click Impersonate in the bottom-right corner of the pop-up. 
   
   

• The user’s portal will load, and you will become an “Actor” on their account. 

Navigate as the Impersonated User 

1. Confirm the user’s name, email address, and assigned role:

   a. Click their profile icon or name in the upper-right corner of the screen. 
   
   

• You'll see the impersonated user's name and email address on screen. Your own email appears next to the word "Actor," confirming you're impersonating them rather than logged in as them directly. 
   

2. In the dropdown, click and hold their user information until more information appears.
   
   
    
3. Verify the user’s Name, Email, and Roles.
   
   
    
   • The "Roles" field shows one of two general categories: 
     • organization_constituent: The user is an Applicant
     • organization_member: The user is a Program Owner, Program Manager, Program Staff, Reviewer, or Approver
       
       Once you open a specific program, a comma follows the general role and shows the user's exact role in that program — for example, "organization_member, program_owner" (for a Program Owner), or organization_constituent, program_constituent" (for an Applicant). This is especially helpful to check when a user expects permissions they don't actually have.
        

2. Navigate through the platform as the impersonated user to identify the issue and/or observe their experience. 

Troubleshooting Examples 

💡 If an applicant can't submit an application:

1. Click Applications in the top menu, then click Continue on the far-right of the application you want to open.
   
   
    
2. Attempt the same action they described.
   • Look for incomplete fields, missing sections, or validation errors that may be preventing submission.
      
3. Send the applicant screenshots or instructions showing exactly what to fix or submit the application on the applicant’s behalf (when applicable). 

➡️For more help troubleshooting application submission issues, see Trouble Submitting an Application or view our Applicant Help Articles. 
 

💡 If a reviewer can't submit feedback:

1. If the reviewer has assignments in multiple programs, navigate to the appropriate program: Click Programs in the top menu, then click View Program in the program card. 
   
   
    
2. Click Review Assignments in the left-hand menu to view their list of review assignments. 
   
   
    
3. Click the hyperlinked Applicant Name to open the relevant assignment.
   
   
    
4. Attempt the submission process.

➡️ For more help troubleshooting reviewer issues, see our Reviewer Help Articles. 
 

💡 If a Program Owner, Manager, or Staff can't access a page or complete an action:

1. Confirm their role has the permissions needed.
2. Navigate to the page or feature they mentioned.
3. Attempt the same action they described.

➡️ For more help with member permissions, see Understanding Member Types: Roles & Permissions or search the Next Knowledge Base for articles outlining specific administrative tasks.
 

Finish Impersonating a User 

1. When you’re finished impersonating, click the user’s profile icon or name in the upper-right corner of the screen. 
   
   
    
2. Select Log Out from the dropdown menu. 
   
   

• You’ll be logged out of the platform. (Note: Logging out ends your own session too, not just the impersonation, so you’ll need to log back into your admin account).
   

Related Articles

➡️ Invite Submittable Support Staff as a Client Admin User (coming soon)

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