Log in as an account holder

You can log in as an account holder to see Swimio the way they see it. For example, to help them add a student or put a student on a waitlist. Swimio records everything you do against your own name.

What you need before starting

You are a Super Administrator or a Manager. Instructors cannot log in as an account holder.
The account holder has no staff account with the same email address. Swimio does not let you log in as a person who is also staff.
You are not already logged in as another account holder. Return to your own account first.

Log in as the account holder

Open the account holder’s profile. See Open a profile.
Select Action. The Account holder options window opens.
Select Login as this account holder.
Swimio says You will be signed in as this account holder. Everything you do will be recorded against your name. Select Yes, sign me in.

Result: Swimio opens the account holder’s dashboard. A yellow bar at the top of every page says You are signed in as and the account holder’s name, and Everything you do is recorded.

While you are logged in as the account holder, you are logged out of your staff account. You cannot open staff pages until you return.

While you are logged in

The yellow bar shows Time left. The session ends when the time runs out.
You can do what the account holder can do. For example, add a student, or put a student on a waitlist.
You cannot change their email address, their password, or a payment method. Swimio shows You cannot change this while signed in as an account holder. Return to your own account first.
Swimio records your actions against your own name, not only the account holder’s. It also records when you logged in and when the session ended.

Return to your account

Select Return to my account on the yellow bar.

Result: Swimio logs you back in to your staff account and opens the account holder’s profile.

When the session ends by itself

Swimio ends the session and opens the login page when:

The time runs out. The login page says The session ended: Time limit reached.
Someone removes your permission to log in as an account holder. The login page says The session ended: Permission removed.
Your staff account is switched off. The login page also says The session ended: Permission removed.

Swimio does not log you back in to your staff account. Log in again as usual.

Who is told

Two settings in your company settings decide who gets an email when a staff member logs in as an account holder:

Email the account holder when a member of staff signs in as them. When this is ticked, the account holder gets an email.
Notify this address. Swimio emails this address every time. Leave it empty to email nobody.

Both are off unless your organisation turns them on. See Company settings.

Common problems

Problem	Why it happens	What to do
Login as this account holder is missing	You do not have permission to log in as an account holder.	Ask your Swimio administrator.
This person also has a staff account, so you cannot sign in as them.	The account holder’s email address is also used by a staff account.	Help them from their profile instead.
You are already signed in as an account holder. Return to your own account first.	You are still logged in as another account holder.	Select Return to my account on the yellow bar, then try again.
You were sent to the login page	The session ended. For example, the time ran out.	Log in again with your staff account.