Account management capabilities

Account management empowers your support team to provide guided help for customers in every aspect of their accounts, all within a no-code or low-code interface.

Support teams can quickly address and resolve issues related to:

• Personal information (account attributes)
• Authentication (authenticators)
• Identity verification (identity verification)

Activity logs provide insights into various account events to diagnose setbacks customers ran into. Consent logs help you see on an account basis where you stand with fulfilling compliance requirements.

Customer support can also manage group memberships that control which contents an account has access to.

Account listing

Your support team can start assisting customers in the Account management menu in the Admin Console.

Available accounts will be listed by identity stores. You can switch between identity stores using the drop-down on the left. Once you're in the right identity store, you can find accounts by specific parameters by selecting the filter icon on the left.

Account search

Your support team can track down accounts by various parameters in an instant using account search and filtering where you can filter based on identifiers, attributes, date, and membership. The selected search fields will be displayed at the top for easier access until deselected.

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You can learn more about search and filtering options here.

Account quick actions

Some actions can be accessed on the main tab before taking a deeper dive into account management. Quick actions appear in the list header when one or more accounts are selected.

Account statuses

Account labels allow you to take a quick glance at the status of an account.

Email and phone verification

An identifier (email or phone) is considered verified if it is successfully confirmed during account activation or if it has been enrolled as an MFA method.

Failed attempts

This section shows the number of failed login attempts associated with an account:

• Password failed attempts: The number of incorrect password entries.
• OTP failed attempts: The number of incorrect one-time password (OTP) entries.

These counts help support agents identify potential lockout risks and troubleshoot login issues more effectively.

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Account overview panel

Important customer information and essential account actions are always readily accessible in account profiles. Account details that identify the customer remain visible as you navigate between tabs

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Administrator permission

Sensitive actions such as downloading account information and impersonating accounts require the proper administrator role with the proper permissions. Admin roles

Account attributes

Customer service can make changes to an account's basic profile information here.

Attributes can be configured on an identity store basis. Every attribute is available here that's made visible in the Admin Console. Every attribute can be modified where editing in the Admin Console is allowed.

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Notification available

Customers can be notified about this type of update. You can check the Customer notifications section for more information about which branding and notification policies can be applied in different scenarios.

Account event logs

While troubleshooting problems for a customer, your service desk can pull up every event log related to the account in the Activity tab:

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For more information, see our detailed description of account event logs.

Notifications

The Notifications tab provides a comprehensive view of all outbound messages sent to a specific customer. This feature is designed to help customer support teams easily understand and trace the notifications delivered, along with their associated details.

Each notification entry includes the following key information:

• Date: When the notification was sent.
• Target: The recipient’s email address or phone number (with SMS/voice call indicator).
• Notification template, policy: The name of the template used for the notification and the policy applied to construct the notification.
• Expiration time: If applicable, the expiration date and time for notifications triggered by time-sensitive content, such as registration or one-time passcode links.
• Notification content: Select the eye icon at the end of a row to view the notification's content. Sensitive information, such as OTPs and magic links, is not displayed.

Groups

Group memberships of an account can be managed here. Every group that the account is a member of is listed.

The account can be added to any group available in the identity store. The account can also be removed from any group.

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Removing group memberships will block access for the customer to applications where group restrictions apply.

Roles

The Roles tab contains every role currently assigned to the account.

Multiple roles

An account can take on more than just one type of role.

Cross-organizational permissions

Roles are not restricted to specific organizations: you can grant the same permission to multiple organizations.

Also, an account can have role-based access to any of the organizations living in the identity store. Organizational membership is not required to have permission to a specific organization, only role-pair assignments count.

You can assign a new role with the + Assign role button. A role assignment dialog will open where you can specify the organization and the role you want to assign to the user:

Authenticators

When customers contact your service desk for help recovering their accounts, your support team is equipped with the right tools to address authentication-related issues. Customers could be facing a variety of challenges, including a forgotten password, identity verification failure, lost authentication devices, or account lockout from too many login attempts.

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Notification available

Customers can be notified about authenticator updates. You can check the Customer notifications section for more information about which branding and notification policies can be applied in different scenarios.

Send password reset email

Customer service can initiate a password reset for an account. The password reset notification will provide the customer with a secure link to self-service reset their password.

Password change

When left with no other option, service desk personnel can opt to change a customer's password directly from the Admin Console.

Add new authentication methods

You can provide customers with secondary authentication methods from the Admin Console. Customer service can also add a new email address or phone number to a customer's account:

Delete an authentication method

If customers lose their mobile devices or can't log in to their email accounts, customer service can help with just a few clicks by removing those methods.

Current sessions

Customer service can manage the active sessions that a customer is still logged into across devices.

Available information

• browser type
• geographic location and
• IP address from where the session originated

Sessions can be terminated manually here. In the event of session termination, any access from that browser will cease. If a customer uses that same browser again, they will be required to re-authenticate.

Identity verification

Customer service can manually verify a customer's identity in case the user can't get through the identity verification flow, but your team has ample proof to establish trust in the identity.

1. You can start by clicking '+ Manually verify identity'.

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A popup opens where you can select an identity verification policy. A policy has to be selected to apply a verification method to the account.

2. You can select the identity verification policy that contains the verification method(s) you want to apply to the account.

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Revoke verification

Identity verification can also be revoked in case the identity carries a risk. You can revoke a verificaiton by clicking on the icon with the red outline at each entry.

Consents

Here, your team can access the consent history of the account. You can get access to this data from account information download files to satisfy data requests according to your regulatory and privacy standards.

The consent log contains

• the list of consents customers have agreed to,
• the time of the agreement,
• and the time of opt-out for outdated consent versions or manually revoked consents.

Customer notifications

Customer service can notify customers about the changes made to their account, whether it's an update to profile information or enrollment of new authenticators. In every case, a client needs to be selected to send the notification.

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Changes take immediate effect.

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This guide indicates which support actions notifications are available for.

About clients

Clients provide customer journeys: customers get access to their accounts through them. The policy configurations you apply to applications and/or organizations are implemented by clients. However, configurations apply conditionally to clients: the experience customers will ultimately see on their screens doesn't only depend on what's assigned to the application but also on the type of account using that client.

Scenario #1 If the customer is part of an organization, then only clients that belong to organizational applications, in general, can be selected. In this case, the customer experience (in this case, branding and notifications) of the client is determined by the organization that the account is part of.

Scenario #2 If the customer is not part of an organization, then only clients that belong to non-organizational applications will be listed. In this case, the branding and the notification policy of the application will apply to the notification.