What this screen is for
Almost every support conversation starts with an email address. This screen turns that address into the record behind it: whether the account exists, whether it was ever verified, whether it is locked out right now, and which organisations it belongs to.
What each control does
- Search
- Matches the email address or the display name, anywhere in either. Leave it empty to list everyone.
- Status
- Narrows to active, invited or disabled accounts. An invited account is one somebody was invited into and has not accepted; a disabled one cannot sign in at all.
- A row
- Opens the account in full.
The list is paginated and sorted by address. The address is unique, so the order is stable - which matters more than it sounds: a list with ties can hand you the same row twice and silently skip another as you page through it.
How to read the account screen
- Verified
- Whether the address was ever proved. An account with an unverified address cannot mint an API token, which is the usual cause of "my token request is being refused".
- Locked until
- A sign-in lock-out after repeated failures. It expires on its own; it is not a ban.
- Failed sign-ins
- Consecutive failures since the last success. It resets to nothing on a successful sign-in.
- Seats
- Every organisation this person holds a seat in, and the role they hold there. One person can hold seats in several organisations - that is the agency case, and it is why an account is not the same thing as an organisation.
- Platform administrator
- Whether this person can reach this console. It is shown, never edited: there is no control anywhere in the product that grants it.
What to do next
- To change what an account is entitled to, open one of its organisations - entitlements belong to the organisation, never to the person.
- If somebody cannot sign in, check the lock-out before anything else. It expires by itself and the answer is usually "wait, then try again".
- If somebody cannot mint a token, check whether the address was verified.
What this screen does not do
It cannot change anything about a person: not their address, not their password, not their status, and not their platform administration. Everything support is allowed to change belongs to an organisation and is on the organisation screen.
It shows no password material of any kind. None is stored in a form anything could display.