Legacy Software Troubleshooting

To impersonate a user in the Software, utilize the Auth0 Dashboard:

1. Go to the Users page in the Dashboard.
2. Search for the User and click the name of the user you want to impersonate.
3. When the User Details page opens, click the ‘Sign In as User’ button.
4. Select “Pi-Production” from the drop-down list.
5. Select the ‘open new tab’ option from the “Server side app” box.

Auth0 will then open a new instance of the Software as the selected User. 

You can double check this by looking in the top right corner of the software.  The name listed should be the full name of the user you are impersonating.  If it is not the correct user, the user you are trying to impersonate may either,

A.  Be an inactive user OR
B.  The client account may be retired or on hold.

Check Salesforce to see if either of these could be the issue.