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When troubleshooting issues or verifying customer scenarios, you can generate a self-service login token to access the Self-Service Center (My Account Portal) as if you were the customer. This feature is particularly useful for support staff who need to debug problems, verify what customers see, or walk through specific workflows from the customer’s perspective.

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When to use this feature

The self-service login token is helpful in several situations. You might use it when a customer reports an issue with their account portal and you need to see exactly what they’re experiencing. It’s also valuable when you want to verify that a configuration change appears correctly from the customer’s point of view, or when you need to walk through a specific workflow like changing a subscription plan or updating payment details to understand what the customer will encounter.

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Generating a self-service login token

To generate a login token for a specific customer, navigate to the customer’s subscription detail page in the Firmhouse portal. You can find this by going to Customers and clicking on the customer you want to test as. On the subscription detail page, look for the “Self-Service Center logins” section near the bottom of the page. This section shows any previous login attempts and provides the option to generate a new login token. Click the button to generate a new self-service login token. The system will create a unique, time-limited URL that you can use to access the Self-Service Center as that customer.

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Using the login token

Once you’ve generated the token, you’ll receive a URL that you can open in your browser. This URL will automatically log you into the Self-Service Center with the customer’s account, allowing you to see and interact with their subscription exactly as they would. Keep in mind that any actions you take while logged in as the customer will affect their actual subscription. Be careful when making changes and ensure you’re only performing actions that are intended to help resolve the customer’s issue or verify their experience.

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Testing scenarios and best practices

When using a self-service login token for testing and debugging, the following scenarios are commonly useful:
  • Non-paid or overdue accounts – verify which actions are available and which parts of the Self-Service Center are restricted.
  • Payment method updates – ensure customers can add or update payment details and see the correct confirmation or error states.
  • Plan changes – confirm available options, pricing, and messaging when upgrading or downgrading from the customer’s perspective.
  • Subscription items and add-ons – check if active items, add-ons, and quantities are displayed correctly.
  • Error states and restricted actions – understand how the portal behaves when an action is not allowed or fails.
  • Subscription status differences – verify UI behavior for active, paused, canceled, or overdue subscriptions.
Important considerations
  • This feature modifies real customer data – actions such as updating payment methods, switching plans, or canceling subscriptions affect the customer’s actual subscription and should be performed with care.

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Security considerations

The login tokens are designed with security in mind. Each token is unique to the specific customer and has a limited validity period. After the token expires, it can no longer be used to access the account. This ensures that even if a token URL is accidentally shared or exposed, it won’t provide permanent access to the customer’s account. All login token generations are logged, so you can track when tokens were created and used. This audit trail helps maintain accountability and can be useful for reviewing support interactions.