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When you need to verify what a customer sees in the Customer Portal, you can create a self-service login token from their subscription detail page. This opens the Self-Service Center as that customer, so you can reproduce issues and check the full experience from their point of view.

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When to use this

This is useful when you want to:
  • Reproduce an issue reported by a customer
  • Check whether a portal setting or configuration works as expected
  • Verify what actions are available for a specific subscription
  • Test flows such as changing plans, updating payment methods, or managing products

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Create a self-service login token

  1. Go to Customers in the Firmhouse portal.
  2. Open the customer you want to test as.
  3. On the customer’s Subscription details page, scroll down to Self-Service Center logins.
  4. Click Create login token.
Firmhouse will generate a unique login link for that customer.

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Log in as the customer

  1. In the Self-Service Center logins section, find the newly created login token.
  2. Click the generated login link.
  3. A new page will open and log you into the Customer Portal as that customer.
You can now review the portal exactly as the customer sees it.

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What to check

Common things to verify:
  • Whether the customer can access the portal at all
  • Which actions are available for the subscription
  • Whether products, plans, prices, and invoices look correct
  • How the portal behaves for paused, canceled, overdue, or active subscriptions
  • Whether specific flows such as payment updates or product changes work as expected

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Important

Any changes you make while logged in as the customer affect the real subscription. Be careful when testing actions such as:
  • Updating payment methods
  • Changing plans
  • Adding or removing products
  • Canceling a subscription

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Security notes

  • Each self-service login token is unique to one customer
  • Login tokens expire after a limited time
  • Token creation and usage are logged in Firmhouse