Summary
Learn how masquerade‑only users allow authorised staff to act as another user in Box+Dice without providing direct login access, while maintaining accurate audit logs and billing.
This article covers:
- About masquerade‑only users
- Key limitations and behaviour
- Add a masquerade‑only user
- Manage masquerade access for users
- Masquerade as another user
About masquerade‑only users
Masquerade‑only users are special user accounts in Box+Dice that allow authorised staff to temporarily act as another user without granting that user direct login access.
They are commonly used for troubleshooting issues, testing permissions, validating workflows, and providing internal or franchise‑level support. When a real user masquerades as a masquerade‑only user, actions appear in the Box+Dice interface as if they were performed by the masquerade‑only user, while audit logs continue to record the identity of the real user.
This approach helps teams replicate user behaviour safely, investigate issues, and provide support without sharing credentials or impacting real user accounts.
Key limitations and behaviour
Masquerade‑only users behave differently to standard users.
- They cannot sign in directly
- They must be accessed by masquerading from a real user
- They cannot be converted into a real user, and real users cannot be converted into masquerade‑only users
- They cannot be assigned the Franchise Admin role
- They are treated like standard users for billing purposes
- OKTA and SSO settings are not available for masquerade‑only users
Admin users cannot view masquerade‑only users outside their own office group.
Add a masquerade‑only user
Once enabled, masquerade‑only users can be created directly from the Staff area.
To add a masquerade‑only user:
- Go to: More > Staff
- Click + Add
- Enter the user’s first name and last name
- Tick Masquerade only
- Tick the box to confirm you agree to the terms and conditions
- Click Add New User
Selecting Masquerade only hides the login email field automatically.
Manage masquerade access for users
When the feature is enabled, a Masquerading button appears at the bottom of the Staff screen.
This allows authorised users to control which masquerade‑only users another user can access.
To assign or remove masquerade access:
- Go to: More > Staff
- Select the real user
- Click Masquerading
- Select or remove available masquerade‑only users
- Click Save to save your changes
Note:
- If the logged‑in user does not have the required permission, the button appears greyed out with a tooltip
- Inactive masquerade‑only users do not appear and are removed automatically
Masquerade as another user
Users who have been granted masquerade access can switch into a masquerade‑only user at any time.
While masquerading:
- Actions appear in the UI as if performed by the masquerade‑only user
- Audit logs record the real user’s identity
- Two real users can masquerade as the same masquerade‑only user simultaneously
To start masquerading:
- Click your Name
- Click the Masquerading search field
- Select one of the available masquerade‑only users
To stop masquerading:
- Click the login chevron
- Select Stop masquerading