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The Lightdash support access setting controls whether the Lightdash support team can impersonate users in your organization while helping with a support request. It’s an organization-wide consent toggle that’s off by default — support cannot impersonate anyone in your org until an admin opts in. This setting is separate from user impersonation, which lets your own admins impersonate users inside your organization.

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When to enable it

Turn this on when you’ve opened a support ticket and need the Lightdash team to reproduce a user-specific issue (for example, broken permissions, missing data, or a UI problem only one user sees) without having to grant consent again each time they investigate. You can leave it off the rest of the time, and turn it off at any time once your issue is resolved.

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How it works

When Allow Lightdash support to impersonate users is enabled, the Lightdash support team can impersonate users in your organization to reproduce the behavior you’re reporting. Support impersonation follows the same mechanics as in-organization user impersonation: Every impersonation session is audit-logged and time-limited: Lightdash records when the session starts and ends, and each request made during it carries both the impersonating user’s userUuid and the impersonated user’s userUuid. If the project requires users to provide their own personal warehouse credentials, queries run with the impersonated user’s credentials, including SSO-backed credentials. When the setting is off (the default), support cannot impersonate users in your organization.

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Who can change this setting

Only organization admins can change the Lightdash support access toggle.

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Enabling support access

  1. Go to Settings → General.
  2. Find the Lightdash support access card.
  3. Switch Allow Lightdash support to impersonate users on.
The setting saves immediately. Flip the same switch off to revoke access.