Hub operator administration

This page is for authorized Awthy support operators. Customer company owners should use Companies and members.

Review a support request

Sign into the operator dashboard with your operator account.
Search for the account or user using the minimum non-secret identifier needed.
Confirm the company and exact site before reviewing membership, access, or backup status.
If a correction is necessary and your role permits it, choose the explicit target, enter the reason, and submit.
Recheck the resulting state, record the non-secret support outcome, and end the operator session.

Example: for an expired colleague invitation, confirm its company and email before cancelling the pending invitation. Do not change unrelated memberships to work around a sign-in issue.

Expected result: the support question is answered or a permitted correction is visible. Operator access never signs you into a customer account.

Available actions and limits

The operator dashboard provides aggregate counts, bounded account and user lookup, recent install state, operational backup status, exact-site access inspection, and internal operator management. Use the least sensitive identifier that can answer the support question. The Hub never signs an operator into a customer account.

Staff operators can inspect customer, access, and operator state. They can make the narrow support corrections shown by the interface, such as renaming a company or cancelling a pending invitation. Full system admins can also change customer memberships and scopes, revoke customer sessions and delegated access, suspend or reactivate a company, and manage operator access. Full-admin changes cannot self-elevate or remove the final active full admin. Every privileged correction requires an explicit target and reason and writes through the same audited domain owner used by the customer workflow; audit failure rolls the state change back.

Company suspension blocks new customer work immediately and revokes existing sessions, pending invitations, and delegated grants. It also disables invited and non-owner memberships while preserving active owners for administration. Reactivation permits new sign-ins again; it does not restore revoked sessions, invitations, grants, challenges, or disabled memberships. Retained site and recovery data remains available for the supported retention and cleanup flows.

Search input is bounded and results are display-safe. Do not paste credentials, session cookies, claim codes, recovery codes, or raw security logs into lookup fields or support notes.

End the operator session when the review is complete. Escalate missing backup status, an unexplained effective-access result, or unexpected ownership state through the approved internal operations path.