---
title: "Letting your own admins see what a borrower sees"
slug: "85-letting-your-own-admins-see-what-a-borrower-sees"
updated: 2026-11-02T18:44:10Z
published: 2026-11-02T18:33:45Z
canonical: "docs.thebigpos.com/85-letting-your-own-admins-see-what-a-borrower-sees"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thebigpos.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Letting your own admins see what a borrower sees

Most borrower-visibility questions — "she says there is nothing to sign", "he cannot find the consent" — are settled in seconds by looking at the portal the way the borrower sees it. That has usually meant a support ticket for every one of them. It does not have to.

## Site admins can impersonate, once the flag is on

Impersonation is available to site administrators at your own company, controlled by a flag that is **off by default**. Ask BIG POS support to turn it on for your site.

No other account type can impersonate — not loan officers, not assistants, not processors. Site admins and BIG POS support staff only.

## What it is good for

- Confirming a document really is waiting in the portal before telling the borrower to look again
- Checking whether the borrower is signed in on the right account, and on the right loan
- Seeing which tasks are still outstanding from the borrower's side
- Settling "it is not there" against "I cannot find it" without a round trip

## Before you ask for it

Impersonation shows a live borrower's portal, including their documents. Decide who at your company should hold it and treat it as the access that it is. If you have a policy covering staff viewing customer records, this belongs under it.

## What it does not do

Impersonation shows you the borrower's view at that moment. It does not tell you why the view is wrong — for that, work through article 84 in order.

A view that looks correct to the admin while the borrower still reports a problem almost always means the borrower is signed in on a second account, or in an old browser session that needs closing completely.