When you work for several companies, destinations or clients, you have access to several customer accounts in gas. A customer account is the space that owns the connected profiles, data, reports and subscription. gas always shows the data of a single customer account, the one you currently have selected. Switching between them is handled by the switcher in the top bar, which is visible on every page of the application.
Before you start
- The switcher is offered only to users who have access to more than one customer account. If you have access to just one, the account name is merely displayed in the top bar and cannot be clicked.
- You cannot add access to another customer account yourself, its administrator has to invite you.
- You can find the list of accounts you have access to in Settings → User profile → Customer accounts.
Where to find the switcher
On a computer and on a tablet it is in the top right, next to the bell with notifications. You can recognise it by the building icon and by the small label Customer account, below which is the name of the currently selected account. If the account has a short name filled in, the short name is shown.
On a phone the top bar is narrower and the page name does not fit into it, so the switcher takes its place: the label Customer account with the account name below it. Tapping it opens the list across the whole screen, and you close it with the cross in the top right.
Steps
- In the top bar, click the name of the customer account.
- A list of all customer accounts you have access to opens. Each one shows its short name and, in smaller type below it, the full name if it differs from the short one.
- The account you are currently in is highlighted in colour in the list and cannot be clicked. That is fine, it is already selected.
- If the list has a search field, you can start typing part of a name. The list narrows down as you type, and the search covers both the name and the short name.
- Click the account you want to switch to. While the switch is in progress the list items are inactive so that they cannot be clicked twice.
- The list closes on its own and the application redraws itself for the selected account.
You can also open the list of accounts with the keyboard shortcut Ctrl + Shift + C (on Apple computers ⌘ + Shift + C). In the open list you move with the up and down arrows, confirm your choice with Enter and close the list with Esc.
How the switcher looks depending on the number of accounts
Its appearance differs according to how many accounts you have access to and which device you work on:
- One account. The switcher is not offered, the top bar only shows the account name as plain text.
- Two to five accounts on a computer or tablet. A small panel with the list of accounts unfolds below the button. At the bottom it reminds you of the keyboard shortcut.
- Six or more accounts on a computer or tablet. A panel slides in from the side of the screen with a search field at the top so that a long list can be filtered.
- Phone. The list always opens across the whole screen. With six or more accounts its header contains a search field, otherwise there is the heading Customer account.
Some accounts may have a small icon on the right:
- A lock icon with the label "You do not have permission for this customer account." Such a row is inactive and you cannot switch to it. It means no subscription is recorded for the account. Contact the administrator of that account.
- An icon with the label "Subscription expired" and a date. You can switch to such an account, but without a valid subscription you will only see Settings there, see below.
What happens next
- The page you are on reloads with the data of the newly selected account. You do not have to go back anywhere.
- The left menu is recalculated. Which sections you see there depends on the plan and add-ons of the selected account and on your role in it. Sections can therefore appear as well as disappear. For example, the tourism sections are offered only in accounts that have tourism in their subscription.
- If the page is not available in the new account, gas moves you to Overview and briefly shows the message "Access to this page was denied."
- Your role can differ from account to account. In one you can be an Administrator, in another a User or a Viewer, and what you are allowed to change differs accordingly.
- All data belongs to the selected account: connected profiles in Settings → Customer account → Linked accounts, reports, goals, campaigns, media monitoring and the numbers in graphs and tables.
- The bell with notifications does not change when you switch. It shows the notifications of your user account across all customer accounts together. When you open a notification and it takes you to some page, that page shows the data of the currently selected account, so after clicking check which account you have in the top bar.
- Switching is not signing out. You stay logged in under the same user account and you do not have to enter your password again.
- The choice is remembered in the browser where you made it. The next time you log in on the same device, gas returns you to the last selected account. On a different device or in a different browser it selects the first account with an active subscription.
Overview of customer accounts in your profile
The complete list of accounts you have access to is in Settings → User profile → Customer accounts. The page sums it up with the sentence "Here you have an overview of which customer accounts you have access to. If you want to add a new account, contact the administrator of that account."
The overview has the columns Short name, Customer account name, Role and Actions. The Role column states which permission you have in each account: Administrator, User or Viewer. On a phone the overview is displayed as cards, with the short name at the top, the full name below it and the role as a coloured tag.
Disconnecting your user account from a customer account
In the Actions column each row has a red icon with the label Unlink account. Unlinking means that you give up your own access to this customer account. It disappears from your switcher and from this overview and you will no longer see its data. The data of the customer account itself stays untouched, only your link to it is cancelled, and unlinking does not affect the other team members in any way.
- Open Settings → User profile → Customer accounts.
- On the account row, click the red Unlink account icon.
- The dialog Unlink customer account opens, asking whether you really want to do it and showing the account name. Read it.
- Confirm the unlinking with the Unlink account button. If you have changed your mind, close the dialog with the Cancel button.
- The row disappears from the list. To make the change show up in the switcher in the top bar as well, refresh the page in your browser.
You cannot let yourself back in. The application points this out with the sentence "If you want to get access back, you will need to contact the customer account administrator." Before you unlink an account, make sure you really do not need it.
On a phone the overview is displayed as cards and they do not have the unlink button. Do the unlinking on a computer or a tablet.
Common problems with the switcher and the list of accounts
I cannot see any switcher in the top bar
The switcher appears only when you have access to more than one customer account. The account name is always shown, but with a single account it is not clickable. Check in Settings → User profile → Customer accounts how many accounts are in the list.
An account I would expect is missing from the list
The list contains only accounts you have been invited to. If one is missing, ask the administrator of that account to invite you. If you have a lot of them and use the search field, check that it does not still contain the remains of an earlier search: the search covers both the name and the short name, and if there is no match the message "No results for" appears with your query.
An account has a lock icon and cannot be selected
No subscription is recorded for that account, so gas will not let you in. Write to the customer account administrator to sort out the subscription status.
The keyboard shortcut for switching accounts does not work
The shortcut works only when you have access to more accounts, and it does not respond while you are typing into a field (for example into a search box). Click outside the field first and try again, or use the switcher with the mouse.
Common problems after switching to a different account
After switching I only see Settings and a red Subscription status card
The selected account does not have an active subscription, and the card adds when the last one expired. In such an account gas only lets you into the Settings section. Either use the switcher to go back to another account, or arrange the renewal of the subscription with the administrator.
After switching I was thrown to Overview with a message about denied access
The page you were on is not available in the new account, for example because of a different plan or your different role. Continue from Overview, the left menu now matches the new account.
After switching some sections disappeared from the left menu
The menu is assembled according to the plan, add-ons and your role in the selected account. If you need a section in this account too, contact its administrator, it is a question of subscription or permissions.
After switching the pages are empty, no data
The newly selected account apparently does not have any connected profiles yet. Check Settings → Customer account → Linked accounts to see whether any profiles are connected in the account.
The message Error switching customer account or Customer account not found appears
Refresh the page in your browser and try to switch again. If the message keeps coming back, your access to the account may have been cancelled in the meantime. Verify it in Settings → User profile → Customer accounts and contact the account administrator if needed.
Common problems with the saved choice, notifications and unlinking an account
On another computer or in another browser I have a different account selected
The last choice is remembered separately for each browser. On a device where you have not switched yet, gas selects the first account with an active subscription.
A notification in the bell concerns an account I do not have selected
The bell collects notifications for your user account across all customer accounts and its content does not change when you switch. Before you start dealing with something from a notification, switch to the account it concerns.
I unlinked an account but I still see it in the switcher
The switcher keeps the list from the moment the page loaded. Refresh the page in your browser and the list will sort itself out.
I unlinked myself from my last customer account
After the page is refreshed, gas shows a message instead of the application saying that your account does not have access to any customer account, and offers signing out or deleting your user account. Only a new invitation from a customer account administrator can give you access back, so write to them.