Initiating a session: Lookup code

What is the Lookup code?

The Lookup code is a four digit code linked to each of your users, it is unique to each user so you can use it to find their browser.

Use the Lookup code when:

• you're on the phone with them

• you can't search using their credentials (name, email address) because they haven't logged into their account

• you haven't passed their credentials through our code

• an integration isn't working for the moment

How to use the Lookup

1. Ask your user for their Lookup code, how they find it depends on how you've decided your users reveal it (widget, "control" key, or ). Read How to display the Lookup code.
   

2. Input it into the search page (https://userview.com/)
   

3. Start cobrowsing session

Troubleshooting

Can't find the Lookup code

• You might need to give the system a moment to detect that the user is online

• Don't use an old code you had for them previously, they could be on a different browser which will have a different code

• Check with a team admin how it's set up, they can check on their settings (https://app.upscope.io/settings/teams/_/search), it could be the keyboard shortcut setup

• It might not be enabled at all

• UserView isn't installed on the page they're on