Users and accounts

What it is for

Use the Users page to answer questions like:

• "A customer says checkout failed yesterday. What did they do?"
• "Who was active this week, on which browser, from which country?"
• "Which people at Acme Corp used the product this month?"
• "Who dropped out at the pricing step?"

How it works

Every stored event carries one user id:

• After identify, the id is the value your app passed to identify, or to your analytics SDK's equivalent.
• Before identify, the id is an anonymous id that the SDK creates for each browser or app install. On Users, it reads "Anonymous visitor" and the first 6 characters of the id, such as "Anonymous visitor 01a0f6…".

Sequential uses the id exactly as your app sends it. If your app identifies one person with two different values, Sequential counts two users.

With the Sequential SDK, PostHog or Mixpanel, the Users page also uses the link that identify sends. It counts an anonymous id's events under the value that your app identified it with. User detail and a User ID filter use the link too. A filter by the identified value, or by a linked anonymous id, shows that person once, with all their events and sessions. See Users and identity.

An event without a user id is not a user. The Users page does not show it as a row, and the tiles do not count it. Under the tiles, one line counts these events, for example "399 events in 11 sessions in this period aren't linked to a user." The line uses the same dates and filters as the table. When the count is 0, the line does not show.

An event without a session id is not a session. The Sessions column and the Total sessions tile do not count it.

Find a customer who reported a problem

1. Click Users in the sidebar.
2. In the toolbar, set the dates to include the day of the problem.
3. Click + Add filter. If the filter already has conditions, click Edit filters, then + Condition.
4. Under Field, choose User ID.
5. Under Value, enter the exact value your app passes to identify for that person.
6. Click Apply. This applies the dates and the filter together.
7. In the Who column, click the user. User detail opens.

There is no partial or case-insensitive search.

If the page says "No one with this id in this project.", no event that Sequential keeps has this id, in any dates. Check that you have the exact id your app sends.

Read User detail

The top of the page shows the person:

• The name, else the email. A person with neither reads "Person", or "Anonymous person" before identify. A badge says Identified or Anonymous. The id is under the name.
• A line of facts: the email, the account, its plan, such as "Free plan", and its number of people, such as "3 people in the account", First seen and Last seen, and the country, browser and operating system of the latest event. The account opens the account's page. A fact that Sequential does not know is left out.
• All events opens the person's events on the Events page.

The stats under it count all the data that Sequential keeps for the person, whatever the dates. Each stat says "since first seen":

• Sessions.
• Time in recorded sessions: for each session, the time from the person's first event to the last one, added up.
• Sessions with errors: the sessions with a JavaScript error. Failed requests do not count here. On Accounts, "sessions with problems" counts both.

Traits, "sent by your app", lists the person's user properties: the newest value of each property that is not blank, up to 50, by name. Your app's own properties come first. The properties that start with $ come after them. A $ property is not shown when the property with the same name without $ has the same value, for example $email and email. When there are more than 50, the card says "Your app sent more traits than this card shows." If your app sends none, it says "Your app sent no traits for this person." and links to Identify your users.

Findings in the last 7 days lists up to 20 findings that the person's own events hit, the most recently seen first. Each row shows the finding's number, its kind, whether it is open or dismissed, its title, its page, and in how many of the person's sessions it was seen. With none, it says "No finding in the last 7 days touched" and the person's first name, or "this person". If Sequential cannot read the findings, it says "Findings are unavailable right now." with Retry.

The Sessions card lists the person's sessions in the dates of the date bar, by day, the most recent activity first. Each row shows:

• the time span, from the start to the last activity, in your time zone, for example "21:10–21:21", and the duration. When both ends are in the same minute, it shows one time;
• the first page and the number of pages, for example "/checkout → 4 pages". When Sequential has no first page, the row shows the path of the latest page, with no number;
• the verdict of background judging, or "Not judged yet";
• "3 errors" for JavaScript errors in the session, "2 rage clicks", or "Completed", and the text of the first error.

On the right of each row:

• Watch opens the replay. Watch from 1:24 opens it at a moment that the judge marked, with the Insights panel open.
• In its place, a chip shows "Processing · ready by 14:05", with a time, while Sequential prepares the recording. It shows "Expired" after the replay period, "No recording" when there is no recording, or "Couldn't check recording".
• Up to 200 sessions get this state with the list. The other sessions get it when they come into view. Until then, a dim "…" ("Checking recording…") shows in place of Watch and the chip. It shows from the moment the list appears, so Watch never shows before Sequential answers.
• A "Processing" session checks again after the time in its chip. When the recording is ready, Watch shows without a reload.

The card shows 100 sessions at a time. Load more shows the next 100, and "N of M" counts all of them. With no session in the dates, it says "No sessions in these dates."

If Sequential cannot read the person, the page says "This person's data is unavailable right now." with Retry. The Sessions card still loads. If more than 200 ids point to the person, often a shared or a test login, the page says "This person has too many linked ids to total here." and lists the sessions only.

Open a user's sessions and replays

In the Users list, open the ⋯ menu at the end of a row:

Choose	Result
Show sessions	The Sessions page, filtered to that user. Each recorded session has a replay link.
Show events	The Events page for that user.
Copy user ID	Copies the user id.

The user in the Who column links to User detail.

The Accounts list

Click Accounts in the sidebar, under Explore. The list shows every account of the project, up to 10,000, the ones with problems first.

Above the list are the filters: From and To, Plan, and a box for an account name or id. Click Apply to apply them together. To filter by health, use the health chips. See Health below. The first time, the dates are the last 30 days. The page keeps the dates and the filters in its address, so you can share a link to them.

Each row shows:

• Account: the account's name. An account without a name reads "Account" and the start of its id. The id is under the name. Click the name to open the account's page, with the dates of the list.
• Plan: the account's plan, or "not set".
• People (active / all): the people active in the dates, and all the people of the account, for example "9 / 14". Click it to open Users with a filter for that account. From 14 October 2026, a person counts in an account only when one of their own events carries the account id. Before, every person of a session that carried the account counted. The two differ only when two people used one session, for example on a shared device.
• Sessions: the sessions in the dates that carry the account. Click it to open Sessions with a filter for that account.
• Health: "3 sessions with problems", "Healthy" or "Quiet 4 days". Click a count of problems to open Watch with only those sessions.
• Sessions per day: the sessions of each day in the last 30 days, ending today. The dates of these 30 days are under the column name. This column does not change with your dates.
• Last active: when the account was last active, at any time.

The list shows 50 accounts at a time. Use Previous and Next for the other pages. Under the list, a line counts the sessions in the dates that have no account, for example "11 sessions in this range had no account".

Accounts come from Pendo, from the account.id you pass to pendo.initialize, and from the Sequential SDK, from sequential.account(id, traits). See Sequential SDK. Group calls from PostHog (posthog.group), Mixpanel (set_group) and Amplitude (setGroup) are not used for accounts yet. From the Sequential SDK, Sequential reads an account id only from the top-level account_id of an event, never from an event property named account_id. The id can be a string or a number. Sequential trims it and keeps an id of 1 to 200 characters. A longer id gives no account: Sequential does not cut it.

Health

• With problems: at least one session of the account in the dates had a JavaScript error or a failed request. A request that the page or the browser stopped is not a failure.
• Healthy: the account had sessions in the dates, and none had a problem.
• Quiet: the account had no session in the dates. "Quiet 4 days" counts the days since its last activity.

Over the list, a chip for each health shows how many accounts have it, with your dates, plan and name filters. Click a chip to show only those accounts. Click it again to show all of them. The title of the list names the health that you chose, for example "Accounts with problems".

The list shows the accounts with problems first, the most sessions with problems first. Then it shows the healthy accounts and the quiet accounts, the most recently active first.

Name and plan

Sequential reads an account's name and plan from the account properties that your app sends. For the name, it uses the first of $name, name, company_name, account_name, organization_name, organisation_name, org_name and business_name that has a value. For the plan, it uses plan, $plan or plan_name. Sequential keeps the newest value of each property that is not blank, so a later call without the name does not remove it. With the Sequential SDK, these properties are the traits of sequential.account(id, traits).

Find an account

Type an account's name, or a part of it, in the box. Upper and lower case do not matter for a name. You can also type the full id of an account. An id must match exactly, with its case.

Read an account's page

Click an account's name on Accounts to open its page. The account on a person's page, in the replay header and on a replay event (View account) also opens it. A session belongs to the account when one of its events carries the account id.

The top of the page shows the account:

• The name, else "Account" and the start of its id. The plan shows as a badge. The id is under the name.
• A line of facts: Created and the day of the account's first event that Sequential keeps, and the number of its people. The number of people opens Users with a filter for the account.
• From and To, with Apply. Without dates in the address, the page opens on the last 7 days, today included, as UTC days. A link from Accounts keeps the dates of the list. A link from a replay opens on the session's day, the day before and the day after.
• Watch 3 sessions with problems, with the number, when the account had sessions with problems in the dates. It opens Watch with only the account's sessions with problems.

A line over the stats names the dates and says what they change, for example "Oct 8 – Oct 14, 2026 (7 days), compared with the 7 days before. Findings: the last 7 days." The stats are:

• Active people: the people of the account who were active in the dates, "of" all its people. Under it is the change from the same number of days before, for example "+2 vs previous 7 d".
• Sessions: the account's sessions in the dates, with the change in percent.
• Sessions with problems: the sessions with a JavaScript error or a failed request, "from" the number of people who had them.
• Open findings that hit them: the open findings that the account's sessions hit in the last 7 days, with the first three numbers, such as "F-12, F-9".

A stat that Sequential cannot read shows "Unavailable", never 0.

The cards under the stats:

• People in this account: up to 6 people, from all the data that Sequential keeps. The card lists the same people that the count above it counts. The people with the most sessions with problems in the dates come first, then the most recently seen. Each row shows the person, their sessions with problems in the dates or "none", and when they were last seen. Open in Users, and Show all 14 people when there are more, open Users with a filter for the account. The card also counts the people not seen in the last 7 days. With no one, it says "No one in this account in the retained data."
• Findings in the last 7 days: the findings that the account's sessions hit in the last 7 days, open or dismissed, the most people first. Each row shows the finding's number, its kind, its status, its title, its page and how many of the account's people it hit. With none, it says "No finding in the last 7 days touched" and the account's people.
• Activity: the account's sessions per day in the last 30 days, ending today. This card does not change with the dates.
• Account properties: the newest value of each account property that is not blank, up to 50, by name, and when it was set. A value shows up to 200 characters. If your app sends none, it says "Your app sent no properties for this account." and links to this page.

Each card has its own state. If Sequential cannot read one card, only that card says so, for example "People are unavailable right now.", with Retry.

If no event that Sequential keeps carries the id, the page says "No account with this id in this project." with Back to Accounts. If Sequential cannot read the account, it says "This account's data is unavailable right now." with Retry.

When the Accounts list is empty

The page says	What it means
"No accounts yet. Accounts appear when your app sends an account id."	The project has no account. How accounts are sent opens this page.
"No account had sessions with problems in this range."	You chose With problems, and no account had a problem in the dates.
"No healthy account in this range: every account with sessions had a session with problems."	You chose Healthy.
"No quiet account: every account had sessions in this range."	You chose Quiet.
"No account matches these filters."	No account matches your plan or your name filter.
"Accounts are unavailable right now."	Sequential could not read the list. Click Retry.

With a filter, Clear filters removes the filters and keeps the dates. The dates alone never empty the list: an account without sessions in the dates shows as quiet.

If Sequential cannot count the people of an account, the People cell shows "—".

What it needs

• Identify. Without it, every row is an anonymous id. One person counts as several users if they use two devices, use a private window or clear their storage. And you cannot find anyone by your own id. See Identify your users.
• An account id, for accounts. Send it with Pendo or with the Sequential SDK's sequential.account(). See Pendo and Sequential SDK.

Limits

• A funnel's View users uses the Users page dates, not the funnel's. Set the dates to the funnel's range and click Apply.
• Amplitude, Pendo or Smartlook: identify does not join the ids. Only the Sequential SDK, PostHog or Mixpanel sends the link. With Amplitude, Pendo or Smartlook, User detail, Show sessions, Show events and a User ID filter find only the events stored under that id.
• Amplitude, Pendo or Smartlook: a sign-up session counts twice. With Amplitude, Pendo or Smartlook, the Total sessions tile on the Users page counts a session with a sign-up twice.
• A filter picks whole rows. From 10 October 2026, a filtered row on Users counts all of the person's events in the date range, not only the matching events. See How a filter picks rows below.
• Pages of 100. From 10 October 2026, Users shows 100 rows at a time, most recent activity first. The next 100 load when you scroll near the end of the list, or when you click Load more. The count next to the title is the total for the date range. It reads 10,000+ when Sequential cannot count the range in 2 seconds.
• The tiles cover the range. From 10 October 2026, the tiles on Users count every person in the date range, not only the rows that are loaded. When the count reads 10,000+, the page shows no tiles.
• Events without a user id are not on Users. They are not a row, and the tiles do not count them. The line under the tiles counts them.
• Smartlook splits people. One person appears as two users.
• The Users page shows only a name and an email. It reads them from identify events. User detail shows them on the Traits card. See them also in filters and on the replay's Info tab.
• Some sources give no user properties. The Sequential SDK and PostHog give none. The Mixpanel browser SDK does not give them today. This is a known issue.
• On a site that runs only the Sequential SDK or Smartlook, the player shows "anonymous", even after identify. Its previous-session and next-session arrows stay disabled.
• Identified only in the range. On Users, the name, the email and the avatar's Identified user label come from identify events in your date range and filters. A user whose identify events and linked anonymous ids are all outside them reads "Anonymous visitor".
• Dates are whole UTC days. Times in the list are in your local time zone.
• Users and User detail do not save the dates in the URL. A link to them does not carry your dates, except a link from a replay to User detail. Each page remembers the range that you last applied there, in this browser only. Accounts is the other way round: its address holds the dates and the filters, and it does not remember them.
• Accounts: 50 at a time, up to 10,000. A project with more accounts shows its 10,000 most recently active accounts, and the count reads 10,000+.
• Accounts: the Sessions per day column does not follow the dates. It always shows the last 30 days, ending today.
• Accounts: no export, no column choice and no saved filters.
• A link from Accounts or from an account's page carries no dates to Sessions, Watch or Users. They open on their own dates, so their counts can differ from the counts on Accounts and on the account's page.
• An account's page: the people, the header and the properties use all the data that Sequential keeps. Only the stats and the order of the people follow the dates. The findings always cover the last 7 days, and Activity the last 30 days.
• User detail does not take the dates or filters of the page you came from. Its Sessions card opens on its own range: the range that you last applied on User detail, or the last 10 days. Only links from a replay open on the session's days. The top of the page, the stats, the traits and the findings do not use the dates.

Related

• Users and identity
• Identify your users
• Find and replay sessions
• Filters, date ranges and saved views
• Funnels
• Pendo
• What each SDK supports