Can I (as admin) access all purchased downloads on a customer’s account?

I have an issue with a customer saying she cannot access any of her files. This is the message I received: “Message: Also when I go to my account to check my orders & downloads I get a message that there is nothing there
‘Nothing on Page’”

I do not have the issue on my account, so cannot duplicate. I’d like to able to see if the files are showing on her account. Is there a way as an admin I can do that – or do I need to get permission to log into her account?

Searched the forum and have not found anything

Thank you
Sally

The page I need help with: [log in to see the link]