Hello.
What do you mean by you only see the user?
You have to login as the user, select the domain, and then create backup from there, so from user level.
Then in /home/user/backups the backup will appear with a date like backup-Apr-14-2021-1.tar.gz.
Otherwise, explain a bit better what you mean or how you are trying to create the backup? Because if you have a backup like user.somename.accountname.tar.gz or username.tar.gz then you are looking at a backup made from admin or reseller level, not from user level like I told to do.