Managing Users

What This Helps You Do

Add a team member, choose where they can work and what they can do, activate the account safely, diagnose sign-in readiness, and remove or restore access.

Before You Add a User

Decide three things separately:

Identity and contact — How the person appears and how they sign in.
Responsibilities and locations — What protected workspace work they can do and where.
Account activation — Whether you will set a password now or send a setup invitation later.

These choices do different jobs. Responsibilities do not activate an account, and an active account with no responsibilities can sign in only to a limited portal.

Search the user directory before creating another account. If the person already exists, update their access or restore their removed account as appropriate. Creating a duplicate can leave their old request history and responsibilities attached to the wrong account.

Add a User

Open Users under Global Settings.
Select New User.
Complete the profile, sign-in, contact, access, and account setup sections.
Save the user.
Review the new user’s detail page and What this person can do.
Send a setup invitation if you left the password blank.

Creating a user does not send an invitation automatically.

Field	Requirement and use
Full Name	First and last name. A Full Name or Display Name is required.
Display Name	Shown to customers when provided. A Display Name or Full Name is required.
Title	Optional; used in messages and employee selectors.
Timezone	Required; controls the local dates and times shown to this user.
Username	Optional when email is provided; used for sign-in and cannot contain `@`.
Email Address	Optional when username is provided, but recommended for sign-in, password recovery, invitations, and notifications.
Contact Number	Optional US or Canadian number. It must be verified later before texts or calls can be delivered.
Photo	Optional profile image.

At least one of Username or Email Address is required. Usernames, email addresses, and phone numbers must be unique.

Read a User’s Access

The Users list keeps role names visible under What they can do. Open an individual user for What this person can do, where each role has a plain explanation and its Location scope. Select Manage Access to change assignments. Included capabilities name the role that supplies them; change that role to remove its included access.

Only a System owner or Administrator can change Google review management or administer Google account connections. See Roles & Permissions and Google Business Profile.

Choose Initial Access

Where It Applies

All locations applies the selected responsibilities at every current and future location.
Specific locations applies the same selected responsibilities at each location you choose.

System owners and Administrators can choose either scope. A Location manager can choose only locations they manage.

Initial Responsibilities

Choose one or more initial responsibilities. Included responsibilities are selected automatically:

Administrator and Location manager include Send for others and Data access.
Send for others includes Send requests.
Administrator also includes Google review management; Location manager requires it separately.
Google review management includes Data access and allows public Google replies, private drafts, and handled-state changes.
Employee tracking is independent.

System owners and Administrators may leave every responsibility unchecked to create a limited portal account. After activation, that person can sign in but cannot use protected workspace features until a responsibility is assigned. A Location manager must assign at least one responsibility at a managed location.

See Roles & Permissions before granting broad or all-locations access.

Choose How the User Activates

Creation choice	Result
Enter a password	The account activates immediately. Share the password securely and ask the user to change it; creating the user still sends no email.
Leave the password blank	The account stays inactive. After saving, use Send Setup Invitation so the user can choose a password and accept the Terms of Use.

What the Invited User Does

The invitation link is valid for 14 days. The recipient:

Opens the setup link in the invitation email.
Creates and confirms a password with at least 8 characters.
Accepts the Terms of Use.
Completes setup and continues to the workspace login.

You can send a setup invitation to an eligible account only once per day. If the invitation expires, send a new one from the user’s actions. If the user has no email address, add one or use Set/Change Password to activate the account manually.

Understand Account States

The Users directory separates sign-in readiness from responsibilities:

Can sign in — The account is active and can authenticate.
Terms required — The user can authenticate but must accept the current terms before continuing.
Setup invitation sent — A valid invitation is waiting for completion.
Cannot sign in — The account needs activation, a usable sign-in identifier, a new invitation, or a password. Read the reason shown with the status.
Sign-in blocked — The account was removed and must be restored before sign-in.

Search by identity or filter by account state, location, responsibility, assignment type, or removed status.

Manage Responsibilities and Locations

Open a person and select Manage Access. The page separates all-locations access from each specific location and identifies whether a responsibility was assigned directly or included by a higher responsibility.

Use it to:

Add or remove direct responsibilities.
Confirm which capabilities are included.
Review effective access before changing a shared user.
See whether a global assignment makes a location-specific assignment redundant.

If the person also works at locations you do not manage, you can change direct responsibilities only for your own locations. Their profile, credentials, lifecycle, system notifications, and other locations remain protected.

User Detail Actions

Open a user to see identity, account state, effective access, and the next setup action. Manage Access is primary; More shows only actions you are allowed to use:

Action	Use it for
Edit Profile	Change identity, sign-in details, contact number, timezone, password, or photo.
Notification Settings	Configure system, Review Flow, and Custom Form notifications and check whether delivery is ready.
Activity Logs	Review recorded account and access activity for a user you can manage.
Verify Phone	Verify the saved number before SMS or phone-call notifications; changing the number requires re-verification.
Set/Change Password	Activate an inactive account with a password or replace the current password.
Send Password Reset	Email an active user a reset link that expires after 1 hour; one manager-triggered email is allowed every 5 minutes.
Send Setup Invitation	Invite an inactive user to choose a password and accept the Terms of Use.

The available actions depend on account state, usable email or phone details, and your authority over that user.

Remove or Restore a User

Removing a user:

Blocks authentication and notifications
Revokes active access tokens
Preserves activation state and responsibilities for possible restoration
Removal keeps the username and email reserved for that account

Restoring may immediately reinstate the user’s previous sign-in and responsibilities. Review effective access before confirming a restore.

Permanent deletion is more restricted and removes the account and dependent configuration. If you need to reuse an email or username held by a removed account, restore that account or ask an authorized administrator about permanent deletion.

Troubleshooting

Problem	What to check
A user was created but received no email	Creation does not send an invitation automatically. Review the account and use Send Setup Invitation for an eligible inactive account.
The person can sign in but cannot work	Review Manage Access; activation and responsibilities are separate.
A Location manager can see a person but cannot edit their profile	The person may have all-locations access or assignments outside the manager’s locations. A System owner or Administrator must handle the protected account action.
The user cannot be selected as an employee	Check Employee tracking at the relevant location; it is independent of management and sending access.
Notifications are configured but missing	Open Notification Settings and inspect Needs attention, contact verification, and current Data access.
An email or username is already taken	Check removed users; removing an account keeps its identifiers reserved.

Keep Your Own Details Current

Each user can open the portal user menu and choose Account Settings to update their own profile and sign-in details. Usage & Limits in the same menu shows read-only monthly request and notification usage.