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HQ: Managing users

HQ accounts can have an unlimited number of users. However, while you can assign multiple users to your account and customize their permission levels, it’s important that you don’t have more than one person in the same campaign at a time. Our editor is set up to automatically save your work as you go and if multiple users are working in the same campaign at once, they may unintentionally clear out each other’s work.

Parents, Managers, and Administrators can all manage users, but only Parents and Managers can access the top-level Users tab. As a result, Administrators use a different method for user management than Parents and Managers.

User management for Parents and Managers

How to access your users

If you are in the parent account, click on the Users tab in the top navigation menu to access your users. If you are currently in a subaccount, click on the house icon in the upper right corner of the screen and select Users from the dropdown menu.

On the next screen, Parents will see a list of all users for all subaccounts. Managers will only see the users associated with the subaccounts that Manager can access.

Using the dropdown menu on the top left, you can filter users by their subaccount assignment. Clicking on the Export users link allows you to download a csv file of all your users and their subaccount assignments. If you want to invite a completely new user to your account, click the Add a user button on the right.

The Add a user button cannot be used to edit existing users.

How to edit users

The account Parent can update any existing user’s permission levels. Manager users can only edit users in the Administrator role and lower, unless they have permission to edit other Managers. To do this, either click on their email address or click on the dropdown arrow to the far right of the user in question and select Edit user.

If you choose the dropdown arrow option, then a pop-up window will appear, allowing you to edit the user’s role. If you click on the user’s email address, then there are three sections to choose from: Name, Role, and Subaccount access. The Name tab allows you to change the user’s first and last names.

A user’s email address cannot be changed by anyone except the user themself.

The Role tab allows you to change a user’s permission level. There are 6 different permission levels that you can assign to your users: Manager, Administrator, Full, Editor, Author, and Response only. Only the Parent and Managers with permission to edit other managers will see the Manager option. For some roles, you can personalize a user’s privileges by checking the boxes below the dropdown menu. Finally, the Subaccount access tab allows you to view and edit which subaccounts that user can access.

Managers can only grant access to subaccounts that they currently have access to.

For more information about roles and permissions for HQ accounts, please refer to this article.

How to add existing users to a subaccount

To add an existing user to a subaccount, follow these steps:

  1. If you’re in the parent account, click on the Users tab at the top of the screen. If you’re in a subaccount, click on the house icon in the upper right corner of the screen and select Users from the dropdown menu.
  2. Locate the desired user in the list and click on their email address.
  3. Click on the Subaccount access tab.
  4. Check the box next to each subaccount that you’d like this user to have access to.
  5. Click on the Save button.

Administrators cannot add existing users to other subaccounts. This can only be done at the parent account level.

How to invite new users

From the Users page, the account Parent and Managers can invite new users by following the steps below:

  1. Click on the Add a user button.
  2. In the pop-up window that appears, fill out the required information and select the new user’s role from the dropdown menu.
  3. Use the boxes to customize their permissions, if desired.
  4. Click on the Assign subaccounts button.
  5. Select which subaccounts you’d like the user to have access to.
  6. Click on the Send invitation button.

You will see a quick message confirming the invitation has been sent. The user you invited will receive an invitation in their email inbox. All user invitations expire after 15 days. If the invitation has expired or has been deleted, clicking on the Access your new account link in that invitation will bring up an error message.

When attempting to add a new user, if you see a message that the user already exists, then you’ll need to find that username in the list and edit it, rather than using the Add a user button.

Updating, resending, and deleting user invitations

If you need to resend an invitation, you’ll need to first delete the pending user and then create a new invitation. You can delete a user by clicking the arrow to the right of the username and selecting Delete user from the dropdown menu. You can also send existing users a password reset email using the same dropdown menu.

Sometimes internal user invites are not delivered due to your server’s cybersecurity settings. If you or your users are not receiving user invites and they aren’t in your spam or junk folder, setting up DKIM and allowlisting for delivery can help. Additionally, if you are using SSO, user invitations will be automatically suppressed.

User management for Administrators

While this section refers specifically to Administrators, the account Parent and Managers can also manage users through these steps by navigating to the desired subaccount, clicking on Subaccount settings, and choosing Users from the dropdown menu.

How to access your users

To access your users, follow the steps below:

  1. If you have access to more than one subaccount, navigate to the appropriate subaccount.
  2. Click on the gear icon in the upper right corner.
  3. Select Users from the dropdown menu.
  4. Scroll down to see a list of this subaccount’s current and invited users, excluding the account Parent and Managers.

How to edit users

From the Users page, Administrators can update a user’s permission levels by following the steps below:

  1. Click on the dropdown arrow that corresponds to the desired user.
  2. Select Edit user from the menu.
  3. In the pop-up window that appears, click on the Role dropdown menu.
  4. Choose a role from the list.
  5. Click on the Save button.

How to invite new users

From the Users page, Administrators can invite new users by following the steps below:

  1. Click on the Invite a user button.
  2. In the pop-up window that appears, fill out the required information and select the new user’s role from the dropdown menu.
  3. Click on the Send invitation button.

You will see a quick message confirming the invitation has been sent. The user you invited will receive an invitation in their email inbox. All user invitations expire after 15 days. If the invitation has expired or has been deleted, clicking on the Access your new account link in that invitation will bring up an error message.

If you see a message that the user already exists, then that email address is already in use in another subaccount. Administrators cannot add existing users to other subaccounts, so the account Parent or a Manager with access to that subaccount will need to update that user’s access on your behalf.

Updating, resending, and deleting user invitations

Should you need to resend an invitation, click on the Invitations tab and select Resend invitation from the arrow menu. You can also choose to Edit invitation, where you can update the permissions assigned to the user. You can delete a pending user by clicking the arrow to the right of the user name and selecting the option to Delete invitation.

Sometimes internal user invites are not delivered due to your server’s cybersecurity settings. If you or your users are not receiving user invites and they aren’t in your spam or junk folder, setting up DKIM and allowlisting for delivery can help. Additionally, if you are using SSO, user invitations will be automatically suppressed.