Managing Users

The Users section in Settings lets you control who has access to your Portal account and what they can do. Only admin contacts can manage users.

Note

If you can’t see the Users tab in Settings, your permission level is probably “user” or “manager” — only admins can manage other users. Contact your account administrator for help.

Understanding permission levels

The Portal has three permission levels, each with different capabilities:

Level	Who it’s for	What they can do
Admin	Primary contact, IT administrators	Full access to everything — manage users, view billing, create approval policies, approve orders, download contracts, request renewals
Manager	Department heads, finance leads	View services and usage, place orders, view billing summaries, raise and track tickets, download documents, set scheduled reports
User	End users	View services assigned to them, raise tickets, see basic account info

What each level can access

Admin

• All Portal features
• Manage users (invite, edit permissions, deactivate)
• Set up approval policies
• Approve or reject pending orders
• View and download signed contracts
• Request contract renewals
• Manage cost centres
• Configure scheduled reports
• Create usage alerts

Manager

• Dashboard and My Services
• Locations (sites)
• Orders (place and track)
• Support (tickets)
• Billing (view summaries, not detailed invoices)
• Usage data
• Documents
• Scheduled reports
• Cannot: manage users, approval policies, cost centres, usage alerts

User

• Dashboard
• My Services (only services assigned to them)
• Support (tickets they raised)
• Usage (their own services only)
• AI Assistant
• Their own notification preferences
• Cannot: view billing, manage users, place orders on behalf of the organisation

Viewing your team

Go to Settings → Users to see everyone who has Portal access.

The list shows:

• Name — the contact’s display name
• Email — their registered email address
• Permission level — admin, manager, or user
• Status — active or invited (pending)

Inviting new users

1. Go to Settings → Users
2. Click Invite User
3. Fill in the details:

Field	What to enter
Name	Their full name
Email	Their business email address
Permission level	Admin, Manager, or User
Send invite	Check to email them immediately, or uncheck to invite later

4. Click Send Invitation

The new user receives an email with a link to set up their Portal access. Once they’ve accepted, they appear in your users list as active.

Start with manager for new contacts

If someone’s role isn’t certain, start with “Manager” — they can do most things but can’t make admin-level changes. You can always adjust their level later.

Changing permission levels

1. Go to Settings → Users
2. Find the user in the list
3. Click the pencil icon next to their name
4. Change their permission level
5. Click Save

The change takes effect immediately — the user will see their updated access the next time they log in.

Deactivating access

If someone leaves your organisation or no longer needs Portal access:

1. Go to Settings → Users
2. Find the user in the list
3. Click the three-dot menu next to their name
4. Select Deactivate

Their account is immediately disabled. They cannot log in, but their history (tickets raised, orders placed) is preserved for audit purposes.

To reactivate a deactivated user, follow the same process and select Activate.

What users can see

When you add a user, they can see data based on their permission level:

• Admins and managers see the full customer account — all services, all billing, all sites
• Users see only services assigned to them (assigned by an admin via the asset detail page or bulk assignment)

Assigning services to users

If you have users with “User” level permission, you can assign specific services to them:

1. Go to My Services
2. Click on a service to open its detail page
3. Look for the Assigned Contact field
4. Select the user from the dropdown

The user will then see that service in their My Services list. They won’t see any other services.

Approval policies

Admins can set up approval policies to require sign-off on certain orders before they proceed. This is useful for:

• Requiring finance approval on orders over a certain value
• Ensuring high-value orders are reviewed before submission
• Adding a second pair of eyes on specific order types

Setting up an approval policy

1. Go to Settings → Approval Policies
2. Click Create Policy
3. Configure the rule:

Field	What to enter
Policy name	A descriptive name (e.g., “Finance approval for orders over £50”)
Trigger condition	What should trigger approval (e.g., estimated cost exceeds £50)
Threshold	The value that triggers it (e.g., £50)
Approvers	Who can approve (defaults to all admins)

4. Click Save

When someone places an order that matches the policy, it goes into a pending state until an approver reviews it.

Approving or rejecting orders

1. You’ll see a Pending Approvals widget on your dashboard when there are orders awaiting approval
2. Click through to see the order details
3. Click Approve or Reject
4. If rejecting, add a reason (the order creator will see this)

Common scenarios

I need to give someone billing access

Make them a Manager — they can see billing summaries and invoices but can’t make administrative changes.

Someone has left the company

Deactivate their account so they can’t access the Portal anymore. If they had access to services, re-assign those services to another person.

I want to limit what a user can see

Use the User permission level and assign them specific services. They’ll only see what you’ve explicitly assigned.

I need a second approval for expensive orders

Create an approval policy in Settings → Approval Policies. Set a threshold (e.g., £100) and any orders over that value will require approval.

I can’t see the Users tab

You’re probably not an admin. Contact your account administrator to request admin access, or ask them to manage users for you.