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How to Add a User to Your Account

  • Updated

Add a new user to your account

Adding users to your account is a quick and easy process. Follow the steps below and others will be using your app in no time!

 

1. From the User Menu, select Manage Users.
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2. Click Add New User from the button at the top of the page. 
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3. After you enter the new user's email address, they will receive an email inviting them into the app.

NOTE: The link in the invitation email will EXPIRE after 24 hours. If the user has not accepted the invitation within that timeframe, you can open their user profile and click the "Resend verification email" link to send them a new invitation link.

 

4. Clicking on the "Accept Invitation" link will redirect the user to a screen where they can set their password. After they have chosen a password, they will be logged into TrackVia.

Note: This screen shows the account's minimum password length and warns the user before they submit a password that is too short. The minimum comes from the account's Security Policy. 

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Troubleshooting a new user not receiving the invitation email to join your account

If you've created a new user profile and sent the verification email to their email address associated with the profile, but they never receive the email,
  • Have the user search their email inbox for "TrackVia" and make sure that it wasn't routed to a spam folder.
  • If they still can't find the email, it is likely that their email address was added to a "bounce list", and it will need to be removed from the list in order to receive future emails sent from TrackVia. This typically happens if the new user is a new employee with your organization, and you may have sent the invitation email to their email address before it had actually been set up to receive emails.
  • To remove an email address from the bounce list, contact TrackVia Support. Once it has been removed from the list, they should be able to receive emails sent from TrackVia again.

Add Users in Bulk


To add multiple users at one time, it may be easier to bulk import users. To import users, click the options menu in the Manage Users screen and then select "Import to Table".
 

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This will launch an Import process that allows you to upload an .xlsx or .csv file with user information. The import requires a valid email address in the "Email" column. Other optional data columns which can be imported are "First Name", "Last Name", and "Time Zone".
 
Imported users are set to "Unverified" and are sent a verification email. You will receive an email with the import results when the import finishes. 
 
Note: Importing can only add new users; it can't update existing users.
 

Users with access to more than one TrackVia account

You can invite a user whose email address is already used in another TrackVia account.
  • Users with access to more than one account can switch between them with the Account Picker at the top of the User Menu, or by going to the account's custom subdomain.
  • Roles, permissions, password policies, security settings, and SSO all apply account by account, so the user has a separate password for each account.
  • To help users tell accounts apart, Super Admins should give each account a properly configured Subdomain and a unique Company/Service name.
  • The Account Picker only lists accounts in the same environment, so for HIPAA/Private accounts the user goes to the HIPAA subdomain directly.

Additional Tips

1. As a Super Admin, you can also access a User's Profile page by clicking on their Record ID from the Manage Users page discussed above.

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2. Since Super Admin users have access to ALL resources in your TrackVia account, and App Admin users have access to ALL resources in any apps that they are assigned to an App Admin role, for security reasons, it is best practice to limit the number of Super Admin and App Admin users in your account as much as possible. We strongly suggest only giving Super Admin privileges to one or two users, and App Admin privileges to a select few users as necessary.

3. You can search, filter, and sort the list on the Manage Users page like any other view. Search looks at the User ID, First Name, Last Name, Email, Time Zone, and Status. The options menu also includes Import, Export, Print, History (changes made to user records), and Manage User Groups. A column shows the last time each user logged in. To see which User Groups a user belongs to, open their user record. 

4. When viewing a user's profile, you can click "Save and Add New" to add another user right away. 

5. Once a user has been invited, Super Admins can no longer change that user's email address. All other fields on the profile can still be edited, but the email address can only be changed by the owner of the profile. If a user was added with the wrong email address, best practice is to Deactivate that profile and invite the correct email address separately. 

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