Skip to content

Add a user

Who can do this: Superuser Admin  ·  Where: Dashboard → Quick Actions → Add User, or the Admin menu

Create an account for a new team member and send them a welcome email with a secure link to set their own password. You never choose or see the new user's password — they set it themselves.

Before you begin

  • Decide which role the person needs (see Roles at a glance below).
  • Have their email address ready and double-check it — the password setup link is sent there, and nowhere else.
  • If email delivery hasn't been set up for your tenant yet, configure and test it first under SMTP Settings so the welcome email can actually go out.

Roles at a glance

Role Client access Typical use
Admin All clients Runs the tenant: users, settings, reports, approvals
Field Tech All clients Day-to-day equipment and site work in the field
Viewer One client, read-only Gives a customer a window into their own equipment

Client access follows the role automatically:

  • Admin and Field Tech accounts always have access to all clients. When you pick either role, the Client Access selector switches to All clients for you.
  • Viewer accounts are limited to a single client — NorthGrid will not let you save a Viewer with all-client access.
  • No access is also available: the account is created but stays locked out until a client is assigned later. Use this when you want to stage an account ahead of time.

Steps

  1. Open Add User (Dashboard → Quick Actions → Add User).
  2. Enter the person's Full Name.
  3. Enter a Username. The recommended format is firstname.lastname.
  4. Enter their Email. The welcome email and password setup link are sent to this address.
  5. Choose a Role: Admin, Field Tech, or Viewer (single client, read-only).
  6. Confirm Client Access:
    • For an Admin or Field Tech, leave it on All clients.
    • For a Viewer, pick one client from the list — or No access to keep the account locked until you assign one.
  7. Review the entries — especially the email address — and select Add User & Send Welcome Email.

The same form is also available inline on the Manage users page, under its collapsible Add User bar.

A green confirmation appears when the account is created and the welcome email has been sent.

What happens next

  • The account is created immediately and is active, but it has no usable password yet.
  • The new user receives a welcome email containing a secure password setup link.
  • The link expires after 24 hours. If it expires before they use it, resend a fresh link from Manage Users → Resend Link on their row.
  • Once they set a password, they can sign in normally.

Point new users at the right article

Send them Setting your password along with a heads-up that the email is coming — it also covers what to do if the link has expired.

Troubleshooting

"Please fill in all required fields." : Full Name, Username, and Email are all required. Fill in the missing field and submit again.

"Please enter a valid email address." : The email doesn't look like a real address (for example, a missing @ or domain). Correct it and resubmit.

"That email address is already registered to another user in this tenant." : Each active user in your tenant must have a unique email. Check Manage Users — the person may already have an account. If so, use Resend Link on their row instead of creating a duplicate.

"Viewer accounts cannot be assigned to all clients." : Viewers are single-client by design. Pick one client, or choose No access to assign a client later.

"Account created but welcome email could not be sent." : The user account exists — don't create it again. Fix email delivery under SMTP Settings (use Send Test Email to verify), then go to Manage Users and use Resend Link on the user's row to send a fresh setup link.

The email never arrived. : Ask the user to check their spam or junk folder first. If it's not there, verify your tenant's SMTP Settings with a test email, then resend the link from Manage Users. Each resend issues a new link with a fresh 24-hour window.