Invite and manage users

Grant, change, and remove access to one phone system without crossing role boundaries.

The Users page manages access to the active phone system. Removing access here does not remove the person from other phone systems they can use.

Prerequisites

• Select the intended phone system.
• Permission to view users. To invite, edit, or remove a user, you need the Super Admin or Platform Admin role.
• Create an extension first when inviting an Extension User.

Roles and who can manage whom

Every person listed holds one role in this phone system, and roles are ranked. Only Super Admin and Platform Admin can invite, edit, or remove users. You cannot manage a user whose role is higher than your own, and you cannot remove your own access from this page.

A Platform Admin row is managed by Steer Phones and is read-only from this page. Your phone system may also have custom roles; they appear in the Role picker, and assigning one requires that your own access already includes user management.

Invite a user

You must be a Super Admin or Platform Admin to invite a user.

1. Open Settings, then Users.
2. Select Invite User.
3. Enter the user’s email, first name, and last name. A separate display name is optional.
4. Choose an assignable role. The list is limited to roles your current access can assign, and starts on the least-privileged one.
5. Select an extension when the chosen role is Extension User.
6. Select Send Invite.

The new row remains Pending until access is accepted. The invitation is valid for seven days. You can resend a pending invite or revoke it — resending issues a fresh link and expiry, so any earlier link for that person stops working. The invited person must sign in with the invited email address; an email mismatch is rejected.

Change or remove access

You must be a Super Admin or Platform Admin to change or remove a user’s access.

1. On an active user’s row, select Edit.
2. Change the role or assigned extension. The account email is read-only.
3. Select Save Changes.
4. To remove access, use the remove action and confirm the phone-system-specific removal.

You cannot remove your own access from this page, manage a user above your role boundary, or leave the phone system with nobody able to manage users. The removal dialog blocks confirmation outright when the person is the only Super Admin, and warns you when another Super Admin is being removed. The same protection covers demotions: changing the last remaining administrator to a role without user management is rejected too. Promote another eligible user first.

Removing someone’s access does not delete their account. If they need access again later, invite them again with the same email address.

Expected result

The Users page shows two sections, Members and Pending Invites. Each section lists users with their role, extension, and status and can load, error, and retry independently. When both sections are empty, the page shows a single empty state. If you can invite users, it includes an Invite User call to action; otherwise it simply says no users have been added.

Troubleshooting

• Users is missing or shows Not Found: Your account does not currently have permission to view users for this phone system.
• The page shows a permissions loading error with a Retry button: Your access information could not be loaded. Select Retry; if the error persists, you do not have permission to view this phone system.
• An Extension User cannot be invited: Create an extension or choose an unassigned eligible extension first.
• The invite reports that the person already has access: They accepted an earlier invitation. Manage them from the users list instead of inviting again.
• Invite acceptance reports an extension conflict: The selected extension was assigned to another user before acceptance. Each extension binds to one user. Edit or replace the invitation with an available extension.
• The invite link no longer works: Links expire after seven days, and resending or revoking an invitation invalidates the previous link. Resend from the pending row.
• Resend is unavailable: An older invite without complete first and last names must be revoked and recreated.
• Edit or remove is disabled: Your role may not allow managing users (only Super Admin and Platform Admin can edit or remove users), the target may have a higher role, may be your own account, or may be the only remaining administrator. Rows whose role is a custom role are also not editable from this page, because custom roles are not ranked against the built-in ones — contact support to change one.

Related guidance

• Sign in and choose a phone system.
• Get access to a phone system as an invited user.
• Create and manage extensions.
• Work across multiple shops with the All Shops view.
• Review account activity and changes.