Managing users

Creating, inviting, editing and removing users

Tilly James avatar
Written by Tilly James
Updated over a week ago

Admins & Managers can invite, edit and remove users. The page to manage your users is in the admin navigation menu in the top right-hand of Trail.


💡Note: Manager-level users will only be able to invite Team level users. More info on the Roles & Permissions here


How do I invite a New User?

There are two options when adding a new user:


Invite User - The user will receive an invitation email that contains a link to set their own password.

💡 Note: Don’t forget to check your junk/spam box!


Set Password - Set a password when creating the user. This is great for inviting users before they’re ready to start using Trail. This option will not send an invite from Trail to the user. Send the user their password and instructions to log in at: http://web.trailapp.com



Adding a New User Using An Invite

  • Click on the company name in the top right corner of any page to open your admin navigation

  • Select 'Users'

  • Click on the 'New User' button

  • Add the name of the user

  • Add their email address

  • Select their permission level:
    - Team members must be assigned to a single site
    - Managers can be assigned to any combination of sites or groups
    - Admins have access to the entire organisation
    More on User Roles & Permissions here

  • Select their Site Access

  • Select the preferred email reports for that user (Standard Plan only)

  • When you’re happy, select ‘Send Invite’ and the new user will be sent a 'Welcome to Trail' email with instructions to create a password and log in to their account.



    Adding a New User without sending an invite

    • Click on the company name in the top right corner of any page to open your settings.

    • Select 'Users' from the dropdown

    • Click on the 'New User' button

    • Add the name of the user

    • Add their email address

    • Add a password for the user

    • Select their permission level:
      - Team members must be assigned to a single site
      - Managers can be assigned to any combination of sites or groups
      - Admins have access to the entire organisation
      More on User Roles & Permissions here

    • Select their Site Access

    • Select the preferred email reports for that user (Standard Plan only)

    • When you’re happy, select ‘Save’ then send the user their password and instructions to log in at http://web.trailapp.com


I’m getting an error message when adding a user - why?

There are two reasons why this may be the case:

  • The user already exists within your Trail user list - It’s worth double-checking your user list. If the user has been archived, hit 'restore' to give them access to Trail.

  • The user already exists on another Trail account. In this case, they’ll have to use an alternative email address, or contact support & we’ll be able to help you.



How do I remove a user and revoke access to Trail?

  • Click on the company name in the top right corner of any page to open your settings.

  • Select 'Users'

  • Next to the user's name on the right-hand side, there will be a red bin icon. This will archive the user and restrict access to their account.



How do I restore an archived user?

  • Click on the company name in the top right corner of any page to open your admin navigation.

  • Select 'Users' from the dropdown

  • Next to the user's account status which will say 'Archived' - Select the 'Restore' button.



I’ve restored an archived user in Trail - what now?

  • They will be able to log in with the same email and password as when they first set up their account.

  • If they’ve forgotten their password, follow the steps below.


I have forgotten or need to change my password.

  • Log out of the account

  • Head to the login page

  • Click 'Forgot my password'

  • Enter the email address associated with your Trail account

  • An email will be sent to the email address associated with your Trail account

  • Click the link in the email to set your new password

💡 Note: If multiple password reset links have been requested, ensure you’re using the most recent link as these expire. Don’t forget to check your junk/spam folder!


Why does my user's status still say “Pending Invitation”?

  • Make sure the user has accepted their invite from the email, set their own password & logged in for the first time.

💡 Note: Sometimes this can take a little while for the system to catch up, it might be worth waiting a day to see if this updates.


How do I change my email address?

  • An admin from your organisation can add a new email address as a new user and archive the old user associated with the email address.

  • If you need to change the email address and don't have a different email to use, or there's an error in the email address that's been added, contact support and we'll be able to help you.

  • We'll need the old email address to verify which email address to change, and what you would like it to be changed to.


How do I edit a user's permission?

  • Click on the company name in the top right corner of any page to open your admin navigation.

  • Select 'Users' from the dropdown

  • Click on the user's profile name

  • Select the permission that needs to change e.g. permission level or site access

  • Save & close


I have moved site, how do I get access to my new site?

  • An admin from your organisation will have to change your permissions and site access for you.

  • If you are unsure of who your organisation admin is, contact support and we can help you.


My user permissions are wrong - what do I do?

An admin from your organisation will have to change the permissions for you. If you’re unsure of who your organisation admin is, contact support and we can help you.


A user is not receiving their Daily or Weekly Digest email - why?

  • Click on the company name in the top right corner of any page to open your admin navigation.

  • Select 'Users' from the dropdown

  • Click on the user's profile name

  • Make sure that under 'Notifications' the checkboxes are selected for them to receive their Daily or Weekly Digest emails.

  • Save & close

  • It also might be worth checking their email's spam or junk folder!


A user is not receiving their Task Completion Notification emails - why?

  • Click on the company name in the top right corner of any page to open your admin navigation.

  • Select 'Users' from the dropdown

  • Click on the user's profile name

  • Make sure that under 'Notifications' the checkboxes are selected for them to receive their Task Completion emails.

  • Save & close

  • Head to the Manage Tasks page and select the task that you'd like to set the notifications up for

  • Hit 'Edit'

  • Go to the 'Reports' tab

  • Check that notifications are enabled and that the correct users have been selected to be notified

  • Hit 'Publish' to apply any changes.

  • It also might be worth checking their email's spam or junk folder!


How many users can we add?

Solo Plan users are allowed one user login on their Trail account.

Team & Standard Plan users can add between 1 - 1000+ users to the account.

More info on our Pricing Page is here.


How do I gain access to an account as a partner or consultant?

Contact support@trailapp.com we’ll be able to help you.


Why should I set up multiple users?

The benefits of having multiple users mean that you have visibility and accountability over the checks that are completed by your teams.

Our varying permission levels allow users the correct access to the tools and information they need to use in their everyday roles.

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