View and manage user accounts

View and manage user accounts

Overview

As an administrator, you have access to a variety of tools for managing user accounts across the platform. From viewing account details to editing, transferring, and merging accounts, these tools help you keep user records accurate and up to date. This article outlines the available account management functions and how to use them.

Info
Please note the business platform uses the term 'learners' and the academia platform uses the term 'students'. The terms 'learners' and 'students' are interchangeable in this article.
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Please note the business platform uses the term 'instructors' and the academia platform uses the term 'teachers'. The terms 'instructors' and 'teachers' are interchangeable in this article.

Viewing user accounts

To see the list of all the users on your site:

  1. Click Users from the primary navigation menu.
  2. Click All from the fly-out menu.
    1. Please note that only Administrators have access to the 'All' tab.
Admin dashboard with the Users menu active and All highlighted on the fly-out menu.

The All tab displays all users and their role(s).

  1. Click the sorting arrows on the Last visited column to sort all users by the date and time they last visited.
  2. Click an account type/role tab to see a filtered list of users with a specific role.
    1. For example, click Instructors to see a list of all users with the Instructor role on your site.
    2. Please note, users can have multiple roles and therefore be listed in multiple tabs.

Info
To learn more about the available roles (also known as account types) on the platform, visit the Account types article.

Users, All tab

Each site has exactly one Super administrator, and the role has several unique responsibilities:

  • Only the Super administrator can delete the site.
  • Only the Super administrator can transfer the Super administrator role to another administrator.
  • No other users can log in as the Super administrator. 
  • No other users can reset the password of the Super administrator or see their user id/password info.
  • The Super administrator account cannot be deleted.

To view the Super administrator for your site:

  1. Click Users from the primary navigation menu.
  2. Click Administrators from the fly-out menu.
  3. The Super administrator is indicated by the Super admin Super admin icon icon in the Super admin column.
Users, Administrators tab with the Super admin icon highlighted

There are a variety of ways to locate users. The fastest way it to use the search feature. To search for users:

  1. Select a user role tab. In the example below, Learners is selected.
    1. If you don't know a user's role, click the All tab.
  2. Click the search Search icon icon.
Users, Learners tab with the Search icon highlighted

The search bar appears.

  1. If you are searching for a specific user, you can type a user's name directly into the search field.
  2. You can also filter users by clicking the filter Filter icon icon.
  3. Then click New filter...
Users, Learners tab with the Filter icon highlighted in the search bar

The new filter options display.
  1. Click the first drop-down list to select an account field by which you want to filter the list.
    1. You can select options such as Account type, First name, Last name, Group, User ID, and more.
  2. Click the second drop-down menu to select a condition.
    1. Filters can have different conditions, such as contains, equals, and in.
  3. In the text box, enter the filtering term. 
    1. The filter will automatically filter the list.
Users, Learners tab with First name selected as the filter field and the Condition menu active

You can refine your search by adding multiple filters.
  1. To add another filter, click the add Add icon icon.
  2. To cancel a filter click the remove X icon. 
Users, Learners tab with two filters and the Remove filter icon and Add filter icon highlighted

After the filters are created, you can save them. To save a filter:

  1. Click the Save Save icon icon.
Two learner filters with the Save icon highlighted

To delete a saved filter:

  1. Click the Delete Delete icon icon.
Two learner filters with the Delete icon highlighted

To print a list of users:

  1. Use the tabs or filters to create a list of users.
  2. Click your profile picture.
  3. Click Print this page from the drop-down menu.
Users, Learners tab with the Profile menu active and Print this page highlighted

A pop-up print page will open in your browser.

  1. Click Print to print the page(s). 
    1. Note that the list automatically includes all learners, even if they span multiple pages in the browser.
Browser Print pop-up with a user list preview and the Print icon highlighted

To export a PDF version of the list:

  1. Click the Destination drop-down.
  2. Click Save as PDF.
  3. Click Save.
Browser Print pop-up with a user list preview and the Destination menu active and highlighted

Another way to view the roles and users on your site is through the user catalog. To view the user catalog: 
  1. Click Users from the primary navigation menu.
  2. Click Catalog.
The Users catalog displays. Account roles display as tiles, with the number of users in each role listed on the tile. It's important to note that users can have multiple roles, and will appear in each of their respective role categories.

Users, Catalog

As an administrator, you can replace the images used in the Users catalog. To replace an image:

  1. Hover over the image tile.
  2. Click the cog cog icon icon.
  3. Click Change Picture.
  4. Drag and drop a new image or click to browse for a file.
    1. Note that the replacement catalog image size should be 500px x 375px.
  5. Click Save.
Users, Catalog, with the Configure menu active for an Account type tile

To locate users, you can use the search filters in the right panel.
  1. Name: Enter a full or partial name to begin filtering the list of users.
  2. Email: Enter a user's full or partial name to begin filtering the list of users.
  3. Organization: Select an organization to view a list of users in that organization.
  4. Role: Select one of more roles to filter users by role.

User Search widget

Entering a filter term, such as name or email, automatically returns user matches.
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Helpful tip: If you click on a user's name, their profile displays. In the upper right section of their profile page, all the roles associated with their account display.

Users, Catalog with a user listed that matches the search name

To clear the search filters:

  1. Click the reset Reset icon icon in the Search widget in the right panel.
Users, Catalog with the Reset icon highlighted in the Search widget

Editing accounts

After accounts are created, you can edit them. To edit accounts:

  1. Click Users from the primary navigation menu.
  2. Click an account type tab.
  3. Select the account(s) you would like to edit.
  4. Click Edit. 
Users, Learners tab with three users selected and the Edit button highlighted

Each account and its editable fields display.

  1. The majority of account fields are editable, and you can change/update the account type.
  2. When all update are made, click Save.
Users, Edit users page

You can also edit an individual account through a user's profile page. 

  1. Access a user's profile page.
  2. Click Edit.
User profile page with the Edit button highlighted

Resend login instructions

The platform also allows you to resend login instructions to users. To resend login instructions:

  1. Click Users from the primary navigation menu.
  2. Click an account type tab.
  3. Select the account(s) you would like to resend login instructions to.
  4. Click Resend login.
Info
Note that this option is not available if you enable Single Sign-on for your portal. If any of the users that you select have encrypted passwords, this option will not be processed because, for security purposes, personal passwords cannot be sent via email.

Users, Learners tab with three users selected and the Resend login button highlighted

User IDs and passwords

As an administrator, you can view User IDs and unencrypted passwords, and help users reset passwords. To view user IDs and passwords:

  1. Click Users from the primary navigation menu.
  2. Click an account type tab.
  3. Select the account(s) you would like to view.
  4. Click Passwords.
Users, Learners tab with three users selected and the Passwords button highlighted

The user's information will display. The information displayed will vary based on the policies of your organization and platform.

To reset passwords:
  1. Select the user(s).
  2. Click Reset passwords. 
Users, User id passwords screen with three users selected

The users' passwords are reset and the new passwords are displayed, which you can provide to them.

The users are sent a message in the platform alerting them their passwords have been reset.

Users, with three users passwords reset

Merging accounts

To keep user records accurate and prevent duplicate accounts, you may occasionally need to merge accounts that were created from multiple sources. Merging accounts combines user data by transferring the user's completion history to the account you choose to keep and deleting the duplicate account(s).

Keep the following rules in mind when merging accounts:
  1. Course completions are transferred to the retained account, but in-progress course statuses are not.
  2. Activity data within completed courses (such as assessment results) is preserved unless duplicate course completions exist.
  3. Other data, such as group memberships, is not transferred during the merge.
To merge accounts:
  1. Click Users from the primary navigation menu.
  2. Click an account role or List.
  3. Select an account or accounts to merge.
  4. Click the Merge button.
    1. Keep in mind the Merge button may be within the three dot More More icon icon.
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Note: If you can only select one account on this screen, don't worry. You can add additional accounts to the merge from the Merge pop-up window.

Users, Learners tab with two learners selected and the Merge button highlighted

The Merge pop-up displays with the account(s) you selected.
  1. Click Add if you would like to add additional accounts to the merge.
    1. The Select users pop-up will display, which allows you to search for additional users to add to the merge.
  2. Click the trash icon Trash iconif you would like to remove an account from the merge.

Merge pop-up with the Add button and trash icons highlighted
Once the accounts you want to merge are listed on the Merge pop-up:
  1. Ensure you have selected the Account to keep radio button for the account that will remain after the merge.
    1. Remember, the other account(s) on the pop-up will have completions transferred to account you keep and be deleted after the merge.
  2. Click Continue.

Merge pop-up with the Account to keep radio button and Continue button highlighted


A pop-up will display reminding you of the merge rules, because you cannot reverse a user merge once it has been completed.
  1. If you are want to proceed with the merge, click Ok.
  2. If you want to cancel the merge, click Cancel.
You will receive a notification when the user merge is completed.

Transferring accounts

If your business or school is a part of a network, the platform allows you to transfer accounts between businesses or schools. To transfer an account to another business or school in the network:
  1. Click Users from the primary navigation menu.
  2. Click an account type tab.
  3. Select the accounts you want to transfer.
  4. Click Transfer. 
  5. Select the destination business or school.
  6. Click Transfer. 

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During the transfer process, the user(s) are unenrolled from their courses, their score records are deleted, and they are removed from any business groups. If an instructor is transferred, their courses remain with the old business and are not transferred to the new business.

Users, Learners tab with three users selected and the Transfer button highlighted

Archiving users 

Archiving users is very useful for businesses or schools that want to retain user records for analytics and record-keeping purposes. An archived user can no longer log in, but all of their data is preserved and accessible for archival purposes.

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Note - you can archive any user type except Super Administrator accounts.

To archive users:

  1. Click Users from the primary navigation menu.
  2. Click an account type tab.
  3. Select the accounts you want to archive.
  4. Click Archive. 
Users, Learners tab with one user selected and the Archive button highlighted

A confirmation page displays.
  1. Click Confirm.
Users, confirm user archive page for one user

After the user is archived, the profile will display in the Archived tab. The users archived date displays in the 'Archived at' column.

Users, Archived tab

The user's profile page also displays when the account was archived in the Account widget.

User profile page with the Archived date information highlighted in the Account widget

The platform allows you to reactive archived users. To reactivate archived user(s):

  1. Click Users from the primary navigation menu.
  2. Click an account type tab.
  3. Click the Archived tab.
  4. Select the accounts you want to reactive.
  5. Click Unarchive. 
Users, Archived tab with one user selected and the Unarchive button highlighted

Tagging users

The platform allows Administrators to add tags to user profiles. To add a tag to a user profile:

  1. Access the user's profile page.
  2. Locate the Account widget in the right panel.
  3. Click the add Add icon icon in the Tags section of the Account widget.
    1. If the user has existing tags, click the edit Edit icon icon.
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Please note that only administrators can see the tag area on the profile page.

User profile page with the Add icon highlighted in the Tags section of the Account widget

  1. Type a tag name into the text box.
  2. Use a comma to create additional tags.
    1. To remove a tag, click the X icon on the tag.
  3. Click save when you are finished adding tags.

User profile page, Account widget with a second tag being added to the user profile

After tagging users, you can search for users based on tags.
  1. Click Users from the main navigation menu.
  2. Click an account type tab.
  3. Click the Search icon.
  4. Type a hashtag followed by a tag name. In the example below the tags  #visual learner and #video are used.
    1. If you add more than one tag, only users with both tags will be returned in the search results.
  5. Users with the listed tags will automatically display.

Users, Learners tab with two tags added and highlighted in the Search bar

You can also use tag filters anywhere a user filter can be applied. For example, you can filter user lists, apply automation rules, perform exports, etc., based on user tags.

To apply a filter to a user search:
  1. Click the Search icon.
  2. Click the Filter icon.
  3. Click New filter...
  4. Select Tags from the first drop-down.
  5. The condition defaults to in.
  6. Type the tag name.
    1. Note, you do not need to add a hashtag when searching with a filter.
  7. The search results will automatically display.
Users, Learners tab with a filter being added in the Search area

If Advanced tagging was enabled on your platform and a tag group was associated with users, the associated tag group is visible on the user's profile page in the Account widget.

To learn more about Advanced tagging, please visit the Tags article.

User profile picture with an example of an advanced tag drop-down menu in the Account widget

Removing accounts

To remove accounts:

  1. Click Users from the primary navigation menu.
  2. Click an account type tab.
  3. Select the accounts you want to remove.
  4. Click Remove.
Users, Learners tab with two learners selected and the Remove button highlighted

A confirmation page displays. To finish the process:

  1. Click Confirm.
Users confirm remove page for two users

You can also remove an account through a user's profile page.

  1. Access a user's profile page.
  2. Locate the Account widget in the right panel.
  3. Click Delete in the Account widget. 
  4. Complete the confirmation page to remove the account.
User profile page with the Delete button highlighted in the Account widget

Adding mentors to accounts

The platform allows you to assign a mentor to user accounts. To add a mentor to a user:

  1. Access the user's profile page.
  2. Click the Mentors tab.
User profile page with the Mentors button selected in the profile menu

  1. Click + Add. 
User profile page, Mentors page with the Add button highlighted

The Select users pop-up displays a list of mentors.

  1. Select a mentor from the Matches list.
  2. Click the right arrow to move the mentor to the Selected list.
  3. Click Add.
Select users pop-up with a user added to the Selected column

The mentor has been assigned to the user. To remove mentor accounts:

  1. Access the user's profile page.
  2. Click the Mentors tab.
  3. Select the mentor.
  4. Click Remove.
User profile page, Mentor page with a mentor selected and the Remove button highlighted

You can also add mentees to mentor accounts. To add mentees to a mentor account:

  1. Access a mentor's profile page.
  2. Click the Mentees tab.
  3. Click + Add. 
  4. Select mentees using the people picker.
Mentor's profile, Mentees page with the Add button highlighted

Logging in as a user

As an administrator, you can log in as any user on the platform, other than the Super Administrator. This feature allows you to research and troubleshoot user issues.  To log in as another user:

  1. Access the user's profile page.
  2. Locate the Account widget in the right panel.
  3. Click Log in as this user.
User profile with the Log in as this user button highlighted in the Account widget

The 'Log in as this user' pop-up displays.
  1. Click Log in using update mode if you want your actions, such as a course completion, to be logged.
  2. Click Log in using stealth mode if you do not want your actions logged.
Log in as this user pop-up

After selecting a log-in option, you will be logged in as the user and can research and troubleshoot issues based on their portal experience. To log off as the user:
  1. Click the Profile menu.
  2. Click Log out. 
You will be returned to your account.

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