How to Add a User to a Customer Account

In this article:

• Overview
• How to add a user to a customer account
• Things to keep in mind
• FAQs
• Who can do this

Overview

From a customer account's detail page you can add an existing person from your master Partner account into that account — useful for placing your own team members (account managers, support staff, instructors) into a customer's account. This adds an existing person; it does not create a brand-new person. If someone doesn't yet exist in your master Partner account, you invite them from inside the customer account itself instead.

How to add a user to a customer account

1. Go to Partner Portal → Accounts and open the account you want to add someone to.
2. On the account's detail page, click Add User To Account.
3. The "Add Existing Person To Account" modal opens, noting: "Search and add people from your master partner account." and "If you need to add a person to this account that does not exist in your partner account you will need to invite them from within the account".
4. Enter the person's Email and click Search. If they're found you'll see "The following user will be added: {name}"; if not, you'll see "No person found in partner account with this email".
5. Optionally enter a Position.
6. Choose a Role (required) from the roles available in that account.
7. Optionally toggle Send Welcome Email on if you want the person to receive a welcome email.
8. Click Add User To Account.

On success you'll see "{name} has been successfully added to this account".

Things to keep in mind

• This action adds existing people from your master Partner account — it does not create a new person. The search looks them up by email within your Partner account.
• If the email isn't found, that person doesn't exist in your master Partner account yet. To add someone brand new to a customer account, invite them from inside that account instead (see "How to Invite People to Your Account").
• Role is required — the person won't be added until you've selected one. The available roles are those defined in the account you're adding them to.
• Send Welcome Email is off by default; turn it on if you want the person notified.

FAQs

Can I create a brand-new person from this screen?
No. This adds an existing person from your master Partner account. Brand-new people must be invited from within the customer account itself.

Why does my search say "No person found in partner account with this email"?
That email doesn't match anyone in your master Partner account. Check the address, or if the person is genuinely new, invite them from inside the customer account instead of using this screen.

Do I have to send a welcome email?
No. The Send Welcome Email toggle is optional and off by default — turn it on only if you want the person to receive one.

Who can do this

Adding a user to a customer account is a Partner Portal action, available to administrators of a Partner account — typically the Owners and Admins of the partner organisation. The Partner Portal is only visible within a Partner account (regular customer accounts don't see it) and is hidden from Restricted users. If you can't see the account detail page under Partner Portal → Accounts, your account isn't a Partner account or your role doesn't have access.

Updated on: 20/07/2026