Adding new users
Ticketclosed
Ashwell Mercer Interiors · Adding new users
Craig Ashwell requested guidance on adding three new team members to the Growth tier brain. Manual user addition was configured for two London-based employees; one remote employee encountered email domain mismatch.
What happened
What this says
As at Fri 9 Oct 2026Craig Ashwell requested guidance on adding three new team members to the Growth tier brain. Manual user addition was configured for two London-based employees; one remote employee encountered email domain mismatch.
Problem: Craig needed to add three new users to the Growth tier. Bethan explained that Growth requires manual per-user addition, while Enterprise tier with SSO offers bulk import. Handling: Craig successfully added two London-based employees to the system. A remote employee's email could not be matched to the corporate directory on first attempt, likely due to a different email domain. Watch: Positive signal of team expansion. Upsell opportunity if customer approaches Growth tier limit of 40 users, or if they require bulk user management features offered in Enterprise tier.
Details
Updated 9 Oct 26Trail
created · Craig Ashwell 25 Feb 2025 16:29I need to add three new team members to the brain. Two are in the commercial team and one is in the credit-control team. How do I get them set up? Do they need to be onboarded individually or can I import them in bulk?- Public reply · Bethan Lister 26 Feb 2025 07:52Hi Craig, thanks for getting in touch. You can add them individually through the Users section in Admin, or if you wanted bulk import you'd need Enterprise with SSO, which does that for you automatically. Since you're on Growth, the manual add is the straightforward way. Want me to walk you through it? Thanks, Bethan
- Public reply · Craig Ashwell 26 Feb 2025 14:13Manual add is fine. Two of them are in the London office and one is remote. They're all in our IT directory. Can I just use their email addresses from there?
- Public reply · Craig Ashwell 28 Feb 2025 13:06I've gone ahead and added the two London team members. Got them set up and they can log in. For the remote person, they're in our system but when I try to add them it says the email doesn't match. Any idea what's going on?
- Public reply · Bethan Lister 28 Feb 2025 14:24That sometimes happens with remote users if their email domain is different or they're in a separate directory. Can you check if they have a corporate email address in your system? Sometimes remote team members use a different email. Once you find the right one, that should work. Let me know if you get it sorted, or I can help you add them with admin credentials if needed. Thanks, Bethan
- Status change · 4 Mar 2025 23:59