What You'll Learn
This article will show you how to:
Create and invite new users to Uptick
Understand different user license types
Reset user passwords
Deactivate users and reassign their responsibilities
Manage dual roles for customers and contractors
Before You Start
To create and manage users, you need the Can create, update and delete user accounts permission in your security group.
Not sure about your permissions? Learn more about permissions and security groups.
How to Create and Invite a User
Step 1: Create the User Account
In the Uptick Web Platform, go to People > Users
Click Create User
Enter the user's Full Name and Email Address
Select the appropriate License type (see Understanding License Types below)
Click Create user and continue
Step 2: Configure User Settings
Select the appropriate Security Group - this controls what features and data the user can access
(Optional) Assign additional settings:
Service Group: Assign the user to a specific trade area or skill (e.g., Sprinkler, Electrical)
Zones: Define the geographic area the user operates within
Home Branch: Select the main branch the user is associated with
Branches: Link the user to additional branches if needed
Click Save account
Step 3: Send the Welcome Email
On the user's profile page, click Send welcome email
The user will receive an email with instructions to set their password and access Uptick
Note: Welcome emails expire after 48 hours. If the link expires, you can resend it by clicking Send welcome email again on the user's profile.
Understanding License Types
Choose the right license based on how the user will work in Uptick:
Field: For technicians using the Uptick App to complete servicing, repairs, and callouts in the field. Requires the Technician security group.
Desk: For office staff managing Uptick via the web browser. Includes access to the Uptick App if needed.
Contractor: Provides subcontractors access to the Contractor Portal to view and complete assigned tasks.
Customer: Grants clients access to the Customer Portal to view their service history and manage their properties.
API: Grants visibility and access to Uptick's API for integration purposes.
Timesheet Only: Allows users to start and stop the session timer, typically for apprentices who need to track time on-site.
Tip: You can also create contractor users directly from the People > Contractors page, and customer users from the People > Customers page.
How to Reset a User's Password
If a user forgets their password or needs to reset it:
Go to People > Users
Find the user and click View
On the user's profile, click Send welcome email
The user will receive an email with instructions to reset their password
How to Deactivate a User
When a user leaves your organization or no longer needs access to Uptick:
Step 1: Deactivate the Account
Go to People > Users
Find the user and click Edit
Uncheck the Active box
Click Save account
Note: Inactive users cannot log in until you reactivate their account.
Step 2: Reassign Responsibilities
Before deactivating, you'll need to reassign the user's responsibilities to another active user:
Default technician: Reassign properties where this technician is the default
Primary technician (unarchived tasks): Reassign unarchived tasks where this technician is primary
Office assignee: Reassign unarchived tasks assigned to this user
Warehouse manager: Reassign warehouses managed by this user
Select an active user for each responsibility to ensure work continues smoothly.
Managing Dual Roles
Customer and Contractor Roles
If someone needs to operate as both a Customer and a Contractor in Uptick, create two separate user accounts:
Create the first account:
Assign the Customer license
Configure the Customer security group
Use their primary email address
Create the second account:
Assign the Contractor license
Configure the Contractor security group
Use a different email address (e.g., add "+contractor" to their existing email)
Important: Each account must have a separate email address to function properly.
Frequently Asked Questions
How long will I stay signed in?
On the Uptick Web Platform:
You'll remain logged in unless:
No activity is recorded for 7 days (activity means accessing or viewing any part of the workspace)
Your user account is deactivated
Your email address or password is changed
On the Uptick App:
You'll remain logged in until you manually sign out. However, if your workspace name or user account is changed, the app will display error messages explaining why data couldn't be refreshed.
What should I do if the welcome email link expires?
If the welcome email link has expired, simply resend the welcome email:
Go to People > Users
Find the user and click View
Click Send welcome email on their profile
This will generate a new link and give the user access again.
How long is the welcome email valid?
Welcome emails expire after 48 hours. If the user doesn't set their password within that timeframe, you'll need to resend the welcome email.
Can I edit a user's email address after creating their account?
Yes, but keep in mind that changing a user's email address will sign them out of the Uptick Web Platform. They'll need to sign in again using the new email address.
What's the difference between Security Groups and Service Groups?
Security Groups control what features and data a user can access in Uptick (permissions)
Service Groups identify the user's trade area or skill set, such as Sprinkler, Electrical, or HVAC
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