Available On: Essential, Premium, Professional, Enterprise
Understanding UpKeep's user types is essential for optimizing productivity, streamlining communication, and ensuring proper permissions.
UpKeep offers different user roles to cater to the needs of different team members, ensuring that everyone has the appropriate level of access and responsibilities.
Administrator users in UpKeep have the ability to manage all users and teams within their account. This includes editing user information, updating roles, and configuring team settings. Keep in mind that while Administrators can modify other users' roles and details, they cannot change their own role.
💡Every Account MUST have an admin in the account at all times
How to Invite Your Team Members to Join UpKeep
When a user is invited to the account, they will receive an email with directions to finish setting up the account.
Steps:
Access your user list through the People and Teams section
Click the Add Person button
Enter your team member's email address
Select a User Role. The green tag means paid type (will use one of your licenses)
Click + Add User if you're looking to add more than 1 team member
Select Invite. New users will receive an email invitation letting them know they've been invited to your team!
New Users will create their login information by clicking the link in the email they receive.
How to Resend Invite Link After Expiration
If a user has not accepted the invitation link within 48 hours, that link will expire. In order to send a new link, the admin will the steps below:
Steps:
Access your user list through the People and Teams section
Click the desired user
User status will say Pending if they have not accepted the invite
Select the Option Menu by clicking the 3 dots in the top right
Select Resend Invite
💡 Not sure what roles are right for your team? Check out UpKeep's different User Roles.
How to Update a User's Account Type
Admins can update basic user information, such as First and Last Name, account type and location based permissions.
Steps:
Access your user list through the People & Teams page
Click the desired user for whom you'd like to change
Select Edit
Under Account Type select the account type applicable to the user
Set Location Based Permissions or add in any user categories
Select Save Changes
💡Admins CANNOT change their own account type. However, another Admin on the team can follow these steps to update the account type. If you are the only admin, contact [email protected] for guidance if you need to reassign that role.
💡 Admins cannot modify a user's email or password; these updates must be made by the user. To help users update their account information, you can share the link provided: How to Change Email Address/Username
How to Deactivate or Delete Users from UpKeep
Managing user accounts in UpKeep is essential for maintaining an organized workspace and ensuring accurate data management. This includes deactivating users to retain their historical data or permanently deleting them for complete removal.
Deactivating a User
Deactivating a user prevents them from logging in while keeping their data and history intact. If they rejoin your team, you can reactivate their account at any time — they'll pick up right where they left off, with all their previous data restored.
Deactivate vs. Delete
Deactivate if you need to retain the user's historical data for reference.
Delete if you want to permanently remove the user and their data. Note that deleted work will need to be reassigned.
Steps to deactivate a user:
Access your user list through the People & Teams page
Click the desired user you'd like to delete
Select the Option Menu by clicking the 3 dots in the top right
Select Deactivate
The user will be logged out of the system and no longer have access to your UpKeep account.
Delete a User
Deleting a user is the permanent removal of the user from your UpKeep account. Anywhere that user was applied in the UpKeep application will now be blank.
Things to consider:
If they were the primary worker, or they completed the work order, it will no longer have them listed.
If the user ever needed to regain access to your team, they would need to be created as a new user and re-associated to any desired data.
Before initiating the deletion of an active user, ensure there are no outstanding active Work Orders assigned to them.
All Work Orders must be reassigned or resolved prior to deletion.
Before deleting a user, ensure that their work items are reassigned to prevent any disruptions in workflows. This ensures a smooth transition and prevents disruptions in operations, particularly for critical or unresolved tasks.
Steps to delete a user:
⚠️ Deleting is a user is a permanent action that cannot be reversed
Access your user list through the People & Teams page
Click the desired user you'd like to delete
Select the Option Menu by clicking the 3 dots in the top right
Select Delete
A pop-up warning will appear asking if you are sure you want to delete the user
Select Delete
FAQs about Managing UpKeep Users
Why am I getting a "User already exists" error when inviting someone?
UpKeep allows only one account per email address. If you see this error, the person's email is already linked to another UpKeep account — often a trial account they created previously. The existing account must be deleted before you can invite them to yours.
💡 If the user simply can't remember their password, they can reset it here.
How to resolve it:
If the user can log in to the old account and is an admin: They can delete themselves by going to People & Teams, clicking into their own profile, selecting the 3-dot menu next to Edit, and choosing Delete.
If the user can't log in: Have them contact the admin of the account they're currently on and request deletion, or contact UpKeep Support at [email protected] with the email address. The user must approve the deletion.
For subscription-based accounts: Additional steps involving the Subscription Manager may apply — contact UpKeep Support for assistance.
Once the old account is deleted, you can invite the user to your account normally.
Tips to prevent this in the future:
Remind users not to sign up for trial accounts if they plan to join an existing team.
Advise new employees to check whether your company already has an UpKeep account before creating a trial.
Double-check email addresses before sending invites.
Confirm the user is not currently deactivated within your account.
How do I stop persistent notifications for deactivated users?
If a deactivated user continues to receive notifications from UpKeep, follow these steps to resolve the issue:
Review the notification settings and ensure the user's email address has been removed from all notification lists.
Manually block the user's email address from receiving further UpKeep emails. This change typically takes effect within 24 hours.
Verify all notification settings again to confirm complete removal of their email.
How to Reactivate a Deactivated User Account?
Reactivating a user account involves accessing the People & Teams section, enabling the "Include Deactivated" filter, and selecting the user's information to reactivate them. For a complete guide, refer to the steps in the "How to Reactivate a Deactivated User Account" section.
Can a users' role changed at any time?
A users' role can be changed at anytime to accommodate the permission they need in UpKeep. Example: A Technician can become an Admin by updating their role.
If users report that their assigned roles or permissions are not reflecting properly after an update, ensure they log out and log back in after waiting 5 minutes for the changes to synchronize. If issues persist, check the administrative logs to confirm the role update transaction and contact support if needed.
Why can't I see custom roles on the account type menu?
Custom Roles will only appear in the account type dropdown list after they have been created in UpKeep.
Invited a new user and the link has expired.
If a new user has not accepted their invite via email within 24 hours that link will expire. An admin can resend that invitation or the user can hit "forgot password" on the login page for UpKeep. If the invitation issue is related to a previously active trial account, check whether the trial account was fully deleted. Only then can an admin successfully resend the invitation.
If you're unsure which admin sent the invite, consider checking the invitation email. It often includes information regarding the admin who initiated the invitation. If further clarification is needed, reach out to other admins in the account for guidance. If re-invitation doesn't resolve the issue, users may need to wait until their previous account data in the system is fully purged; contacting support might expedite this process.
What are People & Teams categories used for in UpKeep?
People & Teams categories help identify what types of work users specialize in. These categories allow you to tag users based on their skills or responsibilities—such as HVAC, Plumbing, or Electrical—so that work orders can be assigned more efficiently. This makes it easier to find the right technician for the job based on their expertise.
What's the difference between deactivating and deleting a user in UpKeep?
Deactivating a user removes their access but keeps their data in the system. You can reactivate them at any time.
Deleting a user permanently removes their account and associated data. This action cannot be undone.
When to use each:
Deactivate if you need to block access but retain data.
Delete if the user is no longer needed and you want to remove them completely
FAQs about Post-User Management Issues
Deactivated Employees Still Receiving Notifications
Deactivated users may still receive notifications due to outdated notification settings. Review and update email lists to ensure their removal. Manual blocking can also resolve the issue.
Contact Information Still in System After Account Cancellation
If you have canceled an UpKeep account but still receive communications, contact UpKeep support to update your billing and communication records.
Missing Deleted User Accounts
Deleted user accounts no longer appear in the system.