User Access

Managing who has access to your HighLevel account is important for security, efficiency, and accountability. This article explains how to manage users at both the agency and sub-account levels, configure user details and account assignments, control roles and permissions, manage Login As access, and verify sensitive login-email changes.

TABLE OF CONTENTS

• Agency User Management
• User Management (Sub-Account Level)
• Permissions & Roles Overview
• Email Change Verification
• Best Practices
• Frequently Asked Questions
• Related Articles

Agency User Management

Who This Is For

This section applies to agency owners and admins who need to grant access to employees or client personnel across multiple sub-accounts.

How to Access

1. From Agency View, go to Settings.
   
   
2. Select Users.

What You Can Do

From Users, you can search the user list, add new users, edit existing users, manage roles and permissions, transfer ownership when applicable, manage sub-account access, or remove users.

When adding or editing a user, you can configure supported user details, roles, permissions, and account assignments.

• Personal logo for the user profile
  
  
• First name
  
  
• Last name
  
  
• Email address used as the login email
  
  
• Phone number
  
  
• Password
  
  
• Permissions — see Agency | Managing User Roles & Permissions for more information.
  
  
  
• User Type
  • Agency: The user can access all client accounts under the agency.
    
    
  • Account: The user can access only selected client accounts.
    
    

Account Assignment

• For an Agency user type, specify which client accounts the user should receive notifications for.
  
  
• For an Account user type, select the specific client accounts the user can access.
  
  

The redesigned Users experience also provides user search, clearer owner-role guidance, ownership transfer controls, improved duplicate-email guidance, and call-forwarding and voicemail options during user creation.

If an email address already exists in the agency, HighLevel provides guidance on the appropriate next step, such as contacting the agency admin or adding the existing user from Users.

Login As Permission

The ability to Login As another user is permission-gated for each admin. When Enable Login As is turned off for a user, the Login As option is hidden.

Go to Agency View → Settings → Users → Edit User → Roles & Permissions → User Management to manage this permission.

User Management (Sub-Account Level)

Who This Is For

This section applies to admins and users who manage access within a specific HighLevel sub-account. Users added here are also visible in the Agency-level Users area.

How to Access

1. Open the required Sub-Account.
   
   
2. Go to Settings → Users.

What You Can Do

From Users, you can search, add, edit, and remove users and manage their available roles, permissions, and access settings.

Supported user details include:

• Personal logo
  
  
• First name
  
  
• Last name
  
  
• Email used for login
  
  
• Phone number
  
  
• Password
  
  
• Permissions — see User Roles, Permissions and Assigned Data: Subaccount for more information.
  
  

When creating a user, the redesigned experience also includes available call-forwarding defaults and voicemail setup.

If the email address already exists in the agency, HighLevel provides guidance on the appropriate next step, such as contacting the agency admin or adding the existing user from Users.

Automatic personal booking calendar creation for newly added sub-account users depends on the agency-level Preloaded Example Data setting in Settings → Company.

Permissions & Roles Overview

You can control what each user can access and what actions they can perform by assigning the appropriate roles and permission scopes.

Permissions can determine which areas of HighLevel a user can access, which actions they can perform, and which accounts or assigned data they can work with.

Email Change Verification (Multi-Channel OTP)

Changing a user's login email is a sensitive update. HighLevel supports multi-channel OTP verification so identity can still be confirmed when the existing email address is inaccessible.

Available verification methods:

• Email OTP
  
  
• Phone (SMS) OTP
  
  
• TOTP (Authenticator app)
  
  

The verification methods shown depend on the user's verified 2FA methods.

When You Change Your Own Email

Users can manage their own login email from My Profile → Security.

• The system prompts you to verify using another available 2FA method, such as SMS or an Authenticator app.
  
  
• If no other verified method is available, you are prompted to set up an authenticator app.
  
  

When an Admin Changes Another User's Email

The system shows the available verification methods for that user, which can include Email, SMS, and/or an Authenticator app.

Best Practices

• Use least privilege: Give users only the permissions they need. Avoid granting full agency access unless necessary.
  
  
• Use Account-type users for limited access: Choose this user type when someone should have access only to selected client accounts.
  
  
• Track changes: Maintain clear records of who has access and when access changes are made.
  
  
• Review access periodically: Update permissions or remove users when their responsibilities change or access is no longer required.

Frequently Asked Questions

Q: What's the difference between an Agency user type and an Account user type?

An Agency user type grants access across all client accounts under the agency. An Account user type restricts access to only the client accounts you explicitly select.

Q: If I add a user under Users in a sub-account, will they appear in Agency User Management?

Yes. Users added in a sub-account are also visible in the Agency-level Users list.

Q: Can I set different permission levels for different users?

Yes. Permission settings let you control which supported features and actions each user can access.

Q: How do I change someone's access later if their role changes?

Open the relevant user record in Users at either the Agency or Sub-Account level, then update the user's type, assigned accounts, roles, or permissions as needed.

Related Articles

• Admin vs. User Roles and Permission Scopes
• User Roles, Permissions and Assigned Data: Subaccount
• How to Create a User or Admin to Manage Multiple Locations Without Giving Them Agency Access
• Agency | Managing User Roles & Permissions
• Login As User (Agency Admin Only)