See Who Signed Up on the Portal
Goal
Answer the questions a customer's email or phone call raises — did my sign-up work, why can't I sign in, which company am I in — without opening the database.
Before you start
You need the PlatformAdmin role. The list shows the portal users of your tenant's portals; a portal registered to another tenant on the same deployment is not visible here.
Where it is
Admin Control Center → Portal users, beside Users. They are two different lists on purpose:
- Users are your staff — makers and administrators, with roles, who sign in to the Shell and the Admin Control Center.
- Portal users are your customers — people who created an account on parsware.com, or were invited into a company there. They hold no roles, they get no Shell session, and they never appear in a user picker inside an environment.
What the list shows
| Column | What it tells you |
|---|---|
| Name, Email | What they typed at sign-up. The email is their username. |
| Email confirmed | Whether they opened the confirmation message. Until they do, nothing free or paid happens on the account. Not confirmed is the most common answer to "my sign-up did not work". |
| Companies | The company (or companies) they belong to, with their role in each — Owner, Billing or Member. No company yet means they confirmed but have not started or joined one. |
| Status | Active; Locked out until … after too many wrong passwords or codes (it ends on its own); or Deactivated. |
| Authenticator | Whether they enrolled an authenticator app. Optional for customers, so Not set up is normal. |
| Sign-in methods | Password, or the providers they linked — Google, Microsoft. Somebody who signed up with Google has no password to reset. |
| Signed up | When the account was created. |
Type part of a name or address in the box above the list and it narrows as you type (Enter applies it at once). Click a row to open the full description, including every company with the date they joined it.
For a more precise question — not confirmed, signed up this month, deactivated, on this portal — use Filter beside the column chooser, and sort by any column's heading (Shift adds a second). Both work over every portal user, not just the page you are looking at, and take you back to the first page. See Sort and filter a list.
Adding somebody yourself
Press New, choose the portal (it is chosen for you when you have only one), and type their email, name and a password. The account is created already confirmed and no email is sent — you typed the address, so there is nothing for them to prove — and they can sign in at once with the password you give them. Use it for a tester, or for a customer you are setting up over the phone.
The portal's own rules still apply: an address already used on that portal is refused, and so is a password the portal would refuse at sign-up. Only your tenant's portals are offered.
Stopping somebody signing in
Open the person's row and press Deactivate. They cannot sign in from that moment, and every session they already had ends — on every device, not just the one in front of them.
You can also select the row and press it on the bar above the list, without opening it.
Use it for a compromised account, a fraudulent sign-up, or somebody who has to stop being able to sign in today.
What it does not touch: their company memberships, the tickets they raised, or anything else they own. Nothing is deleted, because the act is meant to be reversible — press Reactivate and they sign in again with the password they already have. (Reactivating does not restore the sessions that ended; they sign in.)
Locked out is the consequence of too many wrong passwords, and it ends by itself after a few minutes. Deactivated is a decision somebody made, and it ends when somebody decides otherwise. The Status column tells you which one you are looking at.
Confirming an address yourself
Open the person's row and press Mark email confirmed when you know the address is theirs — they phoned you, or the message never reaches them. A portal that asks for a confirmed address lets them in from that moment.
You can also select the row and press it on the bar above the list, without opening it.
Mark email not confirmed does the opposite: they are signed out everywhere, and cannot sign in again until they confirm the address. The sign-in page offers to send the confirmation message again as soon as it refuses them.
Looking after an account
The same things you can do for a member of staff on Users, in the same places:
- Name and photo — open the person's row. Change the Display name and press Save. Pick a photo and it is saved at once (the × removes it). The portal shows the new name and photo on the next page the person opens.
- Reset password — select the row and press Reset password on the bar. Type the new password and pass it on yourself; no email is sent. Every session they had ends, so whoever held the old password is signed out.
- Reset authenticator — for somebody who lost their phone. Select the row and press Reset authenticator (it is off for somebody with none). Their next sign-in is by password alone, and they can set up a new app from their account page. You may be asked for a code from your own authenticator first, as when you reset a member of staff's.
- Delete — select the row and press Delete. The account goes, with its sessions, company memberships and photo. Records they raised stay — they belong to their company. This cannot be undone; to stop somebody signing in for now, Deactivate instead.
What you cannot do here — and where it is done
A customer's company is managed by the customer, and that is deliberate:
- Inviting somebody, changing their role, removing them — the company's Owner, on the portal under Account → People.
- Leaving a company — the person themselves, on the portal under Account → People. They do not need an Owner's help, unless they are the company's only Owner, in which case they have to make somebody else an Owner first.
- Confirming an address — the person, from the confirmation message; they can ask for a new one on the sign-in page. (You can also mark it confirmed yourself — see above.)
- A forgotten password — the person, from the sign-in page. (Or you — see Reset password above.)
- A lost authenticator — their recovery codes. (Or you — see Reset authenticator above.)
Troubleshooting
Somebody says they signed up and they are not in the list. Search by the exact address; a typo at sign-up makes an account under the wrong address, which the confirmation message never reached. If there is truly no row, the sign-up did not complete — ask them to try again.
"My sign-up did not work." Almost always Email confirmed: Not confirmed. Ask them to check the confirmation message (and the spam folder), or to request a new one from the sign-in page.
"I can't sign in." Read Status and Sign-in methods. Locked out until passes on its own; a Google or Microsoft account has no password, so "wrong password" means they should use the provider button.