Admin → Users is where you manage the people who sign in to your workspace. You can invite users, set each person's role, decide which surveys they can see, and remove people who've moved on. Every user takes one of the seats included in your plan.

The agents your customers rate are team members, not users. They never sign in, so they're free and unlimited on every plan, and one person can be both when an agent also needs to sign in.

A role decides what someone can see and change once they sign in. Every workspace has the same built-in roles:

Admin covers the whole product, and billing sits outside it so you can give someone finance access without giving them the rest. Only the Owner and the Billing role can open Admin → Billing.

Transferring ownership, removing the Owner, and deleting the workspace stay with the Owner, and can't be handed to an Admin.

To check your own role, open Admin → Users and read the Role column next to your name.

Managers and Collaborators can open Admin → Settings and read what's there, but changing any of it takes an Admin or the Owner.

Custom roles are available on Elite and Enterprise. Standard and Pro come with built-in roles, plus one setting you can change on them: the Collaborator role's feedback visibility.

A custom role grants named actions and sets what its holders can see. The visibility options are:

To let someone build and edit their own surveys without seeing anyone else's, set survey access to Assign surveys individually to users and turn on Manage surveys.

Survey access decides which existing surveys someone sees. Manage surveys decides whether they can make a new one.

This works on every plan and it doesn't need a custom role.

The mapping is what makes it work. Simplesat maps the two automatically when the user's email matches the team member's email, so you only add a manual mapping when the helpdesk address and the Simplesat address are different.

Only the Owner and Admins can invite people. An Admin can't invite an Owner or a Billing-role user, so ask the Owner for those two.

To invite someone:

They'll get an email, and until they accept it they show as pending in the Status column. Once they accept, they land on the Success dashboard with a checklist suited to their role, so there's nothing extra for you to send them.

Every plan carries a set number of user seats:

Team members are unlimited on every plan and never count against this.

There's no seat add-on, so moving up a plan is what raises the number. Removing a user frees their seat immediately, and you can check what you're using at Admin → Usage.

Admin → Users → Edit changes a person's role and their login method. Names and email addresses belong to the person, so they change their own on Profile → Edit profile.

Removing a user takes their access away and frees the seat right away. It doesn't delete their Simplesat login, and it changes nothing outside Simplesat. Once they're gone from Admin → Users, there's nothing else to remove.

Only Owners and Admins can edit or remove users, and an Admin can't remove the Owner.

Owners and Admins get access to every new survey automatically. Managers and Collaborators start with none, so someone has to grant it to them.

That's why a dashboard or report with nothing in it usually means a missing survey, not a broken report. Check access before you check filters.

Either of these grants it:

Dashboard access takes precedence over per-survey access, so granting someone a custom dashboard can show them data from surveys they can't otherwise see. It's worth looking through what a shared dashboard contains before you share it widely.

The invite form shows "This email already exists. Use a different one to continue" for several different problems, and a duplicate address is only one of them, so a different address won't fix the others. Work through these:

The same email address can belong to any number of workspaces, so being a user somewhere else never blocks an invitation here.

If none of those fit, contact us with the address you're trying to invite and we'll tell you what's blocking it.

Invitation links expire. Ask an Owner or Admin in your workspace to open Admin → Users, find the pending invitation, and choose Resend invitation email.

Each person changes their own email address on Profile → Edit profile and signs in again with the new one.

Check that you're both in the same workspace. Your profile menu names the workspace you're currently in, and its ID is the first part of the path in the browser address bar. Change workspace in that same menu lists every workspace you belong to, with the ID beside each name.

First check whether any responses exist for that team member at all. A team member who has never been associated with a survey shows nothing, and that isn't a permissions problem.

If responses do exist, either the user is missing survey access, or their feedback visibility is set to Only feedback associated with the user and they aren't mapped to a team member.

An Admin or the Owner creates the mapping, and the option doesn't appear when the person you're mapping is an Admin or Owner themselves. Those roles already see everything, so there's nothing to restrict.

One. Owner-level actions can't be handed to an Admin, so changing who holds them means transferring ownership.

By design. Admin covers the product, and billing is kept separate so you can grant finance access on its own with the Billing role.

Yes. Every role uses a seat, Collaborator and Billing included. Only team members are free.

No. Managers work with reporting and feedback. Creating and editing surveys takes an Admin, the Owner, or a custom role with Manage surveys.

Yes. Grant it on their existing user record, or from the survey's three-dot menu.

Those are team members. They never sign in, so they don't need a login or a seat, and your helpdesk integration usually creates them for you.

Only for Collaborators, and only their feedback visibility. The other built-in roles are fixed, so a different combination means creating a custom role on Elite or Enterprise.

Yes, on Elite and Enterprise. Audit logs record who did what in your workspace, and you'll find them at Admin → Workspace settings.