---
title: Add a User and Set Their Role, Service Area and Skills
description: Add a user in Platform Settings, pick a role, email their invite, then set service areas, skills and call groups so dispatch can assign the right jobs.
---

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1. [MetaFleet Answer Hub](https://support.metafleet.ai/?hsLang=en)
2. [Admin & Settings](https://support.metafleet.ai/admin-settings?hsLang=en)
3. [Roles, Permissions & Users](https://support.metafleet.ai/admin-settings?hsLang=en#roles-permissions-users)

# Add a User and Set Their Role, Service Area and Skills

## Add a team member, pick their role, email their invite, and set the service areas and skills that decide which jobs they can be assigned.

**For:** Administrators and managers · **Permission:** Manage users · **Time:** ~5 minutes

### Quick summary

1. Go to **Platform Settings › Users** and click **+ New user**.
2. Enter the **Name** and **Email**, and pick a **Role**.
3. Leave **Email an invite now** on and click **Add and invite**.
4. Click the user's name in the list. Set the **Primary Service Area**, and for technicians the **Services Provided**.
5. Add the user to **Call Groups** if they take phone calls.

### Before you start

- You need the user's work email. Their invite goes there, and they sign in with it.
- Know the role, service area and, for technicians, the skills the user needs.
- Create the service areas first. See [Create a Service Location](https://support.metafleet.ai/create-a-service-location?hsLang=en).
- You can only give a role whose permissions you hold yourself. Other roles are locked and marked **Above your access**. Ask an administrator who holds the role to add this user.

### Open the Users page

Click the gear icon in the top bar, then choose **Users** under **Company** in the Platform Settings menu. The page lists every user with their **Name**, **Email**, **Role**, **Ext**, **Area** and **Status**.

![Users page with the + New user button, the search box and the All users, Not joined yet and Inactive tabs](https://support.metafleet.ai/hs-fs/hubfs/knowledge-base/oct-2026/creating-a-user-08-users-tabs-v2.png?width=932&height=160&name=creating-a-user-08-users-tabs-v2.png)

*The tabs show a count. **Not joined yet** lists everyone who hasn't joined, and **All users** leaves out inactive users.*

| Status | What it means |
| --- | --- |
| **Active** | The user has joined and can sign in. |
| **Invited** | The invite went out and the user hasn't joined yet. |
| **Not invited yet** | The user was added, but no invite went out. |
| **Invite expired** | The invite is more than 14 days old. Send it again. |
| **Inactive** | The user can't sign in. |

### Add the user

1. Click **+ New user**. The **Add a user** window opens.
2. Enter the **Name** and **Email**. The email must not belong to another user at your company.
3. Under **Role**, click at least one role. You can pick more than one.
4. Optional: enter a **Mobile phone** for job texts and an **Extension** of 2 to 10 digits.
5. Leave **Email an invite now** on to send the invite right away. The line under the switch shows the address it goes to.
6. Click **Add and invite**.

![Add a user window with the Technician role picked, Email an invite now on and the Add and invite button](https://support.metafleet.ai/hs-fs/hubfs/knowledge-base/oct-2026/creating-a-user-01-new-user-form-v2.png?width=716&height=515&name=creating-a-user-01-new-user-form-v2.png)

> **Phone format.** Type the phone number as `+1 6195550142`: a plus sign, 1, a space, then 10 digits. Without the "+1 " the form shows "Phone number must be in the format: +1 ##########" and won't save.

![Mobile phone field outlined in red with the phone number format error under it](https://support.metafleet.ai/hs-fs/hubfs/knowledge-base/oct-2026/creating-a-user-02-phone-format-v2.png?width=704&height=135&name=creating-a-user-02-phone-format-v2.png)

You stay on the Users page. A green note confirms the invite went out, and the user shows as **Invited** until they join.

### Add someone now and invite them later

Switch **Email an invite now** off. The button changes to **Add user**, and the user shows as **Not invited yet**. No email goes out until you click **Send invite** on their row in the Users list.

![Email an invite now switch turned off, with the caption They'll show as Not invited yet and the Add user button](https://support.metafleet.ai/hs-fs/hubfs/knowledge-base/oct-2026/creating-a-user-07-invite-off.png?width=708&height=163&name=creating-a-user-07-invite-off.png)

### Resend or cancel an invite

Find the user under **Not joined yet** and click **⋯** on their row.

![Invited user row with the ⋯ menu open, showing Resend invite with the 2-minute wait and Cancel invite](https://support.metafleet.ai/hs-fs/hubfs/knowledge-base/oct-2026/creating-a-user-09-row-menu.png?width=341&height=116&name=creating-a-user-09-row-menu.png)

- **Resend invite** emails them again and restarts the 14 days. You can resend 2 minutes after the last send, up to 10 sends in all.
- **Cancel invite** asks you to confirm first. Click **Cancel invite** to remove the account and stop the link in their email, or **Keep invite** to leave it. You can add them again later.

For an active user, **⋯** shows **Deactivate**, or **Reactivate** on the **Inactive** tab. You need to manage users. See [Deactivate or Remove a User](https://support.metafleet.ai/deactivate-or-remove-a-user?hsLang=en).

### Open the user's page

Click the user's name in the list. Click **Edit** on a section, make the change, then click **Done** (**Stop Edit** on Roles). You can do this before they join.

### Change a role later

In **Roles**, click **Edit**, then click the role: **Dispatcher**, **Technician**, **Administrator** or **Technician+**. Click **Stop Edit** when you finish.

The active company owner shows **Every permission** in the Role column, and nobody in your shop can change the owner's roles.

![Roles section in edit mode with Technician highlighted next to Dispatcher, Administrator and Technician+](https://support.metafleet.ai/hs-fs/hubfs/knowledge-base/oct-2026/creating-a-user-03-roles.png?width=458&height=160&name=creating-a-user-03-roles.png)

### Set the service areas

1. **Primary Service Area:** click **Edit**, then click the location where the user mainly works.
2. **Secondary Service Areas:** click **Edit** and click each other location the user covers. Click **Done**.

![Primary Service Area showing San Diego Central and Secondary Service Areas showing San Diego East County](https://support.metafleet.ai/hs-fs/hubfs/knowledge-base/oct-2026/creating-a-user-04-service-areas.png?width=458&height=244&name=creating-a-user-04-service-areas.png)

### Set the services and skills (technicians)

In **Services Provided**, click **Edit**. A new user starts with the service types **Repair**, **PM / Inspection** and **Towing** checked. Clear the ones the user doesn't do. Below them is a list of skill buttons, such as **Electrical Repair**. Click a button to turn that skill on. Click **Done**.

> **Keep at least one service type checked.** With none checked the card shows "No service types selected" and the technician is never offered a job.

![Services Provided in edit mode with Done at the top right, the three service types checked and the skill buttons below](https://support.metafleet.ai/hs-fs/hubfs/knowledge-base/oct-2026/creating-a-user-05-services-provided-v2.png?width=440&height=380&name=creating-a-user-05-services-provided-v2.png)

Service areas and services decide whether a technician shows up when a dispatcher assigns work. See [Manually Assign a Technician](https://support.metafleet.ai/manually-assign-a-technician?hsLang=en) and [How Auto-Assignment Picks the Best Tech](https://support.metafleet.ai/how-auto-assignment-picks-the-best-tech?hsLang=en).

### Add the user to call groups (optional)

In **Call Groups**, click **Edit** and click each group: **Operator**, **Finance**, **Dispatch** or **Support**. Click **Done**. Call groups are used for phone routing.

![Call Groups section in edit mode with Operator, Finance, Dispatch and Support buttons](https://support.metafleet.ai/hs-fs/hubfs/knowledge-base/oct-2026/creating-a-user-06-call-groups.png?width=458&height=176&name=creating-a-user-06-call-groups.png)

### How the new user joins

1. The user opens the invite email and clicks **Join** with your company's name.
2. On the join page they click **Email me a code**.
3. They type the code from their email and click **Join**.
4. They check their name and mobile phone. They can click **Skip for now**.

Their status changes to **Active**. The invite link lasts 14 days.

### How the user signs in after that

There is no password. The user enters their work email on the MetaFleet sign-in page, and MetaFleet emails a one-time code. On the shared sign-in page they also enter your **Company ID**, so give it to them. If your company has its own sign-in address, there is no Company ID box: the address already tells MetaFleet which company.

Only the newest code works. After 5 wrong tries, that code stops working, even if the next try is right: ask for a new code and use that one. The account never locks.

### Troubleshooting

| Symptom | Likely cause | Fix |
| --- | --- | --- |
| The phone number won't save | The number is missing "+1 " | Enter it as `+1 6195550142`. |
| A technician doesn't appear when assigning a job | No service area, or the service types and skills don't fit the job | Set the **Primary Service Area** and check **Services Provided** on the user's page. |
| A role is locked and marked **Above your access**, or refused with "it grants permissions beyond your own" | Your own account doesn't hold that role's permissions | Ask an administrator who holds the role to set it. |
| The form says "Pick a role for" and the user's name | No role is picked | Click at least one role under **Role**. |
| The form says someone at your company already uses this email | That address already belongs to a user | Search the **All users** and **Inactive** tabs for it. |
| A red note says the user was added, but the invite email didn't go out | The email wasn't accepted. The account stays as **Not invited yet** | Check the address, then click **Send invite** on their row. |
| The user never got the invite | Email typed wrong, or it went to spam | Ask them to check spam. If the address is wrong, click **⋯**, choose **Cancel invite** and add them again. |
| The join page says "This invite has expired" | The invite is more than 14 days old | Click **⋯** on their row and choose **Resend invite**. |
| The join page says "This invite isn't active" | The invite was cancelled, or the account is inactive | Add them again, or check the **Inactive** tab. |
| **Resend invite** is greyed out | It was sent in the last 2 minutes, or it has gone out 10 times | Wait 2 minutes. After 10 sends, check the address with them, cancel the invite and add them again. |
| A joined user doesn't get a sign-in code | Email typed wrong, or wrong Company ID | Open the user from **Platform Settings › Users**, click **Edit** under **Personal Details**, correct the email and confirm **Change email**. To change someone's email you must hold every permission that user holds. They sign in with the new email from then on. Also confirm the Company ID. |
| A user can't open certain pages | Their role doesn't include that access | Open the user and check the role under **Roles**. Add or change it. |
| The user isn't called by the phone system | Not in a call group | Add the user under **Call Groups**. |

### FAQs

**Do users need a password?**  
No. They join and sign in with a one-time code sent to their email.

**Can I add someone without emailing them yet?**  
Yes. Switch **Email an invite now** off, then click **Send invite** on their row when you're ready.

**How long does an invite last?**  
14 days. Each resend starts the 14 days again.

**Can I change a user's role later?**  
Yes. Open the user from **Platform Settings › Users**, click **Edit** under **Roles** and choose another role.

**Can a user have more than one role?**  
Yes. The Users list shows combinations such as Technician and Administrator.

**Does every user need a service area?**  
Technicians and dispatchers who work a territory should have one. Administrators who don't work jobs can leave it empty.

**Do all technicians need skills added?**  
Yes. Open **Services Provided** on the user's page and turn on each skill the technician has, and keep at least one service type checked.

**Can I remove a user?**  
You can deactivate them. See [Deactivate or Remove a User](https://support.metafleet.ai/deactivate-or-remove-a-user?hsLang=en).

**Where do I set shifts and time off?**  
Lower on the user's page, under **Recurring schedule** and **Time off**.

### Related articles

- [Join Your Team on MetaFleet](https://support.metafleet.ai/join-your-team-on-metafleet?hsLang=en)
- [Create a Service Location](https://support.metafleet.ai/create-a-service-location?hsLang=en)
- [Manually Assign a Technician](https://support.metafleet.ai/manually-assign-a-technician?hsLang=en)
- [How Auto-Assignment Picks the Best Tech](https://support.metafleet.ai/how-auto-assignment-picks-the-best-tech?hsLang=en)

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