Access users
How you access managed users depends on whether you’re logged in to a top‑level (parent) or secondary‑level (child) account.
Managed users are standard users of the Dotdigital platform.
Top-level accounts
To access managed users:
Expand the User menu and select Settings.
Go to Users and teams > Users.
Secondary-level accounts
To access managed users:
Expand the User menu and select Settings.
Select Managed users.
Other user types
Accessing other types of users is the same whatever your account level.
To access API users or SFTP users:
Expand the User menu and select Settings.
Go to Access, then select either API users or SFTP users.
To access transactional email users:
Expand the User menu and select Settings.
Go to Transactional email > Credentials.
Unlock a user
If a user becomes locked, most commonly due to entering an incorrect password too many times, then we send an email notification to the account owner, and to any other users on the account who have the Can manage account permission enabled.
The email details which user is locked, and provides a link to the platform so you can unlock the user if you want to.
To do this:
Select the Edit icon for the locked user.
For Managed users, select the Email address to edit. You can see if a user is locked by checking the Status column.On the Manage user page, select Unlock.
Other reasons a user may be locked
Users may also be locked as a security measure due to suspicious external login attempts, or because of prolonged inactivity.
If you can’t unlock a user
If the Unlock button doesn’t work, try the following:
Refresh the **Manage users** page.
Close and reopen your browser.
Clear your browser cache and cookies.
In some cases, the unlock status updates on the server but isn’t immediately reflected in a cached browser session.
Restore access for inactive users
If a user’s account has been inactive for an extended period, you may need to:
1. Delete the inactive user account.
2. Add the user again as a new user to restore their access.
If you’re unsure why a user is locked or can’t restore access, contact the Support team for help.
If you’re unsure about or are unable to identify the reason that a user is locked, you can contact our Support team for assistance.
Disable a user
If you need to prevent a user from accessing or using your account without deleting them, you can disable the user.
Select the Edit icon for the user.
For Managed users, select the Email address to edit. You can see if a user is locked by checking the Status column.For Status, select Disabled.
Select SAVE.
Delete a user
Deleting a user removes it permanently from your account.
⚠️If you delete a managed user that is also an account owner, this cancels the account.
To do this:
Select the checkbox for the user you want to delete.
Select DELETE.
You see a warning message. Read the information, then select DELETE again to confirm.