Manage Users
Invite people to your organization, edit their details, change their role, and remove them.
Everyone who signs in to Tandem is a user in your organization. The Manage Users page is where you add them, keep their details current, control what they can reach, and remove them when they leave.
Find it in the sidebar under Admin → Manage Users.
This page is gated on the administrator role, and the Admin section is hidden from anyone without it. Every role Tandem issues today carries that role, so in practice everyone in your organization can open it. See the note under Choose a role.
The users list
The list shows current members and anyone who has been invited but hasn't signed in yet. Each row gives you the person's name and login ID, their role, their status, when they were last seen, and how long ago they were added.
Last Seen is when they last signed in. It reads as Today, Yesterday, or a day count for the past week, and as a date after that — hover it for the exact time. It shows Never for anyone who hasn't signed in yet, including every pending invitation. It also shows Never for anyone who belongs to an organization outside yours and its sub-tenants. Sign-in history is kept per account, not per organization, so it isn't shown for them.
By default, active users come first, then pending invitations, then disabled accounts, with the newest in each group at the top. You can also:
- Search by name or email.
- Filter by role, by status, or both.
- Sort A–Z or Z–A by clicking the User column heading.
In a sub-tenant, the list leaves out the Owners of the parent organization. They still have full access to the sub-tenant; they're managed from the parent, so the list here stays the people this organization added.
Export the list
Export downloads the member list as a CSV, named for the day you took it
(tandem-users-2026-08-31.csv). It always contains every member of your
organization — search, filters, and sorting change what the page shows, not what the
file holds.
The columns are User ID, Login ID, Email, First Name, Last Name, Role, Status, Last Seen, and Added. The user id is the one the page doesn't otherwise show: it's the value to quote in a support conversation, and the one the API identifies a person by. Last Seen and Added are written as full ISO 8601 timestamps rather than the relative wording in the table, so a spreadsheet can sort and filter on them; Last Seen is empty wherever the page shows Never.
Statuses
| Status | What it means |
|---|---|
| Active | The person has accepted their invitation and can sign in. |
| Pending | They've been invited but haven't signed in yet. Their invitation may also have expired. |
| Disabled | Their account is switched off across Tandem. You can't re-enable it here; contact support. |
Invite a user
Open the invite dialog
Click Invite User at the top of the page. (When your organization has no users yet, there's an Invite User button in the middle of the empty page too.)
Enter their login ID
Their email address is their Login ID: the address they'll sign in with, and where the invitation is sent. It's the only required detail.
Add their name (optional)
Fill in First name and Last name if you know them. You can leave them blank and add them later; until then, the person shows in the list by their email address.
Choose a role
Pick the role they should hold from the Role dropdown. Every user has exactly one role:
- Owner — full access, including this page and the rest of the Admin section.
- Admin — administers your organization. Same access as Owner, except for the Owner-only actions: granting the Owner role; changing an Owner's role; disabling or removing an Owner; and creating a sub-tenant. An Admin's Disable doesn't reach sub-tenants.
- Member — for everyone else on your team.
The dropdown starts on Member. You can change someone's role from this page at any time after they're invited, so there's no need to over-grant up front.
Only an Owner can invite someone as an Owner. If you aren't an Owner, Owner isn't offered
in the dropdown, and a request that asks for it anyway fails with Owner access required.
Admin and Member currently have the same access, so choosing Member doesn't restrict what someone can reach yet. Member will become a limited role in a future release. Until then, don't rely on it to keep someone out of the Admin section.
Send it
Click Send Invite. We email the invitation, and the person appears in the list as Pending until they sign in for the first time.
If the address already has a Tandem account — most often because another organization invited them first — no email is sent. They're added straight away and show as Active, and they'll find your organization in the organization picker the next time they open Tandem. If that account also belongs to an organization outside yours and its sub-tenants, the first and last name you entered are not applied; they keep the name they already have.
You can't invite someone who is already in your organization. The invite fails with
<email> is already a member of this organization. For someone still Pending, it fails
with <email> has already been invited to this organization. Revoke the invitation to send a new one. Use Revoke Invitation in their row, then invite them again. To change an existing
member's access, change their role instead.
Invitations don't need to be resent by hand. If one expires, the person still shows as Pending. Revoke the invitation and send a new one.
Edit a user's details
Choose Edit from the ⋮ menu on their row to open the edit panel, change their First name or Last name, and click Save. At least one of the two name fields has to have a value.
The Login ID is shown but can't be changed. To move someone to a different email address, remove them and invite them again at the new one.
A person's name belongs to their account, so it can't be edited for someone who also
belongs to an organization outside yours and its sub-tenants. Saving fails with This user belongs to another organization, so only they can change their name. Tandem has no page
where people edit their own name. Only an admin whose organization and its sub-tenants include
every organization the person belongs to can change it.
Pending invitations have no details to edit yet, so the Edit option doesn't appear on their rows.
Change a user's role
Pick a new role from the dropdown in the Role column. The change saves as soon as you choose it — there's no separate save step — and takes effect the next time the person loads the app.
Roles can only be changed on Active users. A pending invitation carries the role you chose when you sent it; to invite someone at a different role, revoke the invitation and send a new one.
Only an Owner can make someone an Owner, or change the role of someone who is already an Owner. If you aren't an Owner, Owner isn't in the dropdown, and an Owner's row shows their role without a dropdown.
Disable a user
Choose Disable from the ⋮ menu and confirm. The person is removed from this organization straight away, and their personal access tokens for it are revoked. Their account is untouched, and so is their access to every other organization apart from the sub-tenants described next.
If you're an Owner, disabling someone also removes them from each sub-tenant of this organization that you also own, and revokes their tokens there. In a sub-tenant you don't own, they keep their access.
Disabling can't be undone from this page, and there's no Activate option. To restore access, invite them again. They come back with the role you choose on the new invitation, and their revoked tokens stay revoked.
Only an Owner can disable an Owner. If you aren't one, an Owner's row has no Disable option.
Remove a user or revoke an invitation
Choose Remove from the ⋮ menu and confirm. The person loses access to this organization immediately.
Removing someone takes them out of this organization only, and never reaches its sub-tenants. If they belong to other organizations, their account and their access there are untouched. Only an Owner can remove an Owner or revoke an invitation to become one.
For someone who hasn't accepted their invitation yet, the same menu option reads Revoke Invitation. Revoking stops the invitation from working; if they aren't a member of any other organization, the account created for them is deleted outright.
Removing a user can't be undone. To restore their access, invite them again. They come back as a new pending invitation, or straight away as Active if they still have a Tandem account. Disable can't be undone either. The main difference is that an Owner's disable also reaches sub-tenants; see Disable a user.
Manage users with Tandy
You can ask Tandy to invite or remove someone instead of using the menus on this page. Tandy never makes the change itself — it drafts what it understood and shows you a card. Nothing happens until you press the button on that card.
Ask for what you want in plain language:
- "Invite jane@acme.com as an Owner"
- "Remove Jane Doe from the organization"
Tandy looks up your organization's real roles and real people, then shows you who it resolved on the card. The card is where you check its work — read it before you confirm. Then:
- For an invitation, check the login ID, name, and role on the card and press Send Invite. You can correct the login ID or the name on the card before you send it; to change the role, cancel and ask again.
- For a removal, check who the card names and press Remove. As above, this can't be undone.
Press Cancel on either card and nothing happens.
Tandy can only manage users if you hold the administrator role, and it can only invite or remove an Owner if you're an Owner yourself: the same rules as this page. If you aren't, it tells you rather than failing silently. Tandy can't disable someone or change their role; those stay on this page.
Your own account
You can't act on yourself from this page: your own row has no actions menu and no role dropdown, which stops an organization's last administrator from locking everyone out by accident. To change your own role or remove your own account, ask another administrator to do it for you. If you're an Owner, it has to be another Owner.
Name shown in chats
If your organization lets supervisors take over website chats, open your user menu and choose Name shown in chats to set the name visitors see when you take one over. It holds up to 40 characters, and saving it empty clears it. It is used only when the organization's chat name setting is Display name; otherwise it is ignored. This is a name per organization, separate from the name on your login.