What to do if an agent can't see or edit their profile information in Presence®

How to link a user account to an agent profile so they can view and manage their own information.

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Overview

If a team member with a Member role can't see their agent details, their user account likely hasn't been linked to an agent profile. This connection is required for the agent to view their own information and for it to display correctly across the site.

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How to link a user account to an agent profile

1. Navigate to the Presence® Platform.
2. Click your name or initials in the bottom left-hand corner of the screen.
3. Select Settings from the menu.
4. Click Users in the left-hand panel.
5. Click the user's name to open their settings.
6. In the Agent Profile dropdown, select the correct agent profile.
7. Click Save.

The agent should now be able to view and manage their profile information.

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FAQs

Why does the user account need to be linked to an agent profile?

Without this connection, the platform has no way to associate the logged-in user with their specific agent data — bios, listings, contact info, and personalized features won't be visible or editable for that user.

What if the agent's profile doesn't appear in the dropdown?

The agent profile must exist in Content → Agents before it can be linked. If it's missing, add the agent profile first. See [How to add a new agent to your website in Presence®].

Does this apply to Admin users too?

Admins have access to all agent profiles by default and don't need their account linked to see agent information. This step is primarily needed for Member-role users.