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How do I troubleshoot user management issues?

  • Jun 24, 2026
  • Knowledge

Title
How do I troubleshoot user management issues?
URL Name
Troubleshooting-user-management
Answer

How do I troubleshoot user management issues?

Solutions for common issues when adding, editing, or managing users in the Presence® Platform.

Important: This setting is only available on desktop. It is not accessible through the Luxury Presence Mobile App.

Overview

This article covers the most common user management issues in the Presence® Platform and how to resolve them. This feature is available on all plans — Launch, Brand, Scale, and All In. Only Admin users can add, edit, or remove other users. If you've worked through the relevant steps and the issue persists, contact our support team.

Common issues and solutions

User didn't receive their invitation email

  1. Confirm the email address is spelled correctly in Settings → Users
  2. Ask the user to check their spam or junk folder
  3. Wait 5–10 minutes — invitation emails can sometimes be delayed
  4. Resend the invitation by opening the user in Settings → Users, clicking Edit, and clicking Invite again

If the invitation still doesn't arrive after resending, this may indicate a deliverability issue. Contact our support team:

"Email already in system" error when adding a user

This error means the email address is already associated with another account in the Presence® Platform. Each email address can only be linked to one account.

Option 1 — Check if the user already has an account Go to Settings → Users and check whether the user already exists. If they do, update their role rather than creating a new account.

Option 2 — Use a different email address If the user genuinely needs a second account, use the + trick to create a unique variation of their email address that still delivers to the same inbox:

We recommend using the client or account name after the + sign so the user can easily remember which login belongs to which account.

Important: The email address used during signup will appear on the live website. After adding the user, contact our support team to update the display email to the correct address. You can also see Why can't I change a user's email address in Presence®? for more information.

Member user can't see their listings

  1. Verify the user is assigned to the correct agent profile in Settings → Users
  2. Confirm the agent profile has an email address in Content → Agents
  3. Check that the relevant properties are assigned to their agent profile in Content → Properties

Can't delete a user

Only Admin users can delete other users. Confirm you are logged in as an Admin. If you are an Admin and still can't delete the user, contact our support team:

User can't log in after receiving their invitation

  1. Confirm they are using the email address the invitation was sent to
  2. Confirm they clicked the link in the invitation email and created a password — logging in without completing this step will not work
  3. Have them try the Forgot Password link on the login page

If the issue persists after trying these steps, contact our support team:

FAQs

A user is locked out and can't log in — what's the fastest fix?

Have them use the Forgot Password link on the Presence® Platform login page to reset their password. This is the fastest self-serve path. If that doesn't resolve it, contact our support team:

I deleted a user by mistake — can I restore their account?

Deleted user accounts cannot be restored. You will need to re-add them as a new user from Settings → Users and resend an invitation. Their agent profile and content are not affected by the deletion. See How do I add and manage users in Presence®? for instructions.

I resent the invitation but the user still hasn't received it — what now?

If resending the invitation hasn't resolved the issue, it's likely a deliverability problem that requires investigation. Contact our support team: