When an Evo Administrator grants a user access to an ACP instance, Access Care Planning automatically creates a user account in that instance. These accounts are referred to as auto-created Evo user records. They behave differently from standard employee records and are a common source of confusion for Tenant Administrators who are not aware of how they work.
Where to find auto-created records
⚠️ Important: Auto-created Evo user records appear in Configuration > Users, not in Configuration > Employees. If you cannot find a user after Evo linking, always check Configuration > Users first.
This is by design. ACP has two distinct types of records:
Configuration > Employees — Records for care staff onboarded directly into ACP, typically via a rostering integration such as Access People Planner or MINT, or added manually. These include full employee profile information.
Configuration > Users — Records for anyone who needs web console or Evo access. This includes Tenant Administrators, Branch Administrators, and auto-created Evo accounts. These are access-management records, not full employee profiles.
What a Tenant Administrator can change
On an auto-created Evo user record, a Tenant Administrator can edit the following:
Web Access — Controls whether the user can log into the ACP web console. This is disabled by default on auto-created records and must be enabled by the Tenant Administrator before the user can access ACP through Evo.
User Type — Auto-created records are assigned the Carer user type by default. Carers have no web console access. The Tenant Administrator must change this to the correct type for the user's role (for example, Branch Administrator or Tenant Administrator).
Branch assignment — The Tenant Administrator can assign the user to the correct branch within ACP.
To make these changes:
Go to Configuration, then Users.
Find the auto-created record and click Edit.
Update the User Type and Branch as needed.
Enable the Web Access toggle.
Click Update.
Ask the user to log out of both ACP and Evo fully, then log back in.
📌 Note: If permission changes do not take effect immediately, this is due to session caching. A full log out and back in resolves this.
What requires Support intervention
Some actions on auto-created records cannot be completed by a Tenant Administrator and require the Support team:
Unlinking a user from their Evo account — If the wrong Evo account was linked, or if a user needs to be linked to a different Evo identity, this requires Support to unlink and relink the accounts.
Merging duplicate records — If a user was assigned an Evo role before the ACP-Evo link was established, a duplicate record may have been created. Support can consolidate these.
Accounts locked in an uneditable state — If the Is Active status on a record cannot be changed through the standard edit flow, raise a support case. This can occur when the account state is being managed by an Evo-side process.
To raise a support case for any of the above, use the Access Digital Assistant. Include the user's ACP username, their Evo account email address, and a description of the issue.
How to avoid common mistakes
Do not assign an Evo role before the ACP-Evo link is established. Assigning a role in Evo before linking creates a duplicate user record in ACP. Always complete the linking process first. The link automatically assigns the user role.
Do not look for auto-created records in Configuration > Employees. They will not appear there. Always check Configuration > Users for accounts created via Evo.
Do not attempt to edit the linked Evo account directly from ACP. Changes to the Evo-side of the link (email address, Evo identity) must be made in Evo or via Support, not by editing the ACP user record directly.
If you manage multiple ACP instances, the Tenant Administrator actions above must be completed in each instance separately. Access settings do not carry across instances.