This guide covers the most common configuration tasks that Tenant Administrators and Branch Administrators can complete themselves in ACP without raising a support case. If you are unsure whether a task requires Support, check the relevant section below before getting in touch.
Adding or updating a user
Tenant Administrators can add new users and update existing user records directly in ACP.
To add a new user:
Click the three-line menu and select Configuration.
Click Users, then click Add New User.
Enter the user's name, email address, and username.
Select the account type: Carer, Branch Administrator, or Other User.
If the user needs web access to ACP, ensure the Web Access toggle is enabled.
If the user is a Branch Administrator, assign their primary branch and any secondary branches.
Click Save.
📌 Note: Only Tenant Administrators can create new users. Branch Administrators can manage users within their branch if the Users permission has been enabled in Account Preferences by the Tenant Administrator.
Changing a user's account type
You can change a user's account type at any time. Common reasons include promoting a Carer to Branch Administrator, or changing an Other User to a Carer.
Go to Configuration > Users.
Find and open the user's record.
Click Edit.
Change the account type in the dropdown.
Click Save.
Ask the user to log out and back in after the change so the new account type takes effect.
⚠️ Important: Tenant Administrators cannot be created or edited by other Tenant Administrators for security reasons. To add or change a Tenant Administrator account, raise a support case via the Access Digital Assistant.
Assigning a user to a group
Groups control which service users a carer or administrator can see. Assigning a user to the correct group is one of the most common configuration tasks.
Go to Configuration > Groups.
Find and open the relevant group.
Click Edit.
In the Members section, search for the user and add them.
Click Save.
Alternatively, you can manage group membership from the user's own record under Configuration > Users > open the user > Groups tab.
For the group assignment to take effect on mobile, the carer's device must perform a sync after the change is saved.
Linking an employee to Evo
If your organisation uses Access Evo and a user is not appearing in Evo or cannot log in via Evo, you may need to link their ACP employee record to their Evo account.
Full steps are covered in the Link Access Care Planning to Access Evo article. The short version:
Go to Configuration > Users.
Open the user's record.
Locate the Evo section and follow the Migration Mode linking process.
If the user appears as inactive in ACP after their Evo subscription was deactivated, or if the Is Active toggle is greyed out, see Managing auto-created Evo user records for what to do next.
Enabling or disabling tenant preferences
Most tenant preferences can be changed by a Tenant Administrator without raising a support case.
Click the three-line menu and select Configuration.
Click Tenant, then click Preferences.
Find the relevant setting, make your change, and click Update or Save at the bottom of the section.
A small number of preferences are controlled by Access system administrators and cannot be changed by Tenant Administrators. These include enabling Evo Copilot, Enforce Two Factor Authentication, Enable Care Plans, and a few others. If you cannot see a preference in the UI or the toggle is greyed out, it is likely a system administrator preference. Raise a support case to request the change. See the full list in Tenant preferences.
What Branch Administrators can do themselves
Branch Administrators have a narrower configuration scope than Tenant Administrators. The following tasks are available to Branch Administrators if the relevant Account Preferences have been enabled by the Tenant Administrator.
Adding or updating users within their branch — via Configuration > Users, if the Users permission is enabled.
Assigning users to groups — via Configuration > Groups, if the Groups permission is enabled.
Registering or managing devices within their branch — via Configuration > Devices, if the Devices permission is enabled.
Adding users to roles on individual service user or employee records within their branch — via the Roles tab on the record.
📌 Note: Branch Administrators cannot create new roles, edit role permissions at service level, access Tenant Preferences, or create Tenant Administrator accounts. These tasks require a Tenant Administrator.
When to raise a support case
Raise a support case via the Access Digital Assistant for the following tasks, as they require Access to action them:
Adding or changing a Tenant Administrator account.
Enabling Evo Copilot or Evo Feed (request via your Account Manager or Customer Success Manager).
Enabling Two Factor Authentication, Care Plans, or other system administrator preferences.
Unlinking an auto-created Evo user record where the Is Active toggle is greyed out and cannot be changed.
Recovering deleted or orphaned form submissions.