Add a user in the admin portal

Manually add new user(s) to your account with product licenses, permissions role, basic settings, and then send them a welcome email to get started!

Important: We're in the process of migrating all accounts to the new GoTo Admin. Choose your current admin experience for the applicable steps on this topic.

If you're an admin who signs in at https://admin.goto.com, you use GoTo Admin.
If you're an admin who signs in at https://my.jive.com/pbx, you use PBX Administration (classic).

GoTo Admin

Before you begin:

You must have an admin or super admin role to perform this task.
If you want to automatically apply pre-set product settings to new users, you will need to create a product settings template prior to adding users.
If you want to add your new user(s) to a user group, you will need to create a user group before adding the user.
If you want to send a custom welcome email to your new users, you will need to customize your email templates in Account settings before adding users. Otherwise you can send a default welcome email.

When you add a new user, a direct extension and voicemail box will be created for them. Once the user accepts their email invitation, they can download and sign in to the GoTo app on their mobile phone or desktop. If they want to use a physical phone, you will need to add a device and assign it to that user.

Sign in to GoTo Admin.
Select People from the left navigation menu.
On the Users page, select Add user at the top right.
Check the box next to each product you want to assign to your user(s), then select Next. You can skip this step if you are adding an admin user without products.
Tip:
- Click the arrow at far right of each product to enable or disable specific product features.
- If you want to add multiple users with different product access, you will need to add those users separately.
- If you do not have a product license available, refer to How do I manage my product licenses?
Enter the new user's name and business email address. If you want to add multiple users at a time with the same product and role,select + Add another user or Import from CSV.
Important: Verify the email address you've entered is correct. You can't change this email address later.
Note:
- You can only import 100 users at a time from a CSV.
- If you are adding users via a CSV import, please note this process takes approximately 24 hours before new users are reflected in GoTo Admin.
- GoTo Partners can import directly from available PSA providers.
- If you add new users with a GoTo Connect license, you may also choose that user's extension, emergency location, phone number, and texting for that phone number (if there are unassigned phone numbers available).
  Important: DEADLINE EXTENDED: United States carriers will block all unregistered SMS in 2025 due to an industry-mandated regulation to protect consumers (your customers) from spam texts. Don’t wait - complete SMS registration no later than January 14, 2025 if you wish to send text messages.
Select a product(s) for your user(s).
Choose a product settings template from the drop-down list. Choose the system default or a pre-created custom settings template.
Choose an account role. You can choose a system default role (Super admin, Admin, or Member) or a pre-created custom role.

Note: If the user is given a custom role, you can also assign the user as a user group manager.

Important: Only Super admins can create users with the Super admin or Admin role. Admins can only create users with a member role.
Optional: If applicable, assign the user to a user group.
Select Save.
Result: In most cases, the welcome email invitation is now sent to the user, which contains a link to allow the user to create their password and sign in to their account. However, if the user you added already has a user profile (often from an expired account or a different product), the user will be sent an invitation to transfer their license to your account. The user can choose to accept or decline the account transfer. If a user accepts, any session history, upcoming scheduled sessions, and recordings they may have will transfer to the new account. If the user declines, they will be displayed in your account with a “Suspended” status, and you will recover the license that was attempted to be allocated to that user who declined your invitation.
Choose a welcome email. You can choose a default welcome email or a pre-created custom welcome email.
Select Add user.
Result: Once a user is added, they will receive a welcome email with steps on how to activate their account. If the user exists on another account, they will be sent an invitation to transfer to your account. If a user does not receive the welcome email within 10 minutes, have them check their junk/spam folders. You can also re-send the invitation.

What to do next: If you want to update a specific user's settings, visit Change a user's settings to learn more. Send the new user the Getting Started Guide for Users to help get them acquainted with the GoTo app. If they are using a physical phone, send them the appropriate phone guide for their device. Users can visit the specific product support sites for help with other products as needed.

PBX Administration (classic)

Create a user

Create a standalone user or a user with a line and device - whether that's a deskphone or a softphone.

Before you begin: You must have an admin or super admin role to perform this task.

Attention: This action creates a new billable device if you select an option under User and Device Settings. If you have purchased the Connect Bundle, this process will also auto-generate your user license for GoTo Meeting.

Sign in to PBX Administration (classic).
Select Users in the left sidebar and then select Add User.
Enter the user’s First Name and Last Name.
Optional: Enter the user's Email.

Note: The email address entered here will log the user in to any applications and softphones once the user registers their email address. If you do not enter an email during this setup process, you will see a field called Set Email Address on the user's profile should you want to add an email later.
The next available number will automatically populate the Extension Number; change this as needed.

Complete the User and Device Settings:

Tip: You can leave both options unchecked to create a standalone user as long as the Identification fields are complete.

Option	Description
Enable Softphone	Allows the user to access the desktop or mobile app.
Assign a Deskphone	Allows the user to choose an existing phone or add a new phone. New Device: Creates a new device and links it to the new user. MAC Address: A 12 digit string which is typically found on the bottom of the device. Model (Optional): You can leave this field blank and it will automatically populate when you provision the device. It is therefore optional for all devices except some paging devices. Existing Device: Links the device to a previously created hardware profile upon selection.

Option

Description

Enable Softphone

Allows the user to access the desktop or mobile app.

Assign a Deskphone

Allows the user to choose an existing phone or add a new phone.

New Device: Creates a new device and links it to the new user.
- MAC Address: A 12 digit string which is typically found on the bottom of the device.
- Model (Optional): You can leave this field blank and it will automatically populate when you provision the device. It is therefore optional for all devices except some paging devices.
Existing Device: Links the device to a previously created hardware profile upon selection.

Complete the Administrator's Permissions (Optional):

Option	Description
Super Administrator	Allows the user full access to the PBX.
Custom	Allows the user to choose from the following permissions: Configure PBX View Invoices Pay Invoices View Reports
None	Does not add any user permissions.

Select Ok and then select the new user to configure their settings.
Optional: Select Devices or Lines in the left sidebar to configure the user's phone or line settings.

What to do next: To bring your user and their phone to life, have them register their email and then route a phone number to their line, add the user into a user group, add their line into a dial plan, give the user various permissions, or set them up with the mobile or desktop app.

Enable login for a user

Enable web login for a user so they can customize their settings, use our softphone apps, and access other tools.

Before you begin: You must have an admin or super admin role to perform this task.

Sign in to PBX Administration (classic).
Select Users in the left navigation menu and then choose the user that needs login access.
From General > Identity, enter an Email.

Note: If the user was created without an email initially, you will see Set Email Address instead of Email. Enable this setting to enter the email address as instructed.

Note: The email address the user enters during registration must match this field. If there is a mismatch, the user will not be able to sign in.
Enable Allow Web Login.
Save your changes.

What to do next: Instruct your new user to register their email address.

Article last updated: 29 January, 2025

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