Common questions
Users and invitations
Why did someone get an invitation instead of a welcome email?
They already have a Performance Hub account, for example through another organisation. The Performance Hub doesn't create a second account: it invites them to join yours, and the role applies once they accept. See Invitations.
Can I change a user's email address?
No. "Primary email address cannot be changed after provisioning a new user." Check the address before you click Create user.
Someone didn't get their welcome email or invitation. What can I do?
Ask them to check their spam or junk folder. For an invitation, use Resend in your pending invitations. When you add people, you can tick Send me a preview copy to check what they'll receive.
What happens to someone's account when I remove them?
Remove from organisation takes away every role they have in your organisation. Their Performance Hub account stays, and so does their access to any other organisations. See Removing users.
Can I remove myself from the organisation?
No. Ask another organisation admin to remove you.
Why does removing a lot of people need approval?
Removing more than 25 people at once needs a second admin to approve, so a large change can't happen by mistake. See Bulk requests & approvals.
Roles
Should I use a role template or create my own role?
Use a template when it fits the job: Performance Hub keeps templates up to date, including access to new modules. Customise a template when it's close but you need different modules, or create a role when nothing is close. See Roles.
Can I edit a Performance Hub role template?
Not directly. Click Customise to make a copy your organisation owns, then edit the copy. Your copy no longer follows Performance Hub updates to the template. See Role templates.
Can one person have more than one role?
Yes. For example, someone can be Front Desk at one site and Viewer at others. See Changing a user's roles.
What's the difference between Regions and Chosen per user?
A Regions role covers every facility in the regions you pick, for everyone who holds it, including facilities added later. A Chosen per user role lets you pick the facilities or regions each time you give it to someone, so one role can serve many sites. See Access scope & module access.
Will a role get new modules automatically?
Only if its Module Access is All modules except: "Every module is available except the ones you block, including new modules as they are released." With Only selected modules, "New modules Performance Hub releases are not added automatically."
How do I make sure people with wide access use a verification code?
Turn on Force 2-Step Authentication on their role. Everyone with that role then enters a verification code at every sign-in. See Creating & editing roles.
Facilities
Why can't someone see a facility?
None of their roles covers it. Check the role's access scope, or the facilities chosen for that person, and the facility's Who has access card. See Facilities.
Why can't anyone use a module at one facility?
The facility's modules may block it. Check the facility's Modules tab, or use Reset to Brand Default.
I deleted a facility by mistake. Can I get it back?
Yes, within 30 days, if you're an organisation admin. Set the Status filter on the Facilities tab to Recently deleted and click Restore on its row. See Deleting & restoring facilities.
Where do I set a facility's hours and address?
In Facility & System Configuration, with the facility selected in the facility selector.