How do I add a new user?

Important Notes

To add users, you must be on an active multi-user plan, and you must be the account owner or an admin.
The Pay-As-You-Go option is limited to a single user.

Plan Eligibility

New plans (Core, Advanced, Pro):

All subscription plans support multiple users. Additional seats must be purchased to add users.

Legacy plans:

Premium plan: Supports multiple users. Additional seats must be purchased to add users.
Enterprise plan: User limits are based on the number of seats included in the original subscription agreement.

Step-by-Step Instructions

Log in to your Sonix account.
Add a user using one of the following methods:

Option A:
On your homepage or dashboard, go to the top navigation and click the ‘Add User’ tab.

Option B (if the “Add User” tab is not visible):

Click your profile name in the top-right corner of the dashboard, then select “+ Add User” from the dropdown menu.

3. Enter the new user’s name and email address, then select their role. The permissions assigned will depend on the selected role.

4. Click “Invite New User via Email” to send the invitation to the user.

5. The invited user must check their email, accept the invitation, and set a password to complete the setup. If the invitation is not received, ask them to check their spam or junk folder.

Common Issues and Troubleshooting

What should I do if the invitation email is not received?

If the invitation email is not received, first verify that the email address is correct. Next, ask the user to check their spam folder, as the email may have been filtered there. If the user still hasn't received the invitation, you can resend it to ensure they get the necessary information.

Why is the “Add User” tab not visible?

Make sure you are logged in as an account owner or admin, as only these roles can add users. If the “Add User” tab is not visible in the top navigation, you can access it through the profile dropdown in the top-right corner. Also confirm that your account supports multiple users.

Why am I unable to add a new user?

First, check if your account is on a Free Trial, Pay-As-You-Go, or Standard (legacy), as these are designed for single-user access and do not support multiple users.

If you are on an Enterprise plan, user limits are based on the number of seats included in the original subscription agreement. To add more seats, contact Sonix support at [email protected] or through the chatbox in the bottom-right corner of the Sonix website.

Frequently Asked Questions

How can I add users mid-billing cycle?

You can add users at any time. Additional seats may be billed on a prorated basis depending on your subscription. To learn more, refer to this help center article: Adding Users to Your Sonix Account Mid-Billing Cycle: Here's What You Need to Know

Why can’t I add a new user on a Free Trial, Standard (legacy), or Pay-As-You-Go account?

These account types are designed for single-user access, and user management features are limited. To add more users, upgrade to a subscription plan, as these support multiple seats.

Can I change a user’s role after adding them?

Yes, account owners and admins can update user roles and permissions through the user management settings.

What happens if a user doesn’t accept the invitation?

The invitation will remain pending. You can resend the invitation or remove the user from your account at any time.

Can I remove or replace a user?

Yes, you can remove a user and reassign the seat to another user, depending on your plan limits. To learn more, refer to this help center article: How Do I Remove a User?

For further assistance, please contact Sonix support at [email protected] or through the chatbox located in the bottom right corner of our website.