Summary #

As an admin, you'll regularly add users, update email addresses, reset passwords, and maintain clean user data. This guide covers the essential user account management tasks you'll perform.

Overview #

User account management is one of the core responsibilities as an admin and some common tasks to familiarize yourself with are: 

• Adding new sales reps and customers
• Updating email addresses when users change companies or roles
• Resetting passwords for locked-out users
• Enabling and disabling accounts as your team changes
• Maintaining clean, accurate user data

Most of these tasks are straightforward and take just a few minutes. This guide shows you exactly where to go and what to do for each scenario.

Updating User Email Addresses #

When a user changes email addresses (new company, role change, etc.), you'll need to update it in the Admin Console. This is important because email addresses are used for password resets and account notifications.

1. Go to Admin Console > Users > Users
2. Search for the user by name or current email
3. Click Edit on their user record
4. Update the Email field to the new address
5. Click Save

The change takes effect immediately. The user can continue logging in with their existing username and password.

Note: This applies to all user types — iPad reps, Admin Console users, and eCat Online users. If you need to update a customer record's contact email (used for order data, not login), that is a separate field managed under Admin Console > Customers.

Important Notes

• Username stays the same - Only the email address changes. The user's username and password remain unchanged
• No confirmation email - The user won't receive a notification about the email change
• Multi-org users - If a user has accounts with multiple organizations, you can only update the email for your organization. Contact SuperCat support if you need help coordinating across organizations

Note: If a user needs to change their username (not just email), contact SuperCat support. Username changes are more complex and may require creating a new account.

Resetting User Passwords #

Users occasionally forget their passwords or get locked out. You can help them get back in quickly.

User Self-Service (Recommended)

The fastest way for users to reset their password is to do it themselves:

1. User goes to the eCat login page
2. Clicks "Forgot Password"
3. Enters their username or email
4. Receives a password reset email (check spam folder if not received within 5 minutes)
5. Clicks the link in the email and creates a new password

Password reset links expire after 24 hours. If the user waited too long, they'll need to request a new reset email.

Admin-Initiated Password Reset

If the user can't receive the reset email or needs immediate help, you can send them a reset email from the Admin Console:

1. Go to Admin Console > Users > Users
2. Search for the user
3. Click Edit on their user record
4. Click "Send Password Reset Email" button
5. Confirm the action

The user will receive the same password reset email they would get from the self-service process.

What You Cannot Do

For security reasons, admins cannot:

• See a user's current password
• Set a new password directly (users must set their own via the reset email)
• Bypass the password reset email process

💡 Tip: If a user reports they're not receiving password reset emails, have them check their spam folder first. If still not received after 10 minutes, contact SuperCat support—there may be an email delivery issue.

Adding New Users #

When a new sales rep or customer needs access to eCat, you'll create their user account in the Admin Console.

For Sales Reps (eCat iPad or Admin Console Access)

1. Go to Admin Console > Users > Users
2. Click "New User"
3. Fill in the required fields:
   • Username - Typically first initial + last name (e.g., jsmith)
   • Email - User's work email address
   • First Name and Last Name
   • User Group - Select the appropriate group (determines what they can see and do)
   • Territory Code(s) - Assign territory codes to control which customers they see
   • Is Admin - Check only if this user needs Admin Console access
4. Click Save

For Customers (eCat Online Access)

1. Go to Admin Console > Users > Customers
2. Click "New Customer"
3. Fill in the required fields:
   • Customer Number - Must match the customer number in your data files
   • Email - Customer's email address
   • Name - Customer or company name
4. Click Save

Enrollment Options

After creating a user, you have two options:

Option 1: User Self-Enrollment (Recommended)

• Users apply for access on the eCat Online login page, or use quick enrollment directly from eCat Online
• They create their own password and can log in immediately after approval
• This is the most secure and user-friendly option
   

Option 2: Set Up Manually

• You provide the username and temporary password to the user directly
• User logs in and should change their password immediately
• Use this option only if the user can't receive emails

💡 Tip: Always use the enrollment email option when possible. It's more secure and ensures users create their own passwords.

Enabling and Disabling Users #

When users leave your company or change roles, you may need to remove or restrict their eCat access.

When to Disable a User

• User leaves the company
• User changes roles and no longer needs eCat access
• User is on extended leave (optional—depends on your company policy)
• User's account has been compromised and needs to be locked

How to Disable a User

1. Go to Admin Console > Users > Users
2. Search for the user
3. Locate the user in the list — the "Disabled?" column shows their current status
4. Click Edit on their user record
5. Check the "Disabled?" checkbox
6. Click Save

When a user is disabled:

• They cannot log into eCat on any platform (iPad, eCat Online, or Admin Console)
• For iPad users: the iPad will erase all locally stored data the next time it syncs. If the user is re-enabled, they will need to resync to restore their data.
• Their server-side account record and order history are preserved
• They won't receive any eCat-related emails

How to Re-Enable a User

1. Go to Admin Console > Users > Users
2. Search for the user (disabled users still appear in search results)
3. Click Edit on their user record
4. Uncheck the "Disabled?" checkbox
5. Click Save

The user can log back in immediately. Their server-side account and history are intact, but iPad users will need to resync their app to restore local data.

Deleting a User

There is also a delete option in the user list (the red button). Use this with caution:

• Deleting is permanent — once a user is deleted, they cannot be recovered
• In most cases, disabling is the better choice — it blocks access while preserving the account if you ever need to restore it
• Only delete a user if you are certain they will never need access again

Best Practices

• Disable promptly - When someone leaves, disable their account the same day to maintain security
• Prefer disable over delete - Disabling preserves the account record. Deleting is permanent and cannot be undone
• Review quarterly - Every few months, review your user list and disable accounts that are no longer needed
• Document the reason - Keep a note (in your own system) about why accounts were disabled, in case questions arise later

Note: Disabling a user does not affect historical server data. Orders, quotes, and presentations created by that user remain in the system. However, iPad users will lose their locally cached data and must resync if re-enabled.

Troubleshooting #

User says they never received their enrollment email

Solution: Check these in order:

1. Have them check their spam/junk folder
2. Verify the email address in their user record is correct (Admin Console > Users > Users > Edit User)
3. If still not received after 10 minutes, contact SuperCat support—there may be an email delivery issue

User has accounts with multiple organizations and needs email updated everywhere

Solution: You can only update the email for your organization. The user will need to contact each organization's admin separately to update their email across all accounts.

If this is causing significant issues, contact SuperCat support—they may be able to coordinate the changes across organizations.

I accidentally disabled the wrong user

Solution: Don't panic. Simply:

1. Go to Admin Console > Users > Users
2. Search for the user
3. Click Edit
4. Uncheck "Disabled?"
5. Click Save

The user can log back in immediately and their server-side account record and history are intact. However, if they use the eCat iPad app, their locally cached data will have been erased and they will need to resync their app to restore it.

User is disabled but I can't find them in the user list

Solution: Disabled users still appear in search results. Try:

• Searching by their exact username or email
• Scrolling through the full user list (disabled users are marked)
• Checking if they were a customer account (Users > Customers) instead of a user account

If you still can't find them, they may have been deleted (permanent). Contact SuperCat support to verify.

I need to add many users at once

Solution: Currently, users must be added one at a time through the Admin Console. If you need to add 10+ users, contact SuperCat support—they may be able to help with a bulk import to save you time.

💡 Tip: Keep a spreadsheet of your active users with their usernames, emails, and User Groups. This makes it easier to track who has access and quickly find user information when you need it.