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User Management

CareLaunch lets administrators invite and manage the staff, providers, and administrators who work in your organization. This guide covers where to find user management, how to invite new users, how passwords are set and reset, and how to manage access over time.

Where to find it​

User management lives under Settings → Users (Administration → Users). You'll only see it if you belong to an administrator group (Organization Admin, Instance Admin, or Platform Admin).

Users List

The Users page lists everyone in your organization with these columns:

ColumnDescription
UserName, email address, and assigned role chips
InstanceThe organization instance the user belongs to
Last UpdatedWhen the account was last modified
Last LoginWhen the user last signed in (Never if they haven't yet)
PatientsLinked patient count, for provider accounts
StatusAn active/inactive toggle for administrators

Use the Search Email box and the Group filter to narrow the list, the refresh icon to reload, and the download icon to export the current list to CSV.

Roles and permissions​

Access is controlled by the groups (roles) assigned to each user. CareLaunch ships with a set of built-in administrator groups:

Organization Admin​

  • Full access across all instances in the organization
  • Can create and manage instances
  • Can invite and manage all users
  • Access to billing and subscription settings

Instance Admin​

  • Full access within their assigned instance(s)
  • Can manage users within their instance
  • Can configure instance settings
  • Cannot create new instances

Beyond these, an account can be assigned care-delivery roles (for example a provider or scheduling role) that grant access to clinical and coordination features. Each role appears as a selectable card on the user form with a short description of what it grants.

If your organization has the Custom Roles feature enabled, Platform Admins can define additional roles under Settings → Custom Roles and assign them to users like any other role. Assign the fewest roles a person needs to do their job.

Inviting a new user​

  1. Go to Settings → Users.
  2. Click New in the top right.
  3. Enter the user's details:
    • Email Address — this is their login and cannot be changed later, so double-check it.
    • First Name and Last Name
    • Phone Number (optional)
  4. Under Roles & Permissions, select one or more roles for the user.
  5. If you assign the Instance Admin role, choose the Instance the user should administer.
  6. Click Save Changes.

CareLaunch emails the new user an activation link. When they open it, they choose their own password and their account becomes active. The invitation takes them through a short "Activate your account" screen; once they set a password they're redirected to sign in.

While the invitation is outstanding, the user shows a Pending status. Once they've set their password, the status changes to Confirmed.

Passwords​

There are two ways a password can be set or reset: the user can reset it themselves, or an administrator can set one for them.

Any user who is locked out or has forgotten their password can reset it from the sign-in screen:

  1. Go to your organization's sign-in page.
  2. Click Reset Password.
  3. Enter the account email address. CareLaunch emails a verification code.
  4. Enter the code and choose a new password.

This is the preferred path — administrators never see or handle the user's password.

Administrator-set password​

Administrators can set a password directly, which is useful when re-inviting a user or helping someone who can't receive email:

  1. Open the user from the Users list.
  2. Open the actions menu (⋮) in the top right and choose Change Password.
  3. Enter a new password. It must meet all of the strength requirements:
    • At least 8 characters
    • Contains a number
    • Contains an uppercase letter
    • Contains a special character
  4. Leave Make password permanent unchecked to require the user to choose their own password the next time they sign in (recommended). Check it only if the password should stay as-is.
  5. Click Submit and share the temporary password with the user through a secure channel.

When a password is temporary, the account shows the Force Change Password status until the user replaces it on their next login.

Managing existing users​

Open any user from the Users list to view and edit their details.

Edit a user​

Change the name, phone number, instance, or assigned roles, then click Save Changes. The email address (login) can't be changed after the account is created.

Activate or deactivate a user​

Use the status toggle at the top of the user's details (or in the Status column of the list) to deactivate or reactivate an account. Deactivated users can't sign in, but their data is preserved. This is the safe alternative to deletion.

Actions menu (⋮)​

The actions menu on the user's details page offers:

  • Change Password — set a password for the user (see above)
  • Unlock — clear a lockout after too many failed sign-in attempts (only shown when the account is locked)
  • Clear Notifications — clear the user's notification badge
  • Notifications — manage the user's notification preferences
  • Delete — permanently remove the account (see below)

Delete a user​

  1. Open the actions menu (⋮) and choose Delete.
  2. Confirm in the dialog.

⚠️ Deleting a user removes the account permanently. In most cases, deactivate the account instead so its history is preserved.

Linking a provider to a user account​

For clinical staff, link the user account to a Practitioner record so they appear as a bookable provider:

  1. Create or find the Practitioner in Providers.
  2. Open the Practitioner and link it to the user account.
  3. The user can now be selected as the provider on appointments, and their linked patient count appears in the Users list.

See Provider Management for details.

Security best practices​

  • Prefer self-service password reset so administrators never handle passwords directly.
  • Assign the fewest roles a person needs (least privilege); use Instance Admin instead of Organization Admin where possible.
  • Deactivate accounts promptly when staff leave, rather than sharing logins.
  • Review the Last Login column periodically and investigate dormant admin accounts.
  • Enable multi-factor authentication where available — see Multi-Factor Authentication.

Troubleshooting​

The user didn't receive the invitation or reset email​

  • Ask them to check their spam/junk folder.
  • Confirm the email address on the account is correct (open the user to verify).
  • As an administrator, you can set a temporary password with Change Password and share it securely, then have the user change it on first login.

The user can't sign in​

  • Confirm the account status is Confirmed and the toggle is set to active.
  • If the account is locked after failed attempts, use Unlock from the actions menu.
  • If they've forgotten their password, direct them to Reset Password on the sign-in screen.

The user is missing features or access​

  • Verify the correct roles are assigned under Roles & Permissions.
  • For Instance Admins, confirm the correct Instance is selected.
  • For providers, confirm the account is linked to a Practitioner record.

Last updated: July 2026