Users

Overview

The Users tab shows the users configured for a selected panel in the Equipment hub. Use this tab to review panel user codes, roles, partitions, account assignments, account status, and related user settings.

Use the Users tab when you need to:

• Set or edit a panel user code.
• Review whether a panel user exists on the panel.
• Assign a customer application account to a panel user.
• Unassign or remove an account from a panel user.
• Disable a panel user when the user code is no longer needed.
• Review or update labels, partitions, door locks, and proximity tag assignments where supported.

To open the tab, go to the Equipment page, select a panel, and then open the Users tab in the Equipment hub.

Before you begin

Required permissions

• You must have permission to view equipment and panel details.
• You must have permission to view panel users.
• You must have permission to manage panel users if you need to set codes, edit labels, edit partitions, or disable panel users.
• You must have permission to manage accounts if you need to assign, unassign, reset, or remove accounts.
• You must have permission to view the Action Log if you need to audit actions performed on this tab.

info

Access to the Users tab and related charts is controlled by role permission group called Equipment.

Preconditions

• A panel must exist on the Equipment page.
• You must open a specific panel before you can view its Users tab.
• An account must exist before it can be assigned to a panel user.
• The panel user must have a PIN/code set before the user can exist on the panel.
• Label and partition changes require the panel user PIN/code to be set.
• SMTP must be configured if you need to send password reset OTP emails.

Dependencies

• Available user roles depend on the selected panel type.
• Available partition controls depend on the selected panel type and panel capabilities.
• Door lock information depends on panel configuration and linked door locks.
• Proximity tag and keypad assignment sections appear only when supported by the panel type and configuration.
• Account assignment depends on available non-suspended accounts.
• Password reset depends on email delivery through the configured SMTP service.
• Audit visibility depends on the Action Log.

Important limitations

warning

• A suspended account cannot be assigned to a panel user.
• A panel user cannot be disabled if the user is a Master user.
• Disabling a panel user removes the user code. After disabling, the user no longer exists on the panel.
• Code and label are linked. When you disable a panel user, the label is also affected.
• You cannot change the label or partitions until a PIN/code is set for the panel user.
• Master users are always assigned to all partitions of the panel.
• Remove account deletes the customer account entirely. It does not only remove the assignment from the panel user.
• After Reset password, the old password may remain valid until the user sets a new password with the OTP.

Page layout

Page header

The page header identifies the selected panel users view and provides the entry point for assigning an account to a panel user.

Callout	UI element	Description	When to use
1	Page title	Shows the current page name: Equipment users.	Use to confirm that you are viewing users for the selected panel.
2	Users count	Shows the number of users for the selected panel, for example, 15 users. The count can differ between panels.	Use to confirm how many panel users are available for the selected panel.
3	Assign account button	Opens the Assign account to panel <current panel IMEI> modal.	Use to link an existing customer application account to a panel user.

Assign account modal window

The Assign account to panel modal links an account to one panel user on the current panel.

Callout	UI element	Description	When to use
1	Modal title	Shows Assign account to panel <current panel IMEI>.	Use to confirm that you are assigning an account to the correct panel.
2	Email field	Accepts an account email and shows matching account suggestions. You must select an account from the suggestions.	Use to find the customer application account that must be assigned to a panel user.
3	User dropdown	Lists panel users that can receive the selected account assignment.	Use to choose which panel user is linked to the account.
4	Cancel button	Closes the modal without saving changes.	Use when you do not want to assign the account.
5	Save button	Saves the assignment when the selected account and user values are valid.	Use after selecting an account from suggestions and selecting a panel user.

warning

A suspended account cannot be assigned to a panel user.

note

After a successful assignment, the Users grid shows the account email, created date, and account status for the selected panel user. The assignment is tracked in the Action Log.

Users grid

The Users grid lists panel users and shows code, role, partition, account, and status information. Select a row to open the User details and actions modal.

Callout	UI element	Description	When to use
1	№ column	Shows the panel user number, for example, 1, 2, or 3.	Use to identify the panel user slot.
2	Label & role column	Shows the panel user label and role. Default labels are User 1, User 2, and so on. If code is not set, the grid shows - for the role-related value where applicable.	Use to identify the panel user and review the assigned role.
3	Code column	Shows whether the panel user code is set. A green checkbox means the code is set and the user exists on the panel. A grey minus icon means the code is not set and the user does not exist on the panel.	Use to confirm whether the panel user is active on the panel.
4	Partitions column	Shows partitions assigned to the panel user, for example, 1, 4, 6. Master users are always assigned to all partitions.	Use to review which partitions the panel user can access.
5	Account column	Shows the assigned account email. If no account is assigned, the column shows -.	Use to verify whether a customer application account is linked to the panel user.
6	Created column	Shows the account creation date when an account is assigned, for example, 4:24:55 PM Wed 13 May, 2026. If no account is assigned, the column shows -.	Use for account review and audit checks.
7	Status column	Shows the assigned account status. Values are Not confirmed, Active, Suspended, or Unknown when no account is assigned.	Use to understand whether the assigned account can access the customer application.
8	Three dot menu	Shows row actions when actions are available. If the code is set, Disable panel user can be available. If the code is set and an account is assigned, Disable panel user and Unassign account can be available. If the code is not set, the menu is not shown.	Use to disable a panel user or unassign an account from a specific row.

note

The Disable panel user action is not available for Master users.

warning

Partitions cannot be changed until a PIN/code is set for the panel user.

User details and actions modal

The User details and actions modal opens from the right side when you select a user in the Users grid. The available details and actions depend on whether the panel user code is set and whether an account is assigned.

Callout	UI element	Description	When to use
1	User title or number	Shows the panel user name, such as User 4, or the user number, such as # 4, depending on the current user state.	Use to confirm which panel user record is open.
2	User role	Shows the panel user role, such as User, Master, or another role supported by the panel type.	Use to understand available actions and access behavior for the panel user.
3	Account summary	Shows the assigned account email, created date, and account status when an account is assigned.	Use to review the customer application account linked to the panel user.
4	Three dots icon	Shows available actions for the panel user, such as Disable panel user where allowed.	Use when you need to perform an action from the details modal.
5	Assign account button	Appears when the panel user has a code set but no account is assigned. Opens the account assignment flow.	Use to link an account to the selected panel user.
6	Unassign account button	Unassigns the account from the panel user without deleting the customer account.	Use when the account must no longer be linked to this panel user.
7	Reset password button	Sends an OTP email that lets the account owner set a new password.	Use when the assigned account owner needs to reset the customer application password.
8	Remove account button	Deletes the customer account entirely.	Use only when the account must be removed from the system and the user must lose application access.
9	Code field	Shows No code or Set. The edit icon lets you set or edit the code. When a code is set, the user appears on the panel and in the grid.	Use to create the panel user on the panel or update the panel user code.
10	Label field	Shows the panel user label, such as User 4. The edit icon lets you change the label when a code is set.	Use to give the panel user a meaningful label.
11	Partitions section	Shows assigned partitions and allows changes according to panel capabilities. Master users are always assigned to all partitions.	Use to review or change which partitions the panel user can access.
12	Door locks section	Shows No door locks or the count and list of assigned door locks.	Use to review door lock assignments for the selected panel user.
13	Proximity tags and keypad assignment sections	Can show legacy proximity tags for keypads with proximity readers and doorlock proximity tags for Yale Doorman L2/L3 door locks.	Use when the panel type and configuration support proximity tags.

note

All changes made from the User details and actions modal are tracked in the Action Log.

Navigation bar

The navigation bar appears at the bottom of the grid and controls how many panel users appear on each page.

Callout	UI element	Description	When to use
1	Previous and next arrows	Moves between pages of panel users.	Use when the panel has more users than the current page can show.
2	Range indicator	Shows how many users are displayed on the current page and the total number of users, for example, 1-15 of 1000.	Use to understand where you are in the user list.
3	Users per page dropdown	Controls how many users appear on one page. Available values are 10, 15, 50, 100, and 200.	Use to change the number of visible users in the grid.

How to use this page

Assign an account to a panel user

Goal:

• Link an existing customer application account to a panel user on the selected panel.

Steps:

1. Open the Equipment page.
2. Select the required panel.
3. Open the Users tab in the Equipment hub.
4. Select Assign account in the page header.
5. In the Email field, enter the account email.
6. Select the account from the suggestions.
7. In the User dropdown, select the panel user that must receive the account assignment.
8. Select Save.

Expected result:

• The account is assigned to the selected panel user.
• The Users grid shows the account email, created date, and status for the panel user.
• The action is tracked in the Action Log.

warning

You cannot assign a suspended account to a panel user.

Set a code for a panel user

Goal:

• Create the panel user on the panel by setting a PIN/code.

Steps:

1. Open the Users tab for the selected panel.
2. Select a panel user whose Code value shows the grey minus icon.
3. In the User details and actions modal, find Code (No code).
4. Select the edit icon.
5. Enter the required code value.
6. Save the change.

Expected result:

• The code is set for the panel user.
• The user appears on the panel.
• The Users grid shows the green checkbox icon in the Code column.
• Label and partition controls become available according to panel capabilities.
• The change is tracked in the Action Log.

Edit a panel user code

Goal:

• Update the PIN/code for a panel user that already exists on the panel.

Steps:

1. Open the Users tab for the selected panel.
2. Select a panel user whose Code value shows the green checkbox icon.
3. In the User details and actions modal, find Code (Set).
4. Select the edit icon.
5. Enter the new code value.
6. Save the change.

Expected result:

• The panel user code is updated.
• The user remains available on the panel.
• The change is tracked in the Action Log.

Edit a panel user label

Goal:

• Change the displayed label for a panel user.

Steps:

1. Open the Users tab for the selected panel.
2. Select a panel user with a code set.
3. In the User details and actions modal, find Label.
4. Select the edit icon.
5. Enter the updated label.
6. Save the change.

Expected result:

• The panel user label is updated in the details modal and the Users grid.
• The change is tracked in the Action Log.

warning

You cannot edit the label until the panel user PIN/code is set.

Change panel user partitions

Goal:

• Update which partitions the panel user can access.

Steps:

1. Open the Users tab for the selected panel.
2. Select a panel user with a code set.
3. In the User details and actions modal, find Partitions.
4. Review the current partition assignments.
5. Change the partitions according to the available panel controls.
6. Save the change.

Expected result:

• The partition assignments are updated.
• The Partitions column in the grid shows the updated partition list.
• The change is tracked in the Action Log.

note

Master users are always assigned to all partitions of the panel.

warning

Partitions cannot be changed until a PIN/code is set for the panel user.

Disable a panel user

Goal:

• Remove the panel user code so the user no longer exists on the panel.

Steps:

1. Open the Users tab for the selected panel.
2. Find a panel user with a code set.
3. Open the three dot menu for the row, or open the user details modal and select the three dots icon.
4. Select Disable panel user.
5. Confirm the action if a confirmation prompt appears.

Expected result:

• The panel user code is removed.
• The user no longer exists on the panel.
• The Users grid shows the grey minus icon in the Code column.
• Label and partition editing become unavailable until a code is set again.
• The action is tracked in the Action Log.

warning

The Disable panel user action is not available for Master users.

Unassign an account from a panel user

Goal:

• Remove the link between an account and a panel user without deleting the account.

Steps:

1. Open the Users tab for the selected panel.
2. Find a panel user with an assigned account.
3. Open the three dot menu for the row, or open the User details and actions modal.
4. Select Unassign account.
5. Confirm the action if a confirmation prompt appears.

Expected result:

• The account is unassigned from the panel user.
• The customer account is not deleted.
• The Account and Created columns show - for the panel user.
• The Status column shows Unknown.
• The action is tracked in the Action Log.

Reset the assigned account password

Goal:

• Send a password reset OTP email to the assigned account user.

Steps:

1. Open the Users tab for the selected panel.
2. Select a panel user with an assigned account.
3. In the User details and actions modal, select Reset password.
4. Confirm the reset if a confirmation prompt appears.

Expected result:

• The system sends an OTP email for password reset.
• The account user can set a new password by using the OTP.
• The action is tracked in the Action Log.

warning

The old password may remain valid until the user sets a new password with the OTP.

Remove the assigned account

Goal:

• Delete the customer account that is assigned to the panel user.

Steps:

1. Open the Users tab for the selected panel.
2. Select a panel user with an assigned account.
3. In the User details and actions modal, select Remove account.
4. Review the removal confirmation carefully.
5. Confirm the removal.

Expected result:

• The customer account is deleted.
• The account is no longer assigned to the panel user.
• The user loses access to the customer application and login.
• The action is tracked in the Action Log.

danger

Removing an account deletes the customer account entirely. Use Unassign account if you only need to remove the link between the account and the panel user.

Change the number of users shown per page

Goal:

• Change how many panel users appear in the grid.

Steps:

1. Go to the navigation bar at the bottom of the Users grid.
2. Open the users per page dropdown.
3. Select one of the available values:
   • 10
   • 15
   • 50
   • 100
   • 200

Expected result:

• The grid updates to show the selected number of users per page.
• The range indicator updates.

Move between user pages

Goal:

• Navigate through multiple pages of panel users.

Steps:

1. Go to the navigation bar at the bottom of the Users grid.
2. Select the next arrow to move forward.
3. Select the previous arrow to move back.
4. Review the range indicator, for example, 1-15 of 1000.

Expected result:

• The grid shows the selected page of panel users.
• The range indicator updates.

Field and option reference

Assign account fields

Name	Description	Accepted values	Behavior	Restrictions	Default value
Email	Account email used for customer application access.	An existing account selected from suggestions.	Identifies the account that will be assigned to a panel user.	Suspended accounts cannot be assigned. Typed text must be matched to and selected from suggestions.	Empty.
User	Panel user that receives the account assignment.	A user from the current panel.	Links the selected account to the selected panel user after you select Save.	A user must be selected before saving.	Empty.

Users grid columns

Name	Description	Accepted values	Behavior	Restrictions	Default value
№	Panel user number.	Number, such as 1, 2, or 3.	Identifies the panel user slot.	Read-only.	Assigned by the panel.
Label & role	Panel user label and role.	Label text and a role supported by the panel type.	Shows the user name and role in one column.	Label cannot be changed until a code is set.	User 1, User 2, and so on.
Code	Indicates whether the panel user code is set.	Green checkbox icon or grey minus icon.	Green checkbox means the code is set and the user exists on the panel. Grey minus means the code is not set and the user does not exist on the panel.	Read-only in the grid. Edit the code from the details modal.	Depends on panel user configuration.
Partitions	Partitions assigned to the panel user.	Partition numbers, such as 1, 4, 6.	Shows partition access for the panel user.	Cannot be changed until a PIN/code is set. Master users are always assigned to all partitions.	Depends on panel and user configuration.
Account	Assigned account email.	Email address or -.	Shows whether the panel user is linked to a customer application account.	Read-only in the grid.	- when no account is assigned.
Created	Created date of the assigned account.	Date and time, for example, 4:24:55 PM Wed 13 May, 2026, or -.	Shows account creation information for assigned accounts.	Read-only.	- when no account is assigned.
Status	Status of the assigned account.	Not confirmed, Active, Suspended, or Unknown.	Shows whether the account can access the customer application.	Read-only in the grid.	Unknown when no account is assigned.
Three dot menu	Row actions for the panel user.	Disable panel user and, when an account is assigned, Unassign account.	Shows actions that are valid for the selected row state.	Not shown when code is not set. Disable panel user is not available for Master users.	Hidden when no actions are available.

Panel user roles by panel type

Name	Description	Accepted values	Behavior	Restrictions	Default value
DSC panels	Roles available for DSC panel users.	Master, Supervisor, User, One-time User, Duress.	Determines the panel user role shown in the grid and details modal.	Available roles depend on panel capabilities.	Not specified.
NeoR panels	Roles available for NeoR panel users.	Master, Supervisor, User, One-time User, Duress.	Determines the panel user role shown in the grid and details modal.	Available roles depend on panel capabilities.	Not specified.
Qolsys (IQ) panels	Roles available for Qolsys (IQ) panel users.	Master, DwellerMaster, User, Guest, Installer, Duress, Dealer.	Determines the panel user role shown in the grid and details modal.	Available roles depend on panel capabilities.	Not specified.
Dual Path	Roles available for Dual Path panel users.	Master.	Dual Path panel users use the Master role only.	No other roles are available for this panel type.	Master.
Visonic	Roles available for Visonic panel users.	Master, User.	Determines the panel user role shown in the grid and details modal.	Available roles depend on panel capabilities.	Not specified.

Account status values

Name	Description	Accepted values	Behavior	Restrictions	Default value
Not confirmed	The account is not confirmed because the user has not set a password from OTP.	Not applicable.	The user has no access to the customer application.	The user must complete password setup from OTP to gain access.	Can be the initial account status.
Active	The account is active.	Not applicable.	The user has access to the customer application.	Access can be removed by suspending or removing the account.	Not specified.
Suspended	The account was active but is now suspended.	Not applicable.	The user has no access to the customer application.	A suspended account cannot be assigned to a panel user.	Not specified.
Unknown	No account is assigned to the panel user.	Not applicable.	Shown in the grid when account status does not apply.	Changes when an account is assigned.	Default when no account is assigned.

User details fields and options

Name	Description	Accepted values	Behavior	Restrictions	Default value
Code	Panel user PIN/code state.	No code or Set. Editable through the edit icon.	When set, the user appears on the panel and in the grid.	Required before label and partition changes are available.	No code for users that do not exist on the panel.
Label	Display name for the panel user.	Text label supported by the panel.	Updates the user label in the details modal and grid.	Cannot be changed until code is set. Label is affected when the panel user is disabled because code and label are linked.	User 1, User 2, and so on.
Partitions	Partition access for the panel user.	Partitions supported by the panel.	Controls which partitions the panel user can access.	Cannot be changed until code is set. Master users are assigned to all partitions.	Depends on panel and user role.
Door locks	Door locks assigned to the panel user.	No door locks, count, or list of assigned door locks.	Shows door lock assignment information.	Availability depends on panel configuration.	No door locks when none are assigned.
Legacy proximity tags	Proximity tags for keypads with proximity readers.	Supported tag assignments for the panel configuration.	Shows or manages proximity tags where supported.	Shown only when supported by panel type and configuration.	Not shown when unsupported.
Doorlock proximity tags	Proximity tags for Yale Doorman L2/L3 door locks.	Supported doorlock proximity tag assignments.	Shows or manages doorlock proximity tags where supported.	Shown only when supported by panel type and configuration.	Not shown when unsupported.

Navigation options

Name	Description	Accepted values	Behavior	Restrictions	Default value
Users per page	Controls how many panel users appear on one page.	10, 15, 50, 100, 200.	Updates the grid page size.	Large page sizes may require more scrolling.	15, based on the range indicator example.
Range indicator	Shows the current visible range and total count.	System-generated value, for example, 1-15 of 1000.	Updates when you change page or page size.	Read-only.	Depends on total panel user count.

Tips

tip

• Review the selected panel IMEI in the assignment modal before you save an account assignment.
• Use Unassign account when the customer account must remain in the system.
• Use Remove account only when the customer account must be deleted and application access must be removed.
• Set the panel user code before editing labels or partitions.
• Check the Status column before troubleshooting application access. A Suspended or Not confirmed account cannot access the customer application.
• Use the Action Log to verify who changed a code, label, partition, or account assignment.

Troubleshooting

Assign account is not successful

Possible causes

• The Email field is empty.
• The entered email was not selected from suggestions.
• The account is suspended.
• The User dropdown value is empty.
• The current user does not have permission to assign accounts.

What to do

1. Confirm that the account exists.
2. Enter the email and select the account from suggestions.
3. Check that the account is not suspended.
4. Select a panel user from the User dropdown.
5. Confirm that you have permission to manage account assignments.
6. Select Save again.

Panel user does not appear as active on the panel

Possible causes

• The panel user code is not set.
• The user was disabled.
• The code was removed during a previous action.

What to do

1. Open the Users tab for the selected panel.
2. Check the Code column for the user.
3. If the grey minus icon is shown, select the user row.
4. In the details modal, set the code.
5. Confirm that the grid shows the green checkbox icon after saving.

Label or partitions cannot be changed

Possible causes

• The panel user code is not set.
• The selected user is a Master user and partitions are fixed to all partitions.
• The panel type does not support the requested partition change.

What to do

1. Check the Code column for the selected user.
2. Set the code if it is not set.
3. Reopen the user details modal.
4. Edit the label or partitions again.
5. For Master users, verify that all partitions are expected.

Disable panel user action is not available

Possible causes

• The panel user code is not set.
• The selected panel user is a Master user.
• The current user does not have permission to manage panel users.

What to do

1. Check whether the panel user has a code set.
2. Check the user role.
3. If the role is Master, use another supported administrative process if the Master user must be changed.
4. Confirm that you have permission to manage panel users.

Account user cannot access the customer application

Possible causes

• The account status is Not confirmed.
• The account status is Suspended.
• The account was removed.
• The user has not completed password setup from OTP.
• The user is using an old or incorrect password.

What to do

1. Open the Users tab for the selected panel.
2. Find the panel user and review the Status column.
3. If the status is Not confirmed, ask the user to complete password setup from OTP.
4. If the status is Suspended, enable the account from the account management workflow if access should be restored.
5. If the user cannot sign in, use Reset password from the details modal.
6. If the account was removed, register or create the account again if required.

Password reset email is not received

Possible causes

• SMTP is not configured.
• SMTP service is unavailable.
• The account email address is incorrect.
• The email was blocked, delayed, or moved to spam.

What to do

1. Confirm that SMTP is configured and available.
2. Check the assigned account email in the details modal.
3. Ask the account user to check spam or junk folders.
4. Select Reset password again after email delivery is confirmed.

Account was removed by mistake

Possible causes

• Remove account was selected instead of Unassign account.
• The removal confirmation was accepted for the wrong account.

What to do

1. Confirm whether the account still appears in account management.
2. If the account was removed, create or register the account again if it is still required.
3. Assign the account to the required panel user again.
4. Review the Action Log for the removal event.

danger

Removed accounts cannot be restored from the Users tab.

The expected user action is missing from the three dot menu

Possible causes

• The panel user code is not set.
• No account is assigned to the panel user.
• The selected user is a Master user.
• The current user does not have permission for the action.

What to do

1. Check the Code column.
2. Check whether an account is assigned.
3. Check the panel user role.
4. Confirm that you have the required permissions.
5. Open the user details modal to check whether the action is available there.

Related pages

info

• Equipment
• Accounts
• Action Log
• Roles and permissions
• Panels
• Door locks