Your team

The three roles

Everyone on the account is an owner, an admin, or a technician, and the difference is not cosmetic — it decides what each person can even reach.

• Owner. Everything, including billing and the company-wide security settings. There is always exactly one way in: the person who signs up becomes the owner, and ownership is never handed out through an invitation — see below.
• Admin. The team page, reports, and company settings — but not billing, and not the security settings that decide whether the company requires two-factor. An admin can run the day-to-day account without ever touching the card on file.
• Technician. Works the jobs assigned to them. No team page, no settings, no reports — a technician's view of the app is the board and the jobs on it, nothing else.

Reports sit behind admin-and-above on purpose: the export carries every customer's contact details and completion notes, and that is not something to hand to everyone on the tools. That covers the whole section — the saved reports and their spreadsheets, and the workload calendar, which is every customer's job history laid out by who did it. See reports and saved views and the workload week.

The customer book is the other way round. Everyone can look a customer, a firm or a site up — a technician standing at a door needs the phone number as much as the office does — but only an administrator can change one, merge two, or revoke a firm's portal access. See organisations, customers and sites.

There is a second way onto an account, and it is the one most of the tools use: an app code, issued to one person from this screen, which puts them on the field app without an email address or an invitation. It works once, expires after a day, and creates a technician — never an admin. See signing in on your phone for how to issue one, and the app on your phone for what that person can then do.

Ownership is not invitable

Team → Invite only ever offers admin or technician. There is no way to invite someone in as owner — the role is created once, with the company, and stays that way unless it is transferred deliberately.

Inviting someone

From Team → Invite, enter their email and pick a role. They get an email with a signed link — it carries the invitation itself, not just a password reset — and on that link they set their own name and their own password. Nobody in your firm ever sees or sets it for them. The invitation expires after a few days if it is never accepted.

A pending invitation can be revoked from the team page at any time before it's accepted, which frees up the seat it was holding — see below.

It can also be resent, which is usually what you want when the first email went to their spam folder. While the invitation is still live this sends the same link again, so if they later dig the original out of their junk folder it still works. If the invitation had already expired, resending gives them a fresh link good for another fortnight and the old one stops working — the page says so before it sends. There's a limit on how often one invitation can be resent; past that, a phone call or a second look at the address is the better move.

Seats

Every plan has a seat cap, and the price is flat per plan, not per seat — a company on Crew pays the same whether it has two people on the account or the full ten. Adding someone is never a bigger invoice; it either fits under the cap or it doesn't.

A pending invitation reserves a seat, the same as an active person. Without that, a company at its cap could send out a stack of invitations and blow straight past the limit the moment they were all accepted — and it would be the person accepting, who did nothing wrong, who hit the wall.

Nobody is ever automatically deactivated when a plan changes. If a company on Crew with nine people drops down to Van, which only fits three, the account is simply flagged as over its cap and nobody loses access — switching someone off mid-job with no warning would be far worse than carrying a few extra seats for a while. It's on the owner or admin to sort out in their own time.

When you're at the cap, inviting or reactivating someone shows the limit rather than silently failing, and points at the plan that would fit. There are two ways past it: deactivate someone to free the seat they're holding, or move up a plan — see billing and plans for how that works.

Deactivating and reactivating

Removing someone from the team deactivates them rather than deleting their row. They can no longer sign in, but every job they ever touched still shows their name against it — nothing in the job history goes blank. The last remaining owner on an account can't be deactivated; there always has to be someone who can manage the company.

Reactivating someone brings them straight back, and it takes a seat exactly like inviting a new person does — if the company is at its cap, you'll be asked to free one up or move up a plan first.

Changing someone's role

An owner can promote a technician to admin, or move someone back down, from the team page. Only an owner can promote to admin — an admin cannot mint more admins. The change takes effect immediately: a technician who becomes an admin sees the team page, reports and settings the moment it happens, no re-login needed. Ownership itself can't be changed here in either direction.

Two-factor and invited staff

If the company requires two-factor for its own security policy, anyone it covers — including someone newly invited — will be asked to set up an authenticator app before they can use the site, right after they accept their invitation and set their password. See signing in securely for what that setting does and how to set it.