How to Manage Existing Members in the Empath Admin Interface

 Summary

The Members area in the Empath Admin interface is the central location for managing individual users after they have been added to your tenant.

Depending on your permissions, you can update a member’s group membership, profile information, roles, security settings, and account status. You can also access the member’s training, assignment, and reporting information from the same area, although those features are covered separately.

Manager or Admin Access

To manage members, you must have either the Manager or Admin role in Empath.

Some member-management actions are available to Managers, while others may require the Admin role. If an option described below is not available to you, verify your current role and permissions.

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How It Works

1. Open the Admin interface

You can access the Admin interface in either of these ways:

1. Click Admin in the upper navigation bar between Dashboard and Courses.
2. Or open your profile dropdown, select Settings, and go to Account Settings.

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2. Open Members

From the left-hand navigation inside Admin, select Members.

The Members area serves as the primary location for working with an individual user. From here, you can access administrative settings as well as training, assignment, and reporting information.

Select the member you want to manage.

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3. Use the member quick-actions menu

Locate the member in the Members list and click the ellipsis (•••) beside their record.

This menu provides quick access to common administrative actions, including:

• Edit Groups
• Edit Member

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4. Add or remove the member from groups

To quickly change group membership:

1. Click the ellipsis (•••) beside the member.
2. Select Edit Groups.
3. Select the groups the member should belong to.
4. Remove any groups they should no longer belong to.
5. Click Save.

After saving, the updated groups will appear on the member record.

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You can also edit group membership after opening the member directly or from the member’s full account settings.

5. Open the member's full account settings

For additional administrative options:

1. Open the member.
2. Click the ellipsis (•••).
3. Select Edit Member.

This opens the account settings for that specific member.

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6. Edit profile and account details

From the member’s account settings, you can update available profile information such as:

• Name
• Display username
• Phone number
• Address
• Job title

Members can update many of these profile details themselves, but Managers or Admins with the appropriate permissions can also make changes on their behalf.

Important: The username shown here is a display username. Changing it does not change the information the member uses to sign in to Empath.

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7. Change the member's roles

The member settings also allow you to modify the roles assigned to that user.

Available roles may include:

• Member
• Manager
• Content Admin
• Additional roles available within your tenant

Roles determine what the member can access or manage within Empath.

You can also update the member’s group membership from this same screen.

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8. Manage privacy and security settings

Open the Privacy and Security tab to access additional administrative controls.

Depending on your permissions, available actions include:

Reset MFA

Use Reset MFA when a member is experiencing issues with their multi-factor authentication configuration. Resetting MFA clears the member’s existing MFA settings.

Deactivate Account

Deactivating a member:

• Prevents the member from logging in
• Does not delete the account
• Does not free the license currently consumed by that member

Use deactivation when you need to suspend access without permanently removing the member.

Delete Account

Use the delete option when the member should be removed rather than temporarily prevented from accessing Empath.

Review the action carefully before deleting an account.

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Confirmation Steps

After making a member-management change, verify the update before leaving the page.

Depending on the action, confirm that:

• The correct groups appear on the member record.
• Updated profile information is displayed.
• The intended role or roles are assigned.
• A deactivated member shows the expected account status.
• Any other administrative change appears correctly in the member’s settings.

Important Notes

• You must have the Manager or Admin role to access member-management functionality.
• Some actions may require the Admin role specifically.
• Changing the member’s display username does not change their login credentials.
• Group membership can be edited from multiple locations within the Members experience.
• Reset MFA clears the member’s existing MFA settings.
• Deactivating an account prevents login but does not delete the member.
• A deactivated member continues to consume a license.
• Deleting and deactivating a member are different actions. Use the option appropriate for the outcome you need.

Best Practices

• Use Edit Groups from the Members list when group membership is the only change you need to make.
• Open Edit Member when you need to update multiple account settings at once.
• Verify a member’s existing roles before changing permissions.
• Use deactivation when access needs to be suspended without removing the account.
• Remember that deactivation does not free a license. If license availability is the reason for the change, review whether the account should instead be removed.
• Confirm your changes after saving, especially when modifying groups or roles that affect access elsewhere in Empath.

Troubleshooting

I do not see Admin in the navigation

Confirm that your account has the Manager or Admin role.

You can also open your profile dropdown and select Settings to access the Admin experience.

I can access Members, but I do not see one of the actions described here

Some administrative actions require different permission levels. Verify whether your account has the Manager or Admin role required for that action.

I changed the username, but the member still signs in the same way

This is expected. The username field in the member profile is a display value and does not change the information the member uses to log in.

I deactivated a member, but the account is still using a license

This is expected. Deactivation suspends access but does not delete the member or stop the account from consuming a license.

A member is having problems with MFA

Open the member’s Privacy and Security settings and use Reset MFA if appropriate. This clears the member’s existing MFA configuration.

Video Walkthrough

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Support

If you are still stuck after trying the steps above, contact Empath Support at support@empathmsp.com or use the in-app chat bubble.