Adding a New User

This guide explains how to add new users to both parent tenant instances and child customer instances in Synthreo’s Canopy portal.

User Management opens on the Users tab, which lists accounts across your organization. It also has an Accounts tab for application-level accounts. This guide focuses on the Users tab.

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Adding a User (Parent Tenant)

Prerequisites

• Access to Canopy portal with appropriate permissions
• User’s email address
• User’s first and last name

Steps

1. Go to https://canopy.synthreo.ai
2. Click User Management in the left sidebar
3. Click the Add User button at the upper-right corner
4. Enter:
   • User Email (also used as the username)
   • First Name
   • Last Name
5. Click Create to create the account

Note

New users automatically receive ThreoAI app permission. You can add more permissions afterward - see Managing Permissions.

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Adding a User to a Child Customer

Prerequisites

• Access to Canopy portal with permissions to manage customer tenants
• User’s email address
• User’s first and last name

Steps

1. In Canopy, click Customers in the left sidebar
2. Search for the tenant name of the child customer
3. Click the customer name to access the customer detail page
4. Go to the Users tab
5. Click Add User and enter:
   • User Email (also used as the username)
   • First Name
   • Last Name
6. Click Create to create the account

Note

New users automatically receive ThreoAI app permission. You can add more permissions afterward - see Managing Permissions.

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What Happens Next

• The new user receives a welcome email with setup instructions
• The setup link is valid for 7 days
• After completing setup, the user can access assigned applications immediately

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Bulk Import

To add many users at once, use Bulk Import from the User Management screen instead of creating each account by hand. It opens a step-by-step wizard:

1. Select Customer - choose the tenant the users belong to.
2. Upload CSV - upload a CSV with one row per user. The columns are email, firstname, and lastname, with optional threo, builder, and tenant columns to set product access.
3. Preview - review the parsed rows and any validation warnings before anything is created.
4. Configure Settings - set options such as the batch size, and a validate-only run that checks the file without creating accounts.
5. Processing - Canopy creates the accounts in batches.
6. Results - see what succeeded and download an error report for any rows that failed.

Each created user receives a welcome email, the same as a single add. Use bulk import when onboarding a whole team or migrating a customer’s users in one pass.

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Resetting MFA for a User

If a user is locked out of their second factor (a lost device or a reset authenticator), reset their MFA from User Management:

1. Click User Management in the left sidebar
2. Locate the user in the list
3. Use the Reset MFA action for that user

Resetting MFA emails the user a setup link so they can enroll a new second factor. Their next sign-in prompts them to set MFA up again.

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Resending a Welcome Email

For Parent Tenant Users

1. Go to https://canopy.synthreo.ai
2. Click User Management in the left sidebar
3. Locate the user in the list and click their name to open the account detail page
4. Under Invitation, click Resend Invitation

Note

If Resend Invitation is not shown, the user has already finished account setup.

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For Child Customer Users

1. In Canopy, click Customers in the left sidebar
2. Search for the tenant name of the child customer
3. Click the customer name to access the customer detail page
4. Go to the Users tab
5. Click the user’s name to open their account detail page, then click Resend Invitation

As with parent-tenant users, Resend Invitation appears only while the user has not finished account setup.

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Troubleshooting

If the setup email is not received:

1. Check the Spam/Junk folder
2. Verify the email address entered is correct
3. Resend the welcome email using the steps above
4. Contact Synthreo Support at help@synthreo.ai if the issue persists

Issue	Cause	Fix
Add User button not visible	Insufficient administrative permissions	Verify your account has Owner or Admin role in Canopy
Duplicate email error on save	A user with that email already exists in this tenant	Check User Management for an existing account with the same email
Welcome email not received	Email in spam, or address entered incorrectly	Check spam folder, verify the address, then resend
Setup link expired before user acted	Link is valid for 7 days only	Resend the welcome email to generate a fresh setup link

Best Practice

Use the user’s email address as both their email and username to maintain consistency.

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FAQs

Can I add multiple users at the same time? Yes. Use Bulk import from the User Management screen to create many accounts in one pass. See Bulk Import above. Each imported user receives a welcome email automatically.

What if the user’s name changes after the account is created? Open the user in User Management and update the first or last name on their account detail page. The email address can also be changed there, under Security, using a confirmation-link flow. See Managing Permissions.

Can a user belong to both a parent tenant and a child customer? No. Each user account exists within a single tenant. To give someone access at multiple levels of the hierarchy, a separate account must be created at each level.