Users & Permissions

Overview

To add someone to your agency, click Agency in the sidebar to open the Agency overview page → under System, click User Management → Invite User → enter their Name and Email → click Send Invitation. Once they accept, open their permissions from the Agency Members list to control what they can do.

Invite a user

Open User Management

In the left sidebar, click Agency, then click User Management (it only appears for users with Principal Rights). The page opens with a Security section, an Agency Members list and a Pending Invitations list.

Start the invite

In the Pending Invitations section, click Invite User (top right).

Enter their details

In the Invite User window, enter the person's Name and Email. Both are required.

Send the invitation

Click Send Invitation. Keyhook emails them a link to sign up and join your agency, and they appear under Pending Invitations until they accept.

Set a user's permissions

Open the user's permissions

Click Agency in the sidebar, then click User Management. In the Agency Members list, click the permissions (padlock) icon in their Actions column.

Turn on what they need

A new member starts with none. Switch on Global Inspections, Global Finance or Principal Rights. What each permission gives access to covers what they each unlock.

Set their primary portfolio

Pick the portfolio that opens first when they log in. If they have portfolios, you can switch notifications on or off for each one.

Save

Click Save. Their permissions show in the Permissions column of the Agency Members list.

What each permission gives access to

Each level below includes everything above it.

No permissions

Financials holds four items: Bank Feeds, Bill Pay, Invoices and Owner Statements. Bank Feeds shows held transactions only. On the Agency page: Custom Fields, Email Management, Reference Templates, and Apply Page if your agency has one.

Global Inspections

Adds inspections for every property, whatever portfolio it sits in.

Global Finance

Adds the rest of the Financials menu, every Bank Feeds tab, the Insights menu, and Balance Migrations on the Agency page to read.

Principal Rights

Adds the admin options on the Agency page: Edit Agency, Tags, User Management, Portfolio Management, Manage Integrations, Trust Accounting Settings and Connected Bank Account. Inviting a user, setting someone's permissions and moving properties between portfolios all need it.

Note: Billing History is the exception. Only the agency owner, the member with the crown, can open it.

Edit or cancel a pending invitation

Find the invite

In the Pending Invitations list, find the row for the person you invited.

Fix a wrong name or email

Click the edit (pencil) icon, correct the Name or Email, and click Send Invitation again to update the invite.

Cancel the invite

Click the delete (trash) icon and confirm to withdraw the invitation. You can invite the person again later with the right details.

Remove a user from the agency

Find the member

In the Agency Members list, find the user you want to remove.

Remove them

Click the remove (trash) icon in their Actions column, then click Remove in the confirmation to confirm.

Note: You can't remove yourself, and you can't remove the member with the crown (the agency owner). To remove anyone else who has Principal Rights, turn their Principal Rights off first, then remove them.

Frequently asked questions

Who can invite and manage users?

Everything on the User Management page needs Principal Rights, and members without it are redirected away. Any member with Principal Rights can invite, set permissions and remove members, not just the agency owner. The crown just marks the owner; it isn't what unlocks these actions.

How do we change the Crown user?

The crown marks the agency owner, which is set when the agency is first created and can't be reassigned from the User Management page. Contact Keyhook support and we'll move it to another member for you. The request has to come from the current Crown user, so that person needs to email us themselves and tell us who should hold it.

Can I invite someone who already has a Keyhook account?

Not by invitation. The invite creates a brand-new account, so if that email already belongs to a Keyhook login you'll see Email is already a keyhook user. Don't send them a second invite on a different address, that leaves one person with two accounts. Contact Keyhook support instead and we can connect their existing account to your agency.

Can someone work across more than one agency?

Yes, but it isn't something you can set up from User Management. The person needs to already be part of one agency, which stays their default, then Keyhook support can connect them to another. Once they are connected, an agency switcher appears in the menu under their name in the sidebar, next to the portfolio selector, so they can move between agencies.