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Your agency's profile and back-office users

Agency Settings holds your agency's name and contact details, and the back-office staff who use ShiftTracker for you — Agency Admins and Agency Coordinators. An Agency Admin changes the details, adds staff by emailing them an invitation, changes their role and switches them off. Coordinators can look but not change. Officers are not managed here; see Add and manage officers.

Where is it?

More → Agency Settings. Agency Admins see Agency Profile, Users, Onboarding and Subscription; Agency Coordinators see Agency Profile and Users only.

Task Agency Admin Agency Coordinator
Change the agency's details Yes No
See the back-office users Yes Yes
Add, change or switch off a user Yes No

How do I change the agency's details?

  1. Open Agency Profile — Your agency's name and contact details.
  2. Change Agency Name, Contact Email, Contact Phone or Address. The name is required.
  3. Press Save Changes — Agency details saved.

Agency Settings → Agency Profile for Trentside Security Personnel, with the settings menu on the left — Agency Profile (selected), Users, Onboarding and Subscription. Agency Name reads Trentside Security Personnel; Contact Email bookings@demo.shifttracker.co.uk; Contact Phone 0115 496 0200; and beneath them the note All agency-wide notifications go to this one address — such as a request shared with your agency — instead of emailing every agency user. If left blank, these fall back to emailing your agency admins. Address reads Unit 6, Castle Wharf, Nottingham, NG1 7EH, with a Save Changes button.

The Contact Email is where agency-wide emails go — a request shared with your agency, for instance — rather than to every user. Left blank, they go to your Agency Admins.

It does not decide which partnership invitations reach you: an invitation comes to your agency through the link in its email. See Register your agency and accept a partnership.

An Agency Coordinator sees the details read-only, with Only an Agency Admin can change these details. and no Save Changes.

How do I add a back-office user?

Back-office users are staff who run the agency's work in ShiftTracker — not officers. Officers are added under People → Officers; see Add and manage officers.

  1. Open Users and press Add User.
  2. Give their Name and Email, and choose the Role — Agency Admin or Agency Coordinator.
  3. Press Create User.

They are emailed a link to choose their own password — It works once and expires in 7 days. If the email cannot be sent, you are told so; press Resend invitation on their row to try again.

Agency Settings → Users — Agency Users, Back-office staff who operate the platform (not officers) — with an Add User button. The table lists Rhys Llewellyn (you), rhys.llewellyn@…, Agency Admin, Active, with no actions; and Megan Pryce, megan.pryce@…, a role picker set to Agency Coordinator, Active, with Resend invitation and Deactivate buttons.

An email already used by any ShiftTracker account is refused — A user with this email already exists.

How do I change someone's role or switch them off?

  • Role: choose Agency Admin or Agency Coordinator from the picker on their row. It saves straight away.
  • Switch off: press Deactivate. They can no longer sign in. Activate brings them back.
  • Resend invitation is shown while someone has not yet set their password.

Changing someone's role, or deactivating them, signs them out everywhere at once, and is recorded in your agency's audit trail.

Two guards stop you locking the agency out:

  • You cannot change your own role or deactivate yourself — your own row has no controls.
  • The last active Agency Admin cannot be demoted or deactivated — This is the agency's last active admin — promote another admin first.

Users are not deleted, only deactivated.

Last updated 2026-10-09