2.7 Adding and managing users

How to add your booth team, manage access, and handle special cases like temporary staff.

Written By Ravi Kiran

Users are the people who capture data in the Helpie Event mobile app — your booth team. You add and manage them from the console.

Configure before you add users

Complete your app content setup (Data Modules, message templates, assignees, follow-up actions) before adding new users or enabling existing ones. As soon as a user gets access, they can see your content in the app. If you're still making changes, they'll see incomplete content and get confused.

If you do need to make changes after users are already active, that's fine. Just ask all users to tap Sync Now in the app once you've finished.

Adding a new user

  1. Go to Team in the console sidebar.

  2. Click + Create User.

  3. Enter their name, job title, email, and mobile number (without country code).

  4. Click Add.

  5. Each user must have a unique email address and mobile number. You can't use the same email ID for multiple users

The new user automatically receives an SMS and email with:

• A download link for the app (Android and iOS)

• Their login credentials

They can log in and start using the app immediately.

Existing users from a previous event

If a user has been added before, you don’t need to add them again. In fact, adding them again will create a new user and lead to data split. Just make sure they’re:

• Enabled (not disabled) in the Team section

• Linked to the correct upcoming event

They’ll need to download and install the latest version of the app if they haven’t already.

Check mobile numbers

A common issue: extra spaces in mobile numbers can prevent the login SMS from being delivered. Double-check each number before adding.

Error when adding a user?

Two common errors when adding a user. Different causes, different fixes.

"Duplication alert! A disabled user with this email already exists."

A user with the same email address (or mobile number) already exists in your account but is disabled. You don't need to create a new user — re-enable the existing one:

  1. Go to Team in the sidebar.

  2. Remove the "Active" filter to see disabled users.

  3. Find the user and click Edit on their profile.

  4. If their end date has passed, update it to a future date. (This is a user-level access control — a user with an expired end date can't be re-enabled until it's extended.)

  5. Give them access to the relevant event and save.

  6. Toggle their account to Active.

Need to re-enable several users at once? Select them all and click the Enable Users button.

"Mobile number already exists"

The mobile number is registered to a user under a different company's Helpie account — often because the person previously worked at another company that used Helpie and their old account is still active.

Contact us at prioritysupport@helpie.io with the person's name and mobile number. We'll resolve it.

Adding booth hostesses, promoters, or temporary staff

You can add anyone as a Helpie user, including temporary booth staff. A few things to keep in mind:

• They’ll have full access to capture interactions and send follow-up messages from the app.

• Each user sees only their own interactions — they cannot see data captured by other team members.

• After the event, you can disable their account to revoke access.

Pro tip: There’s no limit on users (Pro plan). Add your entire team — including temporary staff — at no extra cost.

Disabling or removing a user

If someone leaves your team or you want to revoke access:

5. Go to Team in the console.

6. Find the user and disable their account.

Disabling a user stops their access to the app. Data they’ve already captured remains in the console.

Disabling vs deleting a user

Disable — Stops the user's access to the app. Their captured interactions remain in the console. You can re-enable them later. Use this for temporary staff or team members between events.

Delete — Permanently removes the user from your account. This is only possible if the user has not added any interactions. Once a user has captured even one interaction, they cannot be deleted — only disabled.

This is the same rule as Data Modules: you can delete a module only if it has no responses linked to it.

Next steps

• Preparing your team: what to tell your booth staff (2.8)

Still need help?

Email us at prioritysupport@helpie.io or call +91 98206 08561.