---
title: The All Users Screen
description: "**All Users** is the operator's single list of everyone with an account — staff, customers, guests and sub-accounts. From here you filter the list down to the account you want and open its profile workspace, where every tab is a…"
url: "https://rackhelm.com/documentation/all-users-screen/"
updated: "2026-09-24"
category: "Clients, Staff & Access Control"
---

# The All Users Screen

**All Users** is the operator's single list of everyone with an account — staff, customers, guests and sub-accounts. From here you filter the list down to the account you want and open its profile workspace, where every tab is a different view of that one customer.

## Before you start

> **Note:** The list requires the `view_clients` permission. Individual tabs need more: `view_credit_balances` for Billing, `view_tickets` for Tickets, `view_client_activity` for Auth Logs and `view_seo_reports` for SEO Reports. See [Roles and Permissions](/docs/roles-and-permissions/).

## Finding an account

Open **Users & Roles → All Users**. The toolbar across the top of the table gives you four independent ways to narrow the list, and they combine.

![The All Users list showing segment pills, search box, role and MFA filters, and the user table](/wp-content/uploads/rackhelm-docs/clients-all-users-index.png)
The segment pills carry live counts, so you can see how many guests or sub-accounts exist before filtering to them.

### Segment pills

The pills on the left switch the list between five populations. The number on each pill is the total for that segment and ignores whatever else you have typed or selected, so it stays stable as a reference figure.

| Pill | Shows |
| --- | --- |
| **All** | Everyone except guests. This is the default. |
| **Staff** | Accounts holding at least one role marked as a staff role. |
| **Customers** | Non-guest accounts with no staff role — your paying client base. |
| **Guests** | Placeholder accounts created from guest tickets and inbound support email. This is the only pill that shows them — **All** excludes them too. |
| **Sub-accounts** | Accounts attached to a parent account. |

### Search and filters

- **Search name or email** matches first name, last name, the two joined as a full name, the email address, and the name of the *parent* account. Searching for a company owner therefore also surfaces their colleagues' sub-accounts.
- The **Roles** box is a multi-select; picking several roles returns anyone holding any of them.
- The MFA filter offers **All MFA**, **MFA on** and **MFA off**, based on whether the account has a two-factor secret stored.
- The **×** button beside the search icon clears every filter and returns to the default view.

The **User** and **Joined** column headings are sort links; clicking the same heading twice reverses the direction. The list pages at 15 rows and your filters survive paging.

### Reading a row

Each row shows the account's initials tile, name, email, organisation if one is recorded, and — for a sub-account — a "Sub of" line linking straight to the parent. Role badges are tinted when the role is a staff role. The **MFA** column shows a shield, the **Packages** column counts the account's top-level services (add-ons are not counted separately), and **Joined** is the registration date.

**Manage** opens the profile workspace. The kebab menu beside it holds **Impersonate** and **Delete user**, each shown only when it is actually available to you: delete is hidden for Super Admins, for any staff account, and for your own account.

## The client workspace

Opening an account gives you a header with at-a-glance figures and a row of tabs. The header tiles are **Total spent** (the sum of that account's paid invoices), **Credit**, **Packages**, **Open tickets**, **Invoices**, **MFA** and **Joined**, plus **Impersonate** and **Delete** buttons where permitted.

![A client profile header with KPI tiles and the row of workspace tabs](/wp-content/uploads/rackhelm-docs/clients-user-workspace-tabs.png)
Every tab is scoped to this one account; the badges on the tabs are live counts.

| Tab | What it holds |
| --- | --- |
| **Contact** | Email, password reset, name and assigned roles. See [Creating and Editing a Client](/docs/creating-and-editing-clients/). |
| **Packages** | Every service the account owns, with product, price, billing cycle, next due date and status, plus per-package actions. |
| **Billing** | Credit balance, the add/remove credit form, the full credit transaction history, and the stored payment methods (type, card brand and last four, default flag, date added). Needs `view_credit_balances`. |
| **Invoices** | Number, amount, due date, paid date and status. Invoices belonging to orders that were later emptied are still listed, so the financial history stays complete. |
| **Tickets** | Ticket number, subject, department, status and last update — filtered to the departments you are allowed to see, exactly as on the main ticket queue. |
| **Addresses** | The account's address book, read-only, including UK legal type and registrant name for `.uk` domains. See [Countries and the Address Book](/docs/countries-and-addresses/). |
| **Auth Logs** | Sign-in and sign-out history with IP and approximate location. See [Audit Logs and Authentication Logs](/docs/audit-and-authentication-logs/). |
| **SEO Reports** | The account's own SEO scans: website, requested date, running time and status. Only appears when you hold `view_seo_reports`. |
| **Affiliate** | Affiliate performance per campaign — clicks, signups, purchases, total earned — and the form for generating new tracking codes. |
| **Sub-Accounts** | Colleague logins attached to this account, and a form to add one. Hidden when the account you are viewing is itself a sub-account. |

## Adjusting a credit balance

1. Open the account and go to **Billing**.
2. Choose **Add Credit (+)** or **Remove Credit (-)**.
3. Enter the **Amount (£)** — a minimum of 0.01 — and a **Reason**. The reason is stored on the transaction and is visible to the customer, so write it for them: "Refund for INV-1043", not "adj".
4. Select **Update**. The new balance and the entry appear in the history table immediately.

> **Note:** Adding and removing credit are separate permissions. `add_client_credit` gets you the form; removing also requires `remove_client_credit`, and without it the Remove action returns a 403 rather than failing quietly.

## Troubleshooting

| Symptom | Cause and fix |
| --- | --- |
| A customer you know exists is missing from the list. | They are a guest. Switch to the **Guests** pill — the default **All** view deliberately excludes them. |
| Opening a profile returns 403. | The account holds a role at or above your own. Only a higher-ranked staff member can open it. |
| The Billing, Tickets, Auth Logs or SEO Reports tab returns 403 while the others work. | Each of those tabs carries its own permission on top of `view_clients`. Grant the matching key on the role. |
| "Insufficient credit balance." when removing credit. | The amount exceeds the current balance. RackHelm refuses to push a balance negative; remove the available amount instead. |
| The Packages count in the list disagrees with the Packages tab. | The list column counts top-level services only, while the tab also lists add-on line items attached to them. |
| No **New User** button. | You are missing `create_clients`. |