A single customer account in gas is usually shared by several people. Some only read the data, some create campaigns and reports, some take care of the settings and billing details. What each person may do is decided by their role. You will find team members and their roles in Settings → Customer account → Users.
Before you start
The whole Customer account section is visible only to a team member with the Administrator role. If you have a different role, gas shows a red warning instead of the settings: "You do not have sufficient permissions to edit the customer account." In that case ask the administrator of your customer account to invite the colleague or to change the role for you.
The number of team members is limited by your prepaid plan. That is why a bar with the current usage is shown above the list, for example "You have your last user account left out of 4 in total." A sent invitation that has not been accepted yet also counts towards the limit.
Manage the team on a computer or a tablet. On a phone the list of members is shown as read-only cards, with no invite button and no action icons.
A role always applies to one customer account only. The same person can be an Administrator in one customer account and a Viewer in another. So always check in the switcher in the top bar that you have selected the customer account whose team you want to edit.
The three roles and what each can do
gas distinguishes three roles. Pick the lowest one that is enough for your colleague's work.
Viewer
A read-only role. It suits a client, company management or an external collaborator who only needs to follow the results.
May:
- view the overview, social network data, ad accounts and web analytics,
- view campaigns, goals, custom measurements, media monitoring and tourism data,
- view and download reports that have already been created,
- work with graphs and tables, export and print, change their own user profile.
May not:
- create, edit or delete campaigns, goals, custom measurements, monitoring or reports,
- start generating a report,
- connect social network profiles and ad accounts to the customer account,
- open Settings → Customer account.
User
A working role for someone who creates something in gas every day. It includes everything a Viewer may do, plus:
- creates, edits and deletes campaigns, goals, custom measurements and media monitoring,
- creates, edits and deletes reports and starts generating them,
- creates and edits pages in Pages analysis,
- connects social network profiles and ad accounts to the customer account,
- adds subject ratings in the tourism module.
May not:
- unlink a connected profile or ad account from the customer account,
- delete a page in Pages analysis or a subject rating,
- open Settings → Customer account, so they do not manage the team, billing details, the subscription or the logo for printing.
Administrator
The highest role. It includes everything a User may do, plus the whole Settings → Customer account section:
- invites new team members, changes their roles and unlinks them,
- edits the name, abbreviation and company and billing details of the customer account,
- sees the subscription, the plan and the usage of limits,
- sets the default profile and the order in the list of linked accounts and may unlink a profile,
- uploads the logo for the header and footer of reports,
- sets the destination for customer accounts with the tourism module.
Give the Administrator role only to people who really manage the settings, ideally to two of them. A single administrator is a risk: while they are on holiday or after they leave, there is nobody to manage the team and the connections.
Some of these options also depend on the plan of the customer account. If a colleague has the User role and still cannot create a report, it is not the role, it is the fact that reports are not included in your plan.
Inviting a new team member
You do not add a new colleague manually, you send them an invitation by email. They open the link themselves and that is how they join the customer account.
- In the top bar check that you have switched to the customer account you want to invite the colleague to.
- Open Settings → Customer account → Users.
- Above the table click the Invite user button.
- The Invite user window opens. Type your colleague's address in the Email address field. While you type, gas checks whether that person is already in this customer account.
- Below the field pick one of the three roles: Viewer, User or Administrator. There is an overview table of permissions under the selection.
- Click Send invitation.
What happens next
The window closes and a new row appears in the table. Instead of a name it says Invitation, then you can see the email address, the chosen role and, in the Invitation sent column, the date and time it was sent. You can display who sent the invitation by adding the Invitation sender column through the table's column menu.
Your colleague receives an email with the subject Invitation to view statistics. Its form depends on whether they already have a user account in gas:
- They do not have an account yet: the email contains the Complete registration button. After opening it they go through a short wizard where they set their name and password.
- They already have an account: the email contains the I want to join button. One click adds the customer account to their existing login and they will find it in the customer account switcher in the top bar.
The link from the invitation is valid for 7 days and works only for the email address it was sent to.
As soon as your colleague accepts the invitation, the row in the table changes: the word Invitation is replaced by their full name and the date in the Invitation sent column disappears. The list is loaded again when you refresh the page or click the refresh button in the header.
Resending and cancelling an invitation
Every row with a pending invitation has two icons on the right, in the Actions column.
- Resend invitation (circular arrow) sends the email again. Use it when your colleague did not find the email or when the seven-day validity of the link has already passed. If the validity has expired, gas creates a new link with a new seven-day validity and the old link stops working. An invitation can be resent at most once per hour. An earlier attempt ends with a yellow warning: "An invitation can only be sent once per hour."
- Cancel invitation (bin) removes the invitation. gas first asks in the Cancel invitation window: "Are you sure you want to cancel the invitation for email …?" You confirm with the Confirm cancellation button and back out with the Cancel button. The link from the email then stops working and the place in your plan limit is freed up.
Changing a team member's role
Roles are changed directly in the table, there is no separate form for it.
- Find the row with that person in the table.
- In the User role column double-click their current role. The cell turns into a drop-down list.
- Pick the new role and confirm with the Enter key, or click outside the row.
- gas saves the change by itself, there is no save button here.
The role cannot be changed on rows with a pending invitation, the cell does not open for editing. If you chose the wrong role in the invitation, cancel the invitation and send a new one with the correct role.
The change takes effect for that colleague after they refresh the page, at the latest after they log in again.
Changing your own role
When you change your own role, gas first asks in the Change your own role window: "Are you sure you want to change your role? If you change your role, you will no longer have access to the customer account settings." You confirm with the OK button and back out with the Cancel button.
Take the confirmation seriously. As soon as you lower your Administrator role, the whole Customer account section disappears immediately and you cannot get it back yourself. Another administrator of the same customer account has to do it for you.
At least one Administrator should always remain in the customer account. gas does not warn you about this, so it is possible to lower the last administrator role or unlink the last administrator by mistake. After that nobody can manage the team or the settings and you have to write to us through the contact form.
Unlinking a team member
By unlinking a person you take away their access to this customer account. Their user account in gas stays, as does their access to the other customer accounts where they are a member.
- Find the row with that person in the table.
- On the right, in the Actions column, click the Unlink account icon (a crossed-out chain link).
- The Unlink user account window opens, asking whether you really want to unlink the user.
- Confirm with the Unlink user button, or go back with the Cancel button.
The row disappears from the list and the place in your plan limit is freed up. If you unlinked someone by mistake, send them a new invitation, as the text in the confirmation window also suggests.
A member can also leave on their own: in their Settings → User profile → Customer accounts they find the list of accounts they have access to and an Unlink account icon next to each one. The only way back is a new invitation from an administrator.
Before a colleague leaves, relink the profiles
This is the most common reason why data suddenly stops arriving after a colleague leaves the company.
There are two different things in gas:
- A service connection (the login to Meta, Google, Pinterest, TikTok or Sklik) belongs to the user account of the person who logged in.
- A connected profile (a specific page, Instagram profile, channel, ad account) belongs to the customer account.
When you unlink a team member, the connected profiles do not disappear from the customer account and the data usually keeps coming. But they still hang on a connection that belongs to that person. The moment their permissions are taken away on Facebook, in the Google account or elsewhere on the platform, or their company account is cancelled, the connection stops working and gas stops receiving data, even though you can still see the profile in the application.
Where you spot it: in Settings → Customer account → Linked accounts there is a Who links the account column. For the affected profiles it shows the email of the colleague who left, or the value Nobody, and the row is highlighted as an error.
Relink the profiles before the colleague leaves and before you cancel their access on the platforms. An active colleague who has access on that platform goes through the service connection again and chooses Take ownership for the affected profile. That takes the profile over under their connection, the history and settings stay intact and the data keeps coming. There is no need to create a second, parallel connection for the same profile.
Problems with access to the settings
I cannot see the Customer account section in Settings, or a red warning is shown in it
You do not have the Administrator role. Ask the administrator of your customer account to change your role or to make the required change for you.
The Invite user button is missing above the table
The button is shown only to the Administrator role. Also check that you have the right customer account switched on in the top bar.
The Invite user button is greyed out and hovering over it reports an exhausted limit
You have used up the number of user accounts your plan allows. Free up a place by cancelling an unused invitation or by unlinking someone who does not use gas, or ask for a higher plan.
Problems with invitations
When entering the email, a message says a user with this address already exists
The message reads "A user with this email address already exists." That person already has access to this customer account, you will find them in the table. If you cannot see them in the list, they are probably in gas under a different email address than the one you are entering.
My colleague did not receive the invitation
Have them check their junk mail folder and verify that there is no typo in the address. If the address is wrong, cancel the invitation and send a new one to the correct address. If the address is correct, use the Resend invitation icon.
After clicking Resend invitation a message about the hourly limit appears
The message reads "An invitation can only be sent once per hour." The invitation was sent less than an hour ago. Wait and try again later.
My colleague's invitation link expired
The link is valid for 7 days. Click Resend invitation on their row and gas creates a new link with new validity. The old link will no longer work, they have to use the one from the latest email.
The invitation is still in the list even though my colleague says they clicked the link
Try to refresh the list with the refresh button in the page header. If the row saying Invitation stays, your colleague did not finish the registration or they logged in under a different email address than the one the invitation was sent to. An invitation is valid only for the address it was sent to.
My colleague logs in to gas but cannot see the customer account
Have them click the customer account switcher in the top bar, it may be switched elsewhere. If the account is not there, they did not complete the invitation.
The role of a pending invitation cannot be changed
gas does not allow it for an invitation that has not been accepted. Cancel the invitation and send a new one with the correct role.
Problems with roles and team membership
I changed my own role and lost the customer account settings
You cannot set it back yourself. Another Administrator of the same customer account has to do it. If there is no other administrator, write to us through the contact form.
I changed a colleague's role, but the application still does not offer them what they should now be able to do
Have them refresh the page. If that does not help, have them sign out and log in again.
My colleague has the User role and still cannot create a report, a goal or monitoring
This is not about the role but about the plan. Your customer account does not pay for that feature. You will find the status in Settings → Customer account → Subscription.
I unlinked a team member by mistake
Send them a new invitation and they will get their access back. Unlinking does not delete their user account or their data.
After a colleague left, data stopped coming for some profiles
The profiles were connected through their connection. In Settings → Customer account → Linked accounts look at the Who links the account column, where you will see their email or the value Nobody. The fix is described in the section Before a colleague leaves, relink the profiles above.
I unlinked a team member and want to know whether they also lost their data
They did not. Unlinking only takes away their access to this customer account. The connected profiles, history and settings stay with the customer account.
On my phone I cannot see the invite button or the action icons
On a phone the list of team members is read-only. Invite people, change roles and unlink them on a computer or a tablet.
I do not know which role to give to whom
Stick to the rule of the lowest sufficient role: whoever only needs to follow the numbers gets Viewer, whoever works in gas gets User, and give the Administrator role only to those who really manage the settings and the team.