Add a User or Advisor

Admins add staff to TRIOPilot by inviting them and choosing a role. The invitation goes out by email, and your colleague signs in with an email code, with no password.

The list shows everyone who works in your program, with the role they have in your program and the day their TRIOPilot account was created, in your program's time zone. Someone whose account started in another TRIOPilot program is on the list too, once they have access to yours, with the day that account was created.

If someone also works in another TRIOPilot program, their row shows an Also Works in Another Program badge (or Also Works in 2 Other Programs, and so on). The badge never names the other program. Their role and their access in your program are your program's own: what you change here doesn't change anything in their other program.

Invite Someone

1. Go to Users and choose Invite User.
2. In the Invite a Team Member window, enter their Full Name and Email Address, then pick a Role. The address must be a full one, such as name@stonefield.edu, because the sign-in page refuses any other: for an address such as name@stonefield, TRIOPilot says so under the box and sends no invitation.
3. Choose Send Invite. The window confirms that the person now has access to your program, with their role. They'll get an email link that signs them in and lands them in the right portal. If the link has expired, they can still sign in: they go to your program's address, enter their email, and use the code TRIOPilot sends. An address at a demo or test domain, such as example.com, gets no email: the window says so, and the person still has access.

Until they sign in for the first time, their row shows a Pending badge with a Resend Invite button, for when the first email gets lost. When it is sent, "Invite sent to" and the address shows under the row's buttons until you resend or edit that row. If a resend fails, the page tells you why instead of showing it as sent. For a demo or test address, which gets no email on the first invite either, the page shows the same note instead of marking the row sent. Resending doesn't change the person's role; to change it, choose Edit on their row. If their saved address is not a full one, the page says so instead of resending: correct it with Edit, then choose Resend Invite.

If you invite someone who already has access to your program, the page says so. If they haven't signed in yet, TRIOPilot sends their invitation again, or, if they already asked for a sign-in code, an email saying they have access. If the person is archived, restore them from Archived Users instead.

If the address already belongs to someone in another TRIOPilot program, invite them the same way. They get access to your program with the role you chose, and their role and access in their other program don't change. The window shows the same confirmation as for anyone else. If they have signed in to TRIOPilot before, they get an email saying they now have access to your program, with your program's address. That email has no sign-in link or code: they sign in the way they always do, with their email address. If they have not signed in yet, they get their invitation again instead, and its link signs them in to your program; if they already asked for a sign-in code, they get the email saying they have access. If they were archived in every program they worked in, inviting them gives them access again, to your program.

Choosing a Role

Pick the role that matches what the person does:

• Advisor: works with every student in your program: log contacts, create events, send texts, update profiles, and make bulk edits. Advisors can carry a personal caseload.
• Assistant: can view and update individual student profiles, add students and open student documents, but by default can't log contacts, create events, send texts, or make bulk edits. Assistants do not carry caseloads, so they never appear in the list of advisors you can assign.
• Admin: everything an advisor can do, plus program setup, user management, and reporting.
• Observer: read-only. Sees what an advisor sees, plus the read-only admin dashboard and reports, linked in the sidebar (not the National Student Clearinghouse page, which is for admins only). Changes nothing, and sees each student's list of documents but can't open the files.
• Guest: read-only advisor view. Sees students, changes nothing, and can't open student documents.

Exporting the student list to CSV, and exporting one student's complete record from the profile, are admin-only unless you grant Export Students. Deleting students is always admin-only and cannot be granted to any other role. Exporting all program data (Export All Program Data in Settings, on the Account tab) is always admin-only too: only an admin of the program can run it, and it cannot be granted to any other role. See Export All Your Program Data.

Staff see the whole program, not only their caseload. Advisors, assistants and admins can read and update any student. A caseload names each student's primary advisor; it does not limit who can open the record.

Change What Each Role Can Do

The advisor and assistant descriptions above are defaults, and you can change most of them. Go to Settings, then the Team tab. You'll see a grid: one row per permission (Edit Students, Add Students, Open Student Documents, Log Contacts, Bulk Edit, Export Students, Edit Own Contacts, Edit Any Contact, Access Admin Pages, Bulk Texting) and one column each for Assistant and Advisor. The two contact rows are separate on purpose: by default advisors can fix their own logged contacts and nobody but an admin can fix someone else's. If you renamed the advisor role under Settings, on the Program tab, that column shows your own term. Deleting students, exporting all program data and downloading the National Student Clearinghouse file are not in the grid: all three are always admin-only and cannot be granted to any other role, not even with Access Admin Pages. Export Students also lets a role export one student's complete record from the profile, when the role can open student documents too (see Respond to a Student's Request to See Their Record).

• Check or uncheck a box, then choose Save Changes. Changes apply the next time each user loads a page.
• A cell you've changed from the platform default shows a small amber Modified tag. Unmarked cells are at their defaults.
• Reset to Defaults puts every row back to the platform default. It becomes available once you have at least one override, and you still choose Save Changes to apply it.

Two limits apply. Admins always keep every permission, and observers and guests can never be granted a change; the database enforces this, not only the screen. And texting one student is not a row in the grid: it stays with advisors and admins, so granting an assistant Log Contacts lets them log contacts and create events but not text a student. Bulk Texting is a separate row.

Update a User

From Users, choose Edit on a row to change a person's name, role, or email. On a phone or a tablet, Cancel, Save and Archive User appear on their own line under the row you are editing, and each row's buttons stay at the right edge of the table while you scroll it sideways. A name cannot be left blank: an advisor with no name would drop out of every advisor list and booking picker.

A role change takes effect the next time the person loads a page, and the Audit Log records it as Changed Role, with the old and new role. You can't change your own role.

A role belongs to one program. If the person also works in another TRIOPilot program (their row shows the Also Works in Another Program badge), you can change their role here, and the role picker notes that it applies only in your program. Their role in the other program stays as it is.

Their name and email are different: they are the same person in every program they work in, so a change here would also change it in the other program. So their name and email show without a box to change them, with the note "Works in more than one program. TRIOPilot support can change their name or email." They can still change their own name on their Your Account page. See Manage Your Account.

While editing, you can also set their profile photo: choose Upload Photo (or Change Photo if they already have one), pick a photo, drag and zoom to position it, then choose Save Photo. TRIOPilot crops and sizes it for you. A file that is not a photo, such as a PDF, is refused with a message under the photo buttons, and nothing uploads.

When you choose Save, their login email changes at once, and TRIOPilot sends no email about it. Tell them to sign in with the new address. A new address must be a full one, such as name@stonefield.edu, because the sign-in page refuses any other: if it is not, the reason appears under the box and nothing changes. If another TRIOPilot account already signs in with that address, nothing changes and the reason appears. To change your own login email, go to Your Account.

Reset an Authenticator App

If your program requires an authenticator app at sign-in (TRIOPilot support turns this on when your program asks; see Use an Authenticator App), the Users page says so above the list and shows an Authenticator column: Set Up, with the day the person set it up, or Not Set Up.

When someone loses their phone or their authenticator app, reset it:

1. Check that the request really comes from them, in person or by phone. Whoever has their email could ask in their name.
2. On the Users page, choose Reset Authenticator on their row.
3. Choose Reset Authenticator to confirm.

TRIOPilot removes their authenticator app and signs them out everywhere. The next time they sign in, they set up a new one. A sign-in they already had can keep working for up to an hour. The Audit Log records the reset as Authenticator App Removed, and records each setup and each code they enter.

You can't reset your own authenticator: ask another admin of your program, or TRIOPilot support. If the person also works in another TRIOPilot program, their row says TRIOPilot support resets it., because their authenticator app is theirs in every program; ask TRIOPilot support.

When your program first requires an authenticator app, ask your staff to set it up on that day. Until someone sets theirs up, whoever can read their email could set one up first. If a staff member sees Your authenticator app is already set up when they did not set one up, reset it and tell TRIOPilot support.

When Someone Leaves

Do not change their role. Archive them instead:

1. On the Users page, choose Edit on their row.
2. Choose Archive User, then choose Archive to confirm.

Archiving takes away the person's access to your program right away, while their history stays intact: every contact they logged and every edit they made remains attributed to them. You can't archive yourself.

An archive applies to your program only. The confirmation names your program and says which of these happens:

• Your program was the last one they were active in: "They will not be able to sign in to TRIOPilot until you restore them." TRIOPilot signs them out on every device they use and turns them away on every page and at the sign-in page.
• They still work in another TRIOPilot program: "Their access to their other program is not affected." They lose access to your program, and keep working in the other one. If your program was where they landed after signing in, they land in their other program from then on.

An archive changes no student and no appointment. If the person has students in the current program year or, while scheduling is on, booked appointments coming up, the confirmation says how many, with a link to each: See the Students opens those students on the Students page, where you can select them and use Assign Advisor, and See the Calendar opens the all-advisor calendar, where you can move each appointment or cancel it. An archive does not stop a group text the person scheduled either: while texting is on, the confirmation says how many of their bulk texts are waiting to go out, and See the Scheduled Texts opens Scheduled Texts, where you can check or cancel each one. A role change to a role that cannot carry a caseload also changes no student and no appointment, and it saves at once, with no confirmation and no count. Either way, until you assign them, those students stay on the person's caseload: the admin dashboard counts them under Assigned to Someone Who Cannot Carry a Caseload, where See Them opens those students on the Students page, and a text or portal comment from one of them goes to each of your program's admins, with a note that their advisor is no longer active.

If someone you archived ever returns, open the Archived Users section at the bottom of the page and choose Restore, and they have access to your program again. If they couldn't sign in, they can sign in again. If a restore does not go through, the reason appears in red on its own line under that person's row.

If TRIOPilot could not close an archived person's sign-in, their row shows Sign-In Not Closed and a note at the top of Archived Users says so. Choose Close Sign-In on their row to try again; if it fails again, the reason appears under that row's buttons. If the note says TRIOPilot could not check whether an archived person can still sign in, reload the page to check again.

To take someone out of your program because they were added by mistake, archive them. Only TRIOPilot support can remove a person from a program entirely, and never from their only program.

See What Your Team Is Doing

Choose a staff member's name on the Users page to open their activity page: all-time totals of contacts logged, students served and profile edits, and a dated feed of their latest work.

To compare the whole team at once, go to Reports and open the Advisor Activity Report: contacts in a period you choose, and each person's assigned students by program year status, sortable and downloadable as a CSV. See Read the Advisor Activity Report. For a history of changes to individual records, see See Who Changed What.