Update User Access in Pendo | OpsBlu Docs

Update User Access in Pendo

Update user roles and permissions in Pendo — modify access levels, change assignments, and audit changes.

Updating User Access in Pendo

Updating user permissions in Pendo allows you to adjust access levels as roles evolve, responsibilities change, or project needs shift. This flexibility ensures team members have appropriate access to product analytics, guide creation, and user feedback features without requiring removal and re-invitation.

When to Update Access

Role Changes and Promotions

Update access when team members:

  • Get promoted to product management roles requiring guide creation
  • Transition from individual contributors to team leads needing Admin access
  • Move from execution roles to strategic positions requiring full analytics access
  • Take on additional responsibilities for product experience management
  • Shift from temporary to permanent positions with expanded scope

Access Level Adjustments

Modify permissions when:

  • A User needs elevation to Admin for guide publishing and team management
  • An Admin should be downgraded to User for reduced configuration responsibilities
  • Read Only users require active participation in product development
  • Someone's job scope expands to include in-app guide creation
  • Organizational changes require access realignment

App-Specific Changes

Update app access for:

  • Product managers moving between different product portfolios
  • Agency team members reassigned to different client accounts
  • Cross-functional team members needing visibility into additional products
  • Contractors switching project focus within your organization
  • Multi-product organizations adjusting team coverage

Security and Compliance

Adjust permissions when:

  • Security audits recommend least-privilege access implementation
  • Compliance requirements necessitate access level changes
  • Risk assessments identify over-privileged accounts
  • Temporary elevated access periods end
  • Implementing role-based access control policies

Temporary Access Changes

Update for time-limited needs:

  • Vacation coverage requiring temporary Admin elevation
  • Special projects needing enhanced permissions
  • Training periods for new product managers
  • Emergency troubleshooting requiring expanded access
  • Peak season support needs

Prerequisites

Before updating user access:

  • Verify you have Admin role privileges in Pendo
  • Identify the specific user needing modification
  • Understand their current permissions and app access
  • Know what permissions they should have after the update
  • Obtain approval from appropriate stakeholders for Admin elevations
  • Document the reason for the change for audit purposes

Step-by-Step Instructions

Step 1: Navigate to User Management

  1. Log in to your Pendo subscription at app.pendo.io
  2. Click Settings in the left navigation menu (gear icon at bottom)
  3. Select "Users" or "User Management" from the settings options
  4. The User Management page displays all current users

You'll see:

  • List of users with names and email addresses
  • Current role assignments
  • App access permissions
  • Last login information
  • Edit options for each user

Step 2: Locate the User

  1. Scroll through the user list or use search functionality
  2. Find the user by email address or name
  3. Verify you've identified the correct person
  4. Note their current role and app access before changes

Step 3: Access Edit Mode

  1. Click the "Edit" button, pencil icon, or three-dot menu next to the user's name
  2. An edit dialog or modal will appear
  3. Current settings will be pre-populated in the form

The edit interface displays:

  • User's email address (not editable)
  • Current role assignment
  • App access permissions
  • Any user group memberships (Enterprise)
  • Additional permission settings (plan-dependent)

Step 4: Update Role

Select the new role from the dropdown menu:

Upgrading to Admin:

  • Grants full access to analytics, guides, and settings
  • Enables user management and subscription configuration
  • Allows guide publishing and segment creation
  • Provides access to all administrative features
  • Consider security implications before upgrading

Changing to User:

  • Maintains guide creation and editing capabilities
  • Retains analytics and reporting access
  • Removes user management abilities
  • Cannot modify subscription settings
  • Can still publish guides (depending on approval workflows)

Downgrading to Read Only:

  • Restricts to view-only access across all features
  • Cannot create or edit guides
  • Cannot modify segments or dashboards
  • Ideal for stakeholders and executives
  • Maintains visibility without edit risks

Limited User (Enterprise):

  • Custom permission configuration
  • Granular feature access control
  • Often used for external partners
  • Requires Enterprise plan

Step 5: Modify App Access

If managing multiple applications:

  1. Review current app access in the edit form
  2. Add apps by selecting from the available list
  3. Remove apps by deselecting or clicking remove icons
  4. Consider granting access to all apps vs. specific ones
  5. Evaluate whether different apps need different role levels

App access considerations:

  • Product managers typically need app-specific access
  • Executives often get all-app access for oversight
  • Contractors should have limited, project-specific app access
  • Agencies benefit from client-segregated app permissions

Step 6: Configure Additional Permissions (Enterprise)

For Enterprise plans:

  1. User Groups: Add or remove from user groups
  2. Feature Permissions: Customize access to specific Pendo features
  3. Segment Access: Control which data segments they can view or edit
  4. Guide Approval Workflows: Set whether their guides require approval
  5. Data Governance: Apply data access restrictions

Step 7: Save Changes

  1. Review all modifications for accuracy
  2. Verify the new role and app access are correct
  3. Click "Save," "Update," or "Confirm" button
  4. Pendo processes the change immediately
  5. Success message confirms the update

Step 8: Verify Update

After saving:

  1. User list refreshes showing updated role
  2. Confirm changes are reflected correctly
  3. If user is currently logged in, they may need to refresh or re-login
  4. Test that new permissions are accessible

What Happens After Updating

Immediate Effects

When you update a user's permissions:

  • Changes take effect immediately upon saving
  • Current browser sessions continue until refresh
  • New permissions are available after logout/login or page refresh
  • App access changes may require re-login to see new apps
  • Role changes grant or revoke features instantly

For Users Upgraded to Admin

New capabilities include:

  • User management: Add, edit, and remove team members
  • Full guide control: Create, edit, publish without approval
  • Subscription settings: Access to subscription configuration (limited by plan)
  • Advanced segments: Create and modify complex user segments
  • Data governance: Manage data access and privacy settings
  • Integration management: Configure third-party integrations
  • Custom properties: Create and manage custom metadata

For Users Upgraded to Standard User

Enhanced access includes:

  • Guide creation: Build in-app guides and walkthroughs
  • Analytics access: View detailed product usage data
  • Segment creation: Define user and account segments
  • Dashboard building: Create custom analytics dashboards
  • Feedback access: View and respond to user feedback
  • Resource center management: Configure help resources
  • Roadmap contribution: Participate in product planning

For Users Downgraded to Read Only

Restricted access means:

  • View-only dashboards and reports
  • Cannot create or edit guides
  • Cannot modify segments or settings
  • Can view published guides and their performance
  • Can see feedback but cannot respond
  • Cannot publish or modify any content
  • Menu options for creation disappear

For App Access Changes

Adding app access:

  • User sees new app in app selector dropdown
  • Full access to that app's data and features (per their role)
  • Can create guides specific to the new app
  • Historical data for the app becomes visible

Removing app access:

  • App disappears from their app selector
  • Cannot view data or guides for that app
  • Loses access to app-specific segments
  • Previously created content remains but becomes inaccessible to them

Common Use Cases

Promoting Product Team Members

When someone is promoted to product manager:

  1. Schedule role update for promotion effective date
  2. Upgrade from Read Only or User to Admin
  3. Grant access to their product's app(s)
  4. Provide training on guide creation and publishing
  5. Share internal best practices for Pendo usage
  6. Assign a mentor for Pendo questions

Typical promotion path:

  • Associate PM (Read Only) → PM (User or Admin)
  • PM (User) → Senior PM (Admin)
  • Analyst (User) → Product Manager (Admin)

Temporary Access Elevation

For short-term needs:

  1. Document the temporary elevation reason and end date
  2. Upgrade user to Admin for the project duration
  3. Set calendar reminder to downgrade when project completes
  4. Monitor usage during elevated access
  5. Return to original role when temporary need ends

Common temporary scenarios:

  • Vacation coverage (1-2 weeks)
  • Special project support (1-3 months)
  • Emergency troubleshooting (hours to days)
  • Training and cross-training (weeks)

Contractor Scope Changes

When contractor projects evolve:

  1. Assess new deliverables and required access
  2. Update role if responsibilities expand or contract
  3. Modify app access for new project assignments
  4. Communicate changes and new expectations
  5. Update contract documentation to reflect access

Agency Account Management

For agencies with multiple clients:

  1. Adjust app access as team members change client assignments
  2. Maintain consistent roles across client accounts
  3. Grant or revoke app access without changing overall role
  4. Use Limited User for nuanced external partner access

Security-Driven Access Reviews

During security audits:

  1. Review each user's actual Pendo usage patterns
  2. Identify Admin users who only view data
  3. Downgrade to User or Read Only if they don't use Admin features
  4. Grant Admin only where genuinely needed
  5. Document security improvements in audit reports

Best Practices

Permission Management

  1. Least Privilege Principle: Grant minimum access needed for job responsibilities
  2. Regular Reviews: Audit user permissions quarterly
  3. Document Changes: Log who changed what, when, and why
  4. Approval Workflows: Require manager approval for Admin promotions
  5. Justification Required: Document business need for access changes

Communication

  1. Notify Users: Always inform team members of permission changes
  2. Explain Reasons: Communicate why access is being modified
  3. Training Provision: Offer training when upgrading to Admin or User
  4. Set Expectations: Clarify what new permissions enable or restrict
  5. Support Resources: Provide help documentation for new features

Change Management

  1. Effective Dates: Align permission changes with role change dates
  2. Stakeholder Buy-In: Ensure managers approve role changes
  3. Documentation: Update internal access records immediately
  4. Verification: Confirm changes work as expected
  5. Rollback Plan: Know how to revert if issues arise

Security Considerations

  1. Monitor Admin Accounts: Track who has elevated privileges
  2. Time-Limited Elevation: Set expiration for temporary upgrades
  3. Audit Trails: Review permission change logs regularly
  4. Segregation of Duties: Ensure appropriate role separation
  5. Risk Assessment: Evaluate security impact of Admin promotions

Troubleshooting

Cannot Edit a User

If you're unable to modify someone:

  1. Permission Check: Only Admins can edit users
  2. System Admin: Some system-level accounts may be protected
  3. SSO Users: SCIM-managed users may require identity provider changes
  4. Your Own Account: You may have limited ability to change your own role
  5. Contact Support: Reach out to Pendo support for restrictions

Changes Not Taking Effect

If updated permissions aren't working:

  1. Refresh Browser: Have user refresh their browser or clear cache
  2. Log Out/In: User should log out and log back in
  3. Verify Save: Confirm changes were saved successfully
  4. Wait Period: Allow 1-2 minutes for changes to propagate
  5. Check Session: User may have multiple browser sessions open

User Can't Access New App

If added app access isn't visible:

  1. Logout Required: User must log out and back in to see new apps
  2. App Selector: Check the app dropdown in top navigation
  3. App Status: Verify the app is active and tracking data
  4. Data Availability: Ensure app has historical data to display
  5. Browser Cache: Clear browser cache and cookies

Lost Features After Update

If user reports missing features:

  1. Role Verification: Confirm intended role was saved correctly
  2. Feature Availability: Verify features exist in your Pendo plan
  3. App Access: Check if features are app-specific
  4. Permission Caching: Wait 5-10 minutes and try again
  5. Revert Change: Temporarily revert to troubleshoot

Accidental Role Change

If you updated the wrong user or wrong role:

  1. Immediate Correction: Change back to correct role right away
  2. Verify User: Double-check you're editing the intended person
  3. Communicate: Inform user if they noticed unexpected changes
  4. Document Mistake: Note error to improve verification processes
  5. Add Verification: Implement confirmation steps to prevent recurrence

After Updating Access

Verification Checklist

After updating permissions:

  1. Confirm Display: Check updated role shows correctly in user list
  2. User Testing: Ask user to verify new features are accessible
  3. App Access: Verify user can see newly granted apps
  4. Feature Check: Test that appropriate features appear in menus
  5. Documentation: Log the change in access management records

Follow-Up Actions

Complete after role updates:

  1. User Communication: Send email confirming the change
  2. Training: Provide training for users upgraded to Admin or User
  3. Resource Sharing: Share relevant documentation and guides
  4. Monitoring: Watch for any access or permission issues
  5. Stakeholder Update: Inform relevant managers or team leads

Training for Upgraded Users

For users promoted to Admin:

  1. Platform Tour: Walk through new features now available
  2. Guide Creation: Train on building and publishing in-app guides
  3. Segment Building: Show how to create user and account segments
  4. User Management: Explain how to add and manage team members
  5. Best Practices: Share organization's Pendo usage guidelines

For users promoted to Standard User:

  1. Guide Designer: Introduction to guide creation tools
  2. Analytics Features: Overview of available reports and dashboards
  3. Segment Creation: How to define and use segments
  4. Feedback Tools: Managing and responding to user feedback
  5. Publishing Process: Understanding approval workflows (if applicable)

Monitoring After Changes

After permission updates:

  1. Usage Patterns: Monitor how users utilize new permissions
  2. Issue Tracking: Watch for access problems or confusion
  3. Feedback Collection: Ask users if permissions meet their needs
  4. Adjustment Readiness: Be prepared for further modifications
  5. Success Metrics: Track if changes achieve intended outcomes

Additional Support

For complex permission scenarios or Enterprise features like user groups and custom roles, configure SCIM role sync in Settings > Integrations > SCIM (Enterprise plan required).

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