Add and Activate a New User: Account Setup, Invitations, and Common Errors

Use this guide to create a myKaarma user, send the correct invitation, and choose the right next step when an account already exists or the invitation does not arrive.

Overview

Start with the employee's current account state. Creating a second account for the same person can cause email and store-access errors.

Before you start

• You need manager, director, or administrator access that includes permission to manage users.
• Confirm that the employee has an active email address they can open, with no filters blocking emails from myKaarma.com. An invitation sent to an inactive address can bounce and may require Support assistance.
• Have the employee's role, department, and Dealer Management System (DMS) or employee identifier ready.
• Enter a mobile number when you plan to send both an email and text-message invitation.
• For an SSO-enabled organization, follow your organization's approved SSO setup process. 

Add a new user

1. In myKaarma, go to Settings » Users » Manage Users.
2. Search for the employee by name or email address. Check the Filter button if the employee does not appear.
3. If you find an existing login for the user, click into the login instead of creating a duplicate. Review its status and store access before continuing.
4. If no login exists, select Add New.
   
   
    
5. Enter all required user information, including the employee's active email address, role, department, and DMS ID or employee identifier.
6. Add a mobile number if the employee should receive a text message invitation.
7. Select Email Invite or Email & Text Invite. The employee will receive a link to finish account setup.
   
   

Expected result: The employee's name should be listed in Manage Users and should receive the email invitation.

Complete activation and first sign-in

1. Ask the employee to open the newest invitation and complete the account setup prompts.
2. Have the employee sign in using the method required by your organization.
3. If MFA is enabled, have the employee complete MFA setup during sign-in.
4. Confirm the employee can access the correct store, department, and features needed for the job.

Important: An active account that cannot sign in is not a new-user problem. Use the password-reset, SSO, or MFA recovery process for the existing account.

When the invitation does not arrive

1. Confirm that the email address on the existing user login is correct and active.
2. Ask the employee to check the email inbox. If the invitation is not immediately visible, please have the employee folders, such as spam, junk, and quarantine.
3. Ask dealership IT to confirm that messages from myKaarma are not being blocked by email filters or network settings.
4. Return to the existing user login and use the available invitation action. Do not deactivate and recreate a pending user only to send another invitation.
5. Ask the employee to use the newest invitation received and delete older invitations, as those will now be expired.

Contact myKaarma Support through the in-product Help option when the address continues to hard-bounce, no invitation action is available, or delivery still fails after dealership IT completes its checks.

Reactivate an inactive user

1. Go to Settings » Users » Manage Users.
2. Find the inactive user. Adjust the filters if needed.
3. Click on the user's name » verify the employee's email address, store, role, department (User Information), and feature access (User Settings) » make any updates needed » Save » Resend Invitation.
   
   
   
   
    
4. Have the employee open the invitation email, click the link, and sign in. This will activate the user login.

Troubleshooting

The email address is already in use or is not available

Search for the email address in Manage Users. The employee may already have an account at the current store, another store, or from prior employment. Reuse the existing identity and update store access instead of creating another user.

The user does not appear in search

Review the user filters, including status filters. If the employee still does not appear but the email is reported as in use, contact myKaarma Support through the in-product Help option. Do not create the account with a different email as a workaround.

The account shows as active, but sign-in fails

Confirm that the employee is using the correct sign-in method. SSO-enabled organizations use their identity provider. Other users may need password or MFA recovery. Do not deactivate an active account solely to restart sign-in setup.

The invitation expired

In Manage Users, click into the user login, and resend the invitation. Have the user open the invitation that was sent at the latest date and time; this email will contain that active link. Older invitations will now be expired.

The user signs in but sees the wrong store or missing features

Review the user's store access, role, department, and user settings. Save the corrections, then have the employee sign out and sign back in.

Related articles

• How do I add, remove, and manage users?
• myKaarma Multi-Factor Authentication (MFA)
• Enhancing your dealership's security with SSO and MFA