Managing Users

  • Updated on Aug 23, 2025
  • Published on Jul 11, 2025
  • 6 minute(s) read
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Applicable to Administrators

In the User Management page, you can view the following information about yourself and other users.

  • Status - Indicates the status of the user. A user can have one of the following statuses:

    • Activated: Users can use all the Capture Mobile applications assigned to them.

    • Pending: Users will not be able to log in to any application. This status is set when a new user is created in the system but is not yet approved by the administrator.

    • Suspended: Users will not be able to log in to any application. Users must contact their administrator if their account is suspended.

    • Locked: Users will not be able to log in to any application. This status is set when a user initiates multiple password reset attempts, encounters multiple failed log in attempts, or has issues related to billing.

    • Deleted: Users do not exist in the Capture Mobile solution.

  • Registration date - Indicates the date on which the user was registered to Capture Mobile.

  • Service Level - Indicates the type of user based on the permissions. A user can have the user type Pro User, Sub Manager, or both.

  • User first name and last name

  • Username

  • Unique Customer Code - Indicates a customizable field that you can use to categorize or tag users based on specific needs. For example, a bank might use it to track users by geographic region, while another organization might use it to label users by department or account type. By default, this column is hidden. You can contact Smarsh support to enable it.

  • Email

  • Mobile

  • Enterprise Number - Indicates the virtual number assigned to the user.

  • Balance

  • List of applications assigned to the user - Each column displays the mobile Operating System (OS) and the application version for each app. If the user has not installed an application, Not Installed is displayed.
    If a user is inactive on an application for more than 90 days, Dormant is displayed for the application. Hover over Dormant to view additional information in the format “User last engagement date and time: DD/MM/YYYY, HH:MM:SS”.
    When a user becomes active on an application, the mobile OS and the application version information are displayed.

  • Network - Indicates the  network carrier that the user is using.

  • Network Status - Indicates the status of the device. For more information on Network and Network Status columns, see Network Carrier Columns.

    Note

    Network and Network Status columns are displayed only if the organization is a Carrier Capture customer.

  • Last Archived - Date and time at which the last message from each product assigned to the user was archived.

Searching Users

Enter a keyword in the Search field to search for users. The keyword is looked up in all the columns. For example, if you search by Android, all users who have Android is any application are displayed.

User Actions

You can perform the following operations on a user:

  • Activate – Activate a user when the user is inactive. The   icon in the Status column indicates the user is active. To activate a user, see Activating Users.

  • Suspend – Change the user status to a hold state. The user with the Suspend status will not be able to use the Capture Mobile app. The   icon in the Status column indicates the user is suspended. To suspend a user, see Suspending Users.

  • Delete – Delete the user from the system. The conformation pop-up appears to delete a user. To delete a user, see Deleting Users.

    A deleted user cannot be restored.

  • Invite – Send an SMS to the user with the link to download the Capture Mobile app.

Network Carrier Columns

If the organization is a Carrier Capture customer, the User Management page displays the Network and Network Status for each user.

  • Network - Indicates the network carrier that the user is using. The color in which the network name is displayed indicates the network status. Mouse-over the network name displays a tool-tip with the status.

    • Green - Indicates MDN provisioning is enabled.

    • Orange - Indicates communication from the network was last archived 30 days back.

    • Red (Verizon only) - Indicates MDN provisioning is not enabled. Some common reasons for MDN provision not being enabled include invalid number, opt-in message sent, invalid opt-in response received, unable to provision, disabled. Contact your representative from the carrier company for more details.

  • Network Status - Indicates the status of the device. The status includes:

    • No Status - Capture Mobile has not received the status from the carrier for this number.

    • Not Communicating - The number is enabled for archiving, but Capture Mobile has not received messages from the past 30 days.

    • Disabled - The number is disabled on the carrier side.

    • Enabled - The number is enabled and actively archiving.

    • Not Available - Capture Mobile has not archived any message from the carrier.

For Verizon, network status includes:

  • Invalid Opt-in Response: This indicates that the response received from the user for the opt-in request is invalid. This could be due to incorrect data, an error in the response format, or an incomplete submission.

  • Unable to Provision: This indicates that the system was unable to complete the provisioning process for the service or request. This could be due to technical issues, incorrect information, or other factors preventing the successful setup.

  • Pending provisioning: This indicates that the request for provisioning is in progress but has not yet been completed.

  • Opt-in Sent: This indicates that an opt-in request has been sent to the user.

  • Opt-in Response Received: This indicates that the user's response to the opt-in request has been received by the system.

  • New Request: This indicates that a new request has been initiated. It is often the initial state before any actions have been taken to process or fulfill the request.

  • Opt-in Expired: This indicates that the user's consent to receive communications has expired. This could be due to a predefined time limit or the user's failure to confirm their consent within the required time-frame. It also means that the opt-in process must be re-triggered.

  • Opt-in Delivered: This indicates that the opt-in request has been successfully delivered to the user, but the user has not accepted it yet.

Monitoring Verizon Provisioning Status

You can monitor the current Verizon provisioning status for a user through the Network Status column in the User Management table. When you click the underlined Network Status cell for a Verizon number:

A pop-up window appears with detailed, real-time information about the provisioning status. The result is displayed through a vertical progress bar, which visually represents the provisioning stage.

When one or more users are added to a Verizon archive plan, once a day, a provisioning API call is made to Verizon. Until then, their Network Status remains Pending Provisioning.

Any of the following network statuses may be displayed during provisioning:

  • Pending Provisioning

  • Opt-in Message Sent

  • Provisioned

Any of the following network statuses may be displayed during deprovisioning:

  • Pending Deprovisioning

  • De-Provisioned

You can retry provisioning or request deprovisioning for a user's Verizon number when required.

  • If the user's provisioning or deprovisioning status is marked as Pending, and the request has not yet been sent to Verizon, both the Retry Provisioning and Request Deprovisioning buttons are disabled.

  • In all other cases, these buttons are conditionally enabled based on the response from the Check Status API provided by Verizon:

    • The Retry Provisioning button is enabled only when the Network Status is not Opt-in message sent or Provisioned.

    • The Request Deprovisioning button is enabled when the  Network Status is Opt-in message Sent or Provisioned.

  • Once an Admin clicks either button:

    • The status in the pop-up will update to either Pending Provisioning or Pending Deprovisioning

    • The clicked button becomes disabled for 24 hours

    • Hovering over the disabled button displays a tooltip:

      • Retry Provisioning is unavailable at the moment. You can retry provisioning after 24 hours have passed.

      • Request Deprovisioning is unavailable at the moment. You can request deprovisioning after 24 hours have passed.

        Note

        Each action sends an API request to Verizon and can only be triggered once every 24 hours per user.

Exporting User List

You can export the list of users to an Excel file. In the User Management page, click Export User List. All user details displayed in the User Management page are exported to an Excel file and downloaded.

  • If a user is inactive on an application, the following information is displayed in the Excel file:
    Dormant, User last engagement date and time: DD/MM/YYYY, HH:MM:SS

  • The Last Archived column in the Excel file displays the date and time at which the last message from each product assigned to the user was archived.