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Managing organizations

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Organizations are the customer companies on your platform. Each one gets its own website address, its own admins and learners, and a plan that decides which features it can use. This article covers the full lifecycle: creating, assigning plans, domains, archiving, and supporting an organization.

Where to find it

In the /admin panel, open Organizations in the sidebar. The list shows each organization's name, slug, contact email, user count, subscription and plan usage, group count, and status, and you can filter by Active, Suspended, or Archived. Click a name to open the organization's detail page.

Creating an organization

  1. Click + Add Organization.
  2. Enter the organization name.
  3. Choose the Domain: either a subdomain of your own domain (enter a slug of 2 to 63 characters, lowercase letters, numbers, and hyphens; the form previews the resulting address) or a Custom domain such as learning.company.com. For a custom domain, DNS must point at the platform.
  4. Pick the organization admin: either an existing user or Invite new admin with a name and email. For a new admin you can set an initial password yourself or send them a set-password email (their address is verified automatically when they set it).
  5. Choose a Plan. The dropdown lists organization plans from your catalog, with your default plan pre-selected. The organization can change plans later.
  6. Fill in contact and address details, set the status, and click Create Organization.

Note: if you pick an existing user who belongs to a different organization (or to your platform staff), a separate org admin account is created on the new organization's domain with the same name and email, and they are emailed a password-reset link. Their existing account stays as-is; it is a parallel login, not a move.

Assigning or changing a plan later

Open the organization's detail page and use the Subscription card. If there is no subscription, Assign Plan creates a local, non-billed subscription (useful for trials, demos, and setup) with a status of Active or Trialing, an optional trial end date, and an optional payment setup link for the organization. If a subscription exists, the card offers Change Plan and Cancel Subscription (cancel immediately, or let access run to the end of the billing period). See /knowledge/tenant/plans-and-billing for how plans and tiers work.

Provisioning and the View Site button

After you create an organization, its website address still needs DNS and an SSL certificate before it can serve visitors. The detail page's View Site button stays disabled while this is in progress, with a note that the domain is still provisioning. The check verifies that the host name resolves and that HTTPS responds, and the result is cached for about 30 seconds, so give it a moment and check again. Subdomains of your own domain usually come up quickly; custom domains depend on the customer's DNS.

Organization domains

Each organization is served on its subdomain until an active custom domain is set as primary. To manage custom domains, open the organization's White Label page (from the row menu on the list, or the menu on the detail page) and go to the Domains tab:

  1. Enter the domain under Add Custom Domain and click Add Domain.
  2. Follow the DNS instructions shown (pointing the domain at the platform).
  3. Once DNS has propagated, click Verify. The domain moves from pending to active. DNS changes can take up to 48 hours to propagate.
  4. On an active domain, click Set Primary to make it the address the organization's site is served on.

Organization admins see this tab read-only; custom domains are configured by you.

Suspending, archiving, and restoring

  • Suspend (on the detail page menu) blocks all of the organization's users from accessing the platform. Reactivate restores access. Data is untouched.
  • Archive (on the list row menu) soft-deletes the organization and all of its data (users, groups, courses, enrollments, orders, invoices) and cancels any active subscription. Filter the list by Archived and choose Restore to bring it back. You can also select multiple rows and use the bulk Archive and Restore actions.
  • You cannot archive or suspend the organization you are currently signed in to, as a safety guard.

Supporting an organization

Your admin session does not work on an organization's website: sessions and accounts are scoped per website address, so opening their site leaves you signed out there, and your admin password will not sign you in. Instead:

  • Use Sign in as Admin on the organization's detail page. This generates a secure one-time link (valid for about two minutes) that opens the organization's own site signed in as its admin.
  • Use Reset Owner Password from the list row menu to reset the organization owner's account password when they are locked out.
  • Use the White Label page to fix branding, theme, email, tax, or domain settings on their behalf; as the platform admin you can edit fields that are read-only for the organization itself.

Why did this happen?

Why is "View Site" grayed out for a new organization?

DNS or SSL for its address is not ready yet. The readiness check runs live and is cached for about 30 seconds, so retry shortly. For custom domains, confirm the customer's DNS actually points at the platform.

Why can I not sign in on an organization's site with my admin credentials?

Accounts and sessions are per website address. Your admin account exists on your main site only. Use Sign in as Admin from the organization's page instead of typing your password on their site.

Why did making an existing user an org admin create a second account?

Because accounts are scoped to a site, the platform creates a parallel org admin account on the organization's domain with the same name and email, and emails a password-reset link. The person's original account is unchanged.

Why does a custom domain stay "pending"?

The domain has not passed verification. DNS changes can take time to propagate; once they have, click Verify on the Domains tab. If verification keeps failing, re-check the DNS records against the instructions shown on that tab.

What is the difference between Suspend and Archive?

Suspend is temporary: users are locked out but everything stays in place, and Reactivate undoes it instantly. Archive removes the organization and its data from active use and cancels its subscription; it is reversible via Restore, but it is a much bigger action.

Why did "Sign in as Admin" respond that I am already signed in as this user?

The account resolved as that organization's admin is your own account. There is no one else to impersonate; open the organization's site directly instead.

Need help with a specific organization? Contact us through support.

Didn't answer your question? Contact support or browse the other Knowledge Base sections.