> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/smb/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/smb/help-resources/troubleshooting/troubleshooting-users.md).
# User Management
Frequently asked questions when troubleshooting user management.
**What happens if I forget my password or can't log into my phone app to reinvite myself?**
Use the web version of the customer app to initiate the "Forgot your password" process.
[SMB Customer App](https://app.halo.gallagher.com/customer/index.html)
Login by following the links in the email. Once logged in the user can resend another mobile invitation to themself.
**Sending an invitation email or text message**
* did not receive the invitation email,
* did not respond to the invitation before it expired,
* changed their phone and requires a new invitation, or
* did not receive the SMS text message with the code,
A new invitation can be sent to them at any time by a Site Manager.
1. Navigate to the **My Team** screen within the SMB app.
2. Search for the user and click the downward arrow on their user card for more options.
3. Select the **Invite** button.
The Invitation screen displays.
4. Select **Use a mobile device**.
5. Ensure the **Require SMS verification** check box is unchecked.
6. Select the **SEND** button.
If a new user is going to use the web application:
The first email invitation is always a mobile invitation (an invitation to download the mobile app). To send a web app invitation:
1. Navigate to the **My Team** screen within the SMB app.
2. Search for the user and click the downward arrow on their user card for more options.
3. Select the **Invite** button.
The Invitation screen displays.
4. Select **Use a web browser**.
5. Select the **SEND** button.
The user will receive an email to update their password. They will need to follow the link in the email and create a password. Their email address is their username.
Most users should be encouraged to install and use only the mobile app rather than the web app version.
{% hint style="info" %}
Email addresses must be unique for every user, as this becomes the username if a user requires a web app account (instead of, or in addition to, using the mobile app with FIDO authentication).
{% endhint %}
**I can't delete a Technician because they are the Primary Contact.**
The Technicians role needs to be changed to Install Technician before they can be deleted.
* In the **TECHNICIANS** tab.
* Click the **Edit Privilege** icon (next to the edit icon)
* From the dropdown box select **Install Technician**
* Click **OK**
The complete the [Delete a Technician](https://help.security.gallagher.com/smb-installer-portal/installing-gallagher-smb/installer-portal-overview#delete-a-technician) process
**The Key Account Holder didn't get the SMB app invitation - what do I do?**
Once a site is activated the Install Manager has the ability to resend the Key Account Holder their invitation to the site by clicking the [**Reinvite Key Account Holder**](/smb/site-configuration/site-actions/key-account-holder.md) button.
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