Contacts are the external users of your Academy. You can manage and invite new contacts from the Contacts section of your Academy Hub. Navigate to 'Contacts' in the top-level navigation of your Academy Hub.
Segmenting your contacts is a powerful way to organize your contacts so that you can:
Managing Contacts
Using the down arrow beside the user's row, you can:
Edit user attributes
Send a Password Reset Email to the user
Login to this Account
Deactivate the user
Delete the user
Edit User Attributes
With the Edit User Attributes option, you can edit a user's name, email address or any of their additional registration fields.
Deactivating and Deleting Users
You also have the option to deactivate and delete users from the contact management page.
Deactivating a user preserves their data and gives you the option to reactivate their profile at a later time.
Deleting a user permanently removes their data and completion history. It also prevents that email address from being added as a user in the future.
Inviting Contacts
You can invite new contacts to your Academy individually or in bulk.
Inviting Contacts Individually
To invite a single contact, select the '[+Invite Contact]' button. Fill in their details and confirm — they will receive an invite email automatically.
You can manage pending invitations from the Invitations view. Using the menu beside each invited user's row, you can choose to resend or delete the invitation.
Inviting Contacts in Bulk (Bulk Invite)
Bulk invite lets you add and invite many contacts to your Academy from a single CSV file. Each successfully processed row creates a pending contact and sends that person an invitation email — exactly as if you had invited them individually - no support request needed.
How to use Bulk Invite:
Navigate to 'Contacts' > 'Invitations' > 'Batch Upload'.
Select 'Download Template'. The template is generated fresh each time and automatically includes all standard fields (email address, first name, last name) plus any custom registration fields configured for your Academy. Always download a fresh template — do not reuse templates from a previous session or a different Academy.
Fill in the CSV. Do not add, remove, or rename any columns. Only the columns in the downloaded template are recognised — extra columns will cause a validation error.
Upload the file. The platform validates your file immediately before processing anything. If there are issues — such as wrong column headers, missing required fields, invalid email formats, or a file that exceeds the size limit — these are flagged before any records are created.
Review the confirmation summary, which shows how many records are ready to import.
When it finishes, you'll receive a completion email. Any rows that failed can be reviewed by downloading the error report, which lists the row number, the email address, and a reason for each failure
The CSV template and its columns
The template always starts with two standard columns, in this order:
1. Email Address — required. This is the only column a contact truly needs.
2. Full Name — optional. If you leave it blank, the contact's name is set to the part of their email address before the @ sign.
After those two columns, the template automatically adds one column for each active custom registration field on your hub, in the order those fields are configured to appear. The column heading must exactly match the field's display name (matching ignores capitalisation and treats spaces flexibly, but the wording must be the same).
How each custom field type is handled
The hub supports several custom registration field types. Here's what the import does with the value in each cell:
Checkbox — the box is treated as ticked only if the cell contains the word true (capitalisation doesn't matter, so true, TRUE, and True all count). Any other value — including false, no, yes, 1, 0, x, or a blank cell — is treated as not ticked, and nothing is stored for that field on that contact.
Dropdown — The import checks your text against the dropdown's configured options, so a typo, difference in case or different wording will be rejected. To keep data clean, make sure the text matches exactly as is stored in your Academy Registration fields.
Text and Text Area — stored as plain text, trimmed of leading and trailing spaces.
Email and Phone — stored as plain text, trimmed of leading and trailing spaces. Note that during bulk import these values are not validated for email or phone-number format (that stricter validation only applies when a value is later edited manually). Whatever you enter is saved as typed.
For every field type, a blank cell means no value is stored for that field on that contact — the contact is still created, just without that piece of profile data.
Pre-filled Custom Registration fields
When you bulk invite contacts and pre fill some or all of their custom registration fields, when an invited learner opens their invite and reaches the registration screen, any custom registration field that was pre-filled on the invite is shown already completed with that value. The field is locked — it appears greyed out and read-only, so the learner cannot change it during registration.
This applies to every pre-filled custom field type — text, dropdown, checkbox, and so on. As long as a value was supplied on the invite, that field is auto-populated and non-editable at acceptance. (A custom field that was not pre-filled behaves normally and remains editable on the registration screen.)
In profile settings after acceptance
Once the learner has accepted their invite and is in the platform, these custom fields appear on their profile page. Whether the learner can update a field there depends on that field's "LOCKED" setting, which you control per field as an admin:
If "LOCKED" is not ticked (the default): the field becomes editable in profile settings, so the learner can update the value that was pre-filled at invite time.
If you have "LOCKED" ticked for that field: the field stays read-only in profile settings, just as it was on the registration screen.
How bulk invite works with your other Academy settings
Bulk invite doesn't bypass your hub's rules. Each row is checked against your existing settings before a contact is created:
Email format — rows without a valid email address are rejected.
Duplicates within the file — if the same email appears more than once in your CSV, only the first is imported; the later copies are rejected as duplicates.
Existing contacts — if an email already belongs to a contact in this hub, that row is skipped with an "existing contact" message, so you won't create duplicates or re-invite people already in the hub.
Email domain restrictions — each email is checked against your hub's domain rules using the same logic as a normal invitation. Depending on how your hub is configured, this can include a
Blocked-domains list
Block-personal-email-addresses setting
Allowed-domains (allowlist) rule
Where more than one is enabled they all have to pass. A master setting on the hub governs whether these restrictions are enforced for invitations at all — when that master setting is off, invited contacts skip the domain checks; when it's on, the checks are applied. Rows whose email isn't allowed are rejected with a "domain not allowed" message.
Rows that pass all of these checks create a pending contact, store any custom field values provided, and trigger an invitation email. Rows that fail are counted and explained in the downloadable error report, and they don't stop the rest of the file from importing — a single upload can have a mix of successes and failures.
Things to know:
Bulk Invite accepts CSV files only (.csv). Excel files (.xlsx, .xls) are not supported. If you are working in Excel, save the file as a CSV before uploading.
The limit is 5,000 rows per upload. If you need to import more than 5,000 contacts, split them into multiple files and upload one at a time.
Bulk Invite creates new contacts only. If an email address already exists in the system, that row will fail with an error — existing contacts will not be updated or overwritten.
Segment assignment is not supported in Bulk Invite at this time. Contacts can be assigned to segments manually after they have been imported or if you have workflows enabled and configured to work of custom fields these will take effect.