User Management
When to use this screen
Use this as the trader lookup desk. Find a customer by email, name, or phone; see ban, vacation, KYC, and live-eligible at a glance; then run user-level actions (ban, lock, pause, cancel billing, vacation, notes).
This list is traders only — staff and superusers never appear here.
| Need | Go here instead |
|---|---|
| Already-banned cohort, ban notes, who banned them | Banned Users |
| Signup stuck before they become a trader | Pending Registrations |
| Staff logins | Admin User Management |
| Identity documents | KYC Management |
| One trading account | Accounts Management |
Who can open it / who to ping
- Open the page: Trader manage. If the sidebar item is missing, ask Role Management — do not share a superuser login.
- Ban / unban: also Ban user manage plus Accounts manage. If you see the row but Ban is missing from ⋮, ping RBAC.
- Lock / pause / cancel subscriptions / remove demos: Accounts manage.
- Vacation holds: Vacation mode (or superuser).
- Ping before you click:
- Risk — suspected TOS; use Risk Dash links when those flags are on.
- Billing — cancel-all subscriptions or lock that pauses payment methods.
- KYC — identity mismatch; do not “fix” KYC here beyond the YES/NO column.
- A second operator — Ban (cancel everything) and Remove demo accounts. Those hit broker, WealthCharts, and billing together.
Find the trader
- Open Admin → Account Administration → User Management.
- Prefer Search (email, phone, username, name). Wait half a second.
- If search is filled, date range is ignored. Clear search if you need “joined this week.”
- Optional: Add Filters — address; active/inactive user; trading-account status (
active, blown, Evaluation Passed, activation needed, restricted, locked, paused); KYC yes/no; banned; on vacation. - Export User for a CSV of the current filter (fewer columns than the table).
- Open ⋮ on the row. If Status shows Vacation or Scheduled, end or cancel vacation first or almost every destructive action will fail.
Deep link: /admin/user-management/?search=<email>.
Happy path
- Search the ticket email.
- Confirm username, ban chip, vacation chip, KYC.
- Pick the smallest action that solves the ticket (contact fix vs pause vs ban).
- Write a real note (10+ characters on ban / remove-demo).
- Stay on the ticket if the UI warns that Tradovate / WealthCharts / billing only partially completed.
Action catalog
Always write a real reason. Ban note and Remove-demo reason must be at least 10 characters. Pause requires a reason. Notes max 5000 characters.
Account status
| Action | When to use | What happens to the trader | Do not use if |
|---|---|---|---|
| Ban User (Cancel Everything) | Confirmed abuse / TOS; shut the whole platform relationship | Banned + inactive; broker entitlements cancelled; WealthCharts disabled; subscriptions cancelled; accounts revoked | Already banned; vacation hold; you only meant to stop one account (Accounts Management) |
| Unban User | Ban was wrong or term served | Ban cleared, user reactivated, WealthCharts re-enabled; billing may need a follow-up | — |
| Lock / Unlock Accounts | Temporary freeze of Tradovate + WealthCharts and pause of supported billing | Trading stopped; PayPal/other subs paused or resumed on unlock | Vacation |
| Pause / Unpause Accounts | All active broker accounts → paused (or reverse) | Status paused / active | No accounts in the expected state; vacation |
Access control
| Action | When to use | Customer impact |
|---|---|---|
| Disable / Enable Demo Purchases | Stop (or restore) buying demo products | Demo purchase flag only |
| Enable / Disable Live Failed | Prestige / failed-live checkout path | Live-failed flag |
| Lock / Unlock Billing Address Changes | Address fraud or support ticket | Trader cannot change billing address until unlocked |
| Remove Demo Accounts | Kill-switch all demo broker accounts + cancel related subs | Same family of damage as ban for demos |
Utilities
| Action | When to use | Notes |
|---|---|---|
| Edit Email / Phone | Toolbar button | Resets email/phone verification; syncs email to Tradovate if linked; emails the old address. Duplicate email/phone is rejected. Vacation blocks this. |
| Verify / Unverify Phone, Email, OTP | Support override | Vacation / banned blocks. |
| View Coupon Usage | Shown whenever the row has a user | Read-only |
| Add / Edit Note | Handoff to next shift | User-level note, not per-account |
| Generate Tax Invoice | Finance request | Needs tax-invoice permission |
| View Gateway Activity | Payment disputes | Worthy / 365 / PayPal by date |
| Create WealthCharts Profile | Live-eligible trader missing WC | Hidden if not live eligible or banned |
| Cancel All User Subscriptions | Billing asked to cut every recurring charge | Cancels subs and revokes active trading; ping billing first |
| Live Eligible toggle | Column, if permitted | Sets live-eligible (and timestamp when turning on). Vacation blocks. |
| TVT Market Data Check / Add / Reassign | Tradovate market-data repair | Check first; Add/Reassign only if Check shows a gap |
| Vacation: Set / Extend / End early / Cancel scheduled | Trader on leave | While scheduled or active, ban/lock/pause/demo-remove/contact-edit/live-eligible are refused. End vacation, then do the other action. |
| Risk Dash (if flags on) | Opens a new tab for a manual flag or exception | Does not change FFF state by itself |
If another admin is already running a danger action on the same user, wait and retry — those operations are serialized.
If this fails
- Vacation hold message — ⋮ → Vacation → End early or Cancel scheduled, then retry.
- Ban warning / partial external actions — FFF may have banned locally but Tradovate/WealthCharts/billing lagged. Stay on the ticket; ping the integration owner; do not Unban to “retry” without checking Banned Users.
- Pause: no active accounts — use Accounts Management for locked/blown accounts.
- Email/phone already in use — search the other user first; do not invent a second profile.
- Search + dates look wrong — clear search.
Related screens
Banned Users · Pending Registrations · Admin User Management · Role Management · Reset User Password · KYC Management · Accounts Management