Agency, sub-accounts and users

Result

You have a written map of your building, with what's managed at the agency and what lives in each sub-account, and you're a user of your own sub-account.

Estimated time

35 minutes

Cost

US$ 0. This lesson uses no wallet balance.

Analogy

Step-by-step guide

Menu paths are shown as they appear in the English interface. If your team works with the account in Spanish, the Spanish names are in parentheses; HighLevel leaves some labels in English.

1. 01

   Walk the management floor

   Agency View → SettingsCopy path

   In a Spanish-language account: Vista de agencia → Configuración

   If the left menu shows Sub-Accounts, you're already on the management floor. If not, open the switcher in the top left and choose Switch to Agency View.

   That menu holds Sub-Accounts, where units are created, and Account Snapshots, your agency's snapshot library.

   Open Settings → Billing. Your plan lives under Subscriptions and the wallet under Wallet & Transactions: the screens from mission 1.

   Open Settings → Company. It's your agency's record: Company Name under Basic Details, and white label on the White Label tab.

   Settings → Users holds the list of everyone with access. You'll walk through it in step 4.

   Open a sheet or a note with an "Agency" column and a "Sub-account" column. In the agency column, write down five of these things with their path. For example: Wallet: Settings → Billing → Wallet & Transactions.

   Key points

   • The agency is the layer that pays HighLevel. One agency hosts many sub-accounts, usually one per business.
   • Creating, editing and deleting sub-accounts only happens at the agency. So do SaaS mode and reselling (SaaS Configurator, Reselling), which you'll use in Phase IV.
   • A snapshot copies the setup from one sub-account to another. It never copies contacts, conversations, messages or integrations.
   • HighLevel always charges each sub-account's usage to the agency wallet. It never charges a sub-account directly.
   • In a Spanish-language account: «Subcuentas», «Instantáneas de la cuenta» and, under Configuración, «Empresa», «Usuarios» and «Facturación». The Billing tabs stay in English.

   Source: F1, F3, F4, F5, F6, F12

2. 02

   Walk through your unit

   Agency View → Sub-Accounts → ⇄ Switch to Sub-Account → SettingsCopy path

   In a Spanish-language account: Vista de agencia → Subcuentas → ⇄ Cambiar a subcuenta → Configuración

   Step into your sub-account with the ⇄ icon in the list. The left menu changes: now you see Conversations, Calendars, Contacts, Automation and Sites. All of that belongs to this business.

   Open Settings. The menu comes in three groups: MY BUSINESS, BUSINESS SERVICES and OTHER SETTINGS.

   Business Profile holds the business name, address, time zone and its Location ID, this sub-account's unique identifier.

   BUSINESS SERVICES holds the business's services: Calendars, Email Services with its sending domain, Phone System with its numbers, and WhatsApp.

   Inside Phone System, the Trust Center tab holds this sub-account's A2P registration: the paperwork from mission 4.

   OTHER SETTINGS holds Integrations. That's where this business's Facebook, Instagram, Google and other accounts get connected.

   Users lists this sub-account's users. An Agency-type user can step in without appearing here. You'll check it in step 5.

   In the "Sub-account" column of your map, write down five things with their path. For example: Phone numbers: Settings → Phone System.

   Key points

   • If you delete a sub-account, after 24 hours its contacts, messages, campaigns and settings are lost. Its numbers and A2P campaigns are deleted for good. That's the proof they live inside.
   • A sub-account without its own sending domain sends its email from a shared domain, even if another sub-account has one.
   • WhatsApp is set up inside each sub-account and paid for per sub-account that turns it on. The price is in lesson 2.
   • You'll also see Billing inside the sub-account. It isn't your agency's plan or wallet: those are managed in Agency View.
   • In a Spanish-language account, the groups are «MI EMPRESA», «SERVICIOS EMPRESARIALES» and «OTROS AJUSTES». You'll see «Perfil de empresa», «Sistema telefónico» → «Centro de confianza», «Integraciones» and «Usuarios». Email Services stays in English.

   Source: F2, F7, F8, F9, F14, F17, F18, F4

   Agency

   PlanBilling → Subscriptions

   WalletBilling → Wallet & Transactions

   Create sub-accountsSub-Accounts

   SnapshotsAccount Snapshots

   Agency usersSettings → Users

   Record and white labelSettings → Company

   Account switcherThe door: Switch to Agency View ⇄ Switch to Sub-Account

   Sub-account

   Contacts · Conversations · Calendars · Workflows (Automation) · Sites

   Numbers and A2PPhone System → Trust Center

   Sending domainEmail Services

   WhatsApp · Integrations

   Its usersSettings → Users

3. 03

   One business, one sub-account: count yours

   Agency View → Sub-AccountsCopy path

   In a Spanish-language account: Vista de agencia → Subcuentas

   Go back to Agency View and open Sub-Accounts. Count how many you have.

   Starter includes 3 sub-accounts. Unlimited and Agency Pro, unlimited. If you're on Starter, don't spend one on tests.

   Look for the house icon next to a name. Its tooltip reads Agency Sub-Account: it's the one you marked as This is my own account. If you only have the practice account, you won't see one: mission 2 kept it as a client account.

   Check that each sub-account belongs to a single business. If one mixes two, note it on your map as a to-do and don't delete anything today.

   Key points

   • Data. A business's contacts and conversations live in its sub-account. If you mix two businesses, you can't delete one without touching the other.
   • Phone and A2P. Each number belongs to the sub-account where it was bought, and its A2P registration lives in that sub-account's Trust Center. Two businesses together text from the same numbers.
   • Snapshots. A snapshot copies the setup you select from a sub-account. If that sub-account holds a single business, its snapshot is clean for the next client.
   • Email. The sending domain belongs to the sub-account: two businesses together sign with the same domain.
   • Own account or client account, the call you made in mission 2. Your own is your agency's internal workspace and can't be transferred to another agency. Each client's goes in as a client account.

   Source: F14, F15, F2, F7, F5, F9

4. 04

   Tell user types and roles apart

   Agency View → Settings → UsersCopy path

   In a Spanish-language account: Vista de agencia → Configuración → Usuarios

   In Agency View, open Settings → Users. It lists everyone with access, at the agency and in every sub-account.

   At the top there are three filters: User type, User role and Sub-account. The columns are Name, Email, Phone number, User type, Sub-account and Actions.

   Find your name. Your user shows as Agency Owner: you own the building.

   Look at the Sub-account column on your row. It shows which sub-accounts your user is assigned to. If yours isn't there, do step 5 and come back: that's your screenshot 1.

   If anyone else has access, check their type and role against the rules below.

   Key points

   • The type decides which units a person can enter. Agency enters every sub-account in the agency. Account, only the ones you assign.
   • The role decides what they do inside. Admin has administrative access within the sub-account. User gets only the permissions you turn on.
   • Agency and sub-account permissions don't cancel out: they stack, and agency permissions win. An Agency user with the Admin role acts across the whole building.
   • For someone on your team or a client's team who must never see the agency: Account type, with their sub-accounts assigned. HighLevel emails them the invitation.
   • Users are unlimited on every plan. The exception is the AI Agency Assistant: US$ 20 a month per enrolled agency user, per HighLevel's help center as of September 30, 2026.
   • In older videos and articles, this screen is called "My Staff" in the sub-account or "Team" at the agency. It's the same one.

   Source: F10, F11, F3, F12, F14, F16

   Admin roleAdministrative access within the sub-account

   User roleOnly the permissions turned on

   Agency type · enters every sub-account

   Agency · AdminYou, owner of Alba Studio: Agency Owner

   Agency · UserEvery sub-account, only what is turned on

   Account type · only the assigned ones

   Account · AdminOnly their sub-accounts, with administrative access

   Account · UserThe front-desk assistant at Alba Studio

   Permissions stack, and agency permissions win

   Agency View → Settings → Users

5. 05

   Check that you're a user of your sub-account

   (your sub-account) → Settings → UsersCopy path

   In a Spanish-language account: (tu sub-cuenta) → Configuración → Usuarios

   Step into your sub-account and open Settings → Users. Look for your name in the list.

   If you're there, that's your screenshot 2. If it says No Users found, or you're not listed, you're missing step 4 of mission 2.

   To fix it: Agency View → Settings → Users → pencil next to your user → Edit user → Roles & permissions tab → Add sub-accounts field. Add your sub-account and save.

   Go back to your sub-account's Settings → Users. You're now on the list, and its Settings shows My Profile.

   Key points

   • Owning the agency doesn't make you a user of every sub-account. A new sub-account starts with no users.
   • HighLevel's getting-started guide asks you to add yourself as a team member, even if you work alone.
   • For yourself, the way in is Edit user in Agency View: your email already belongs to an agency user. HighLevel's help suggests adding that user instead of creating another. The sub-account's + Add user is for adding someone else.
   • By default, HighLevel creates a personal calendar for an Account-type user when it's assigned a sub-account. Your agency user doesn't get one: don't expect one in your name.

   Source: F13, F10, F11, F19

Interactive

Agency or sub-account?

This interactive is used inside your AXIS account.

If it breaks

The mistakes that repeat most, and the way out.