Changing a user’s role depends on their current role and the role you want to assign. The most important rule to remember:
A user cannot have both an Apprentice and a non-apprentice role in the same occupation at the same time.
A user can have multiple non-apprentice roles (for example, Admin and Manager).
This guide explains exactly what to do in each scenario.
Scenario 1: Changing an Active Apprentice to a Non-Apprentice Role
An Active Apprentice cannot be directly assigned a non-apprentice role (such as Mentor or Manager).
Required step
Before assigning a non-apprentice role, the Apprenticeship must be:
Completed, or
Cancelled
🚫 Suspended Apprentices cannot be assigned a non-apprentice role in the same app.
Suspension does not remove the Apprentice role. The user must be completed or cancelled before moving to a non-apprentice role.
Once completed or cancelled
Go to Add Member > Existing User
Select the appropriate non-apprentice role.
This ensures the user does not end up with both Apprentice and non-apprentice roles in the same app.
Scenario 2: Changing a Non-Apprentice to an Apprentice
If a user currently has a non-apprentice role and needs to become an Apprentice, their existing role must be removed first.
Steps
Archive the user.
This removes the current non-apprentice role.
Go to Add Member > Existing User
Invite them as an Apprentice.
The user completes the Apprentice onboarding steps.
Once onboarding is finished, they become an Active Apprentice.
Because Apprentices go through a dedicated onboarding flow, they cannot simply be switched without archiving first.
Scenario 3: Adding an Additional Non-Apprentice Role
Example: A Manager also needs to be a Mentor.
This is allowed.
Steps
Ensure the user is Active (no need to archive).
Go to Add Member > Existing User
Select the additional non-apprentice role (any role except Apprentice).
The user will immediately be Active in the new role and will not go through Apprentice onboarding.
Scenario 4: Switching Between Non-Apprentice Roles
Example: A Mentor becomes a Manager and should no longer be a Mentor.
This is the only situation where changing the role directly from the profile is appropriate.
Steps
Go to People > Profile.
Update the role as needed.
What happens:
The user remains Active.
No archiving is required.
No Apprentice onboarding is triggered.
Quick Reference
Current Role | New Role | Archive Required? | Onboarding Required? |
Active Apprentice | Non-Apprentice | Must be completed or cancelled first | No |
Suspended Apprentice | Non-Apprentice | Not allowed | — |
Non-Apprentice | Apprentice | Yes | Yes |
Non-Apprentice | Additional Non-Apprentice | No | No |
Non-Apprentice | Different Non-Apprentice | No | No |
Key Takeaways
An Apprentice must be completed or cancelled before becoming a non-apprentice in the same app.
Suspension does not allow a role change.
Archiving is required when moving from non-apprentice to Apprentice.
Non-apprentice roles can be added or changed without archiving (unless switching to Apprentice).
If you’re unsure which workflow applies, first confirm whether the user is currently an Apprentice and whether the new role is Apprentice or non-apprentice. That determines the correct process.