Retrieving users in Zoho CRM can be accomplished through the built-in user management interface, giving administrators a clear view of everyone with access to the account. This guide — from Beam Help, independent expert support for Zoho (not official Zoho support) — walks you through the process step by step.
Why this matters
Knowing how to retrieve and review your user list is essential for auditing access, managing licences, and keeping your CRM account secure. Administrators regularly need to check who is active, who is pending, and what roles have been assigned. You may also need this information before deactivating users who have left the organisation or changed roles. [6]
Step-by-step
Step 1. Sign in to your Zoho CRM account with an Administrator or user-management-enabled profile. Only users with the appropriate permissions can view and manage the full user list. [6]
Step 2. Navigate to the Setup area of Zoho CRM. From there, go to Users and Control and select Users. This opens the User Management section, which provides an overview of every individual who has been granted access to your CRM account — spanning teams such as sales, marketing, customer success, and more. [6]
Step 3. Review the user list displayed on screen. Each entry shows key details including the user's name, email address, role, and current status (active, inactive, or pending invitation). [6]
Step 4. If you need to export the full user dataset — for example, to audit it in a spreadsheet — and you are a CRM Plus Owner or Administrator, locate the Export Users icon on the Users page. Clicking it will download all user data as a .CSV file that you can open and review locally. [8]
Step 5. To inspect a specific user's details, click their username in the list. A panel will slide in on the right-hand side showing their profile, the applications assigned to them, and action buttons such as Deactivate, Activate, Resend Invitation, and Delete. [8]
Step 6. If you need to re-engage a user whose status shows as pending, select that user and click Resend Invitation from the sliding panel. You will receive an on-screen notification confirming the invitation has been sent. [8]
Step 7. For organisations using Zoho CRM Plus, note that disabling a user's access to CRM will also automatically remove them from Zoho Motivator if it has been configured for that user. Re-enabling CRM access restores their presence in Motivator as well. [8]
Common pitfalls
- Insufficient permissions: Only users with Administrator-level access or explicit user-management permissions can retrieve and manage the full user list. Attempting to access this area with a standard profile will result in restricted visibility. [6]
- Pending users not appearing as expected: Users who have been invited but have not yet accepted will show a "pending" status rather than "active." They are still retrievable in the list but cannot be treated as fully onboarded until they complete sign-up. [8]
- CRM Plus vs. standalone CRM: Some user management features — such as the Export Users function and cross-application access controls — are specific to the CRM Plus edition. If you are on a standalone Zoho CRM plan, certain options described above may not be visible in your interface. [8]
- Deactivation vs. deletion: Deactivating a user is not the same as deleting them. Deactivation suspends access while preserving records; deletion is permanent and cannot be undone. Make sure you transfer record ownership before removing a user entirely. [6]
What to check
- Confirm the user list is complete by verifying that the number of active users matches your expected licence count — discrepancies may indicate orphaned accounts or users who were never fully removed.
- Check for pending invitations that have gone unanswered, as these still consume a user licence slot and may represent a security or housekeeping concern. [8]
- Verify role and profile assignments for each retrieved user to ensure access privileges align with current job responsibilities, particularly after organisational changes. [6]