GHL Sub-Account Setup

SOP-06: GoHighLevel Sub-Account Setup

Last Updated: 2026-03-31 Owner: GBP Specialist Status: Active

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Overview

This SOP covers the creation and initial setup of GoHighLevel (GHL) sub-accounts for client projects. GoHighLevel serves as the central hub for client relationship management (CRM), automation, funnel building, and pipeline management. The GBP Specialist creates the sub-account and user access during the P0 onboarding phase, setting the foundation for the client’s overall campaign infrastructure.

Key Inputs:

• Client business information (name, address, phone, email, website)
• Client industry/niche classification
• GHL account access (admin credentials)
• Task Tracker for documentation and handoff
• User login details (for team members managing account)

Escalation Path: GBP Specialist → CSM → Ops Lead → Nick (for account access issues)

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SECTION 1: PRE-SETUP PREPARATION

Trigger

• New client onboarded and ready for Phase 0 (P0)
• Client requires CRM and automation infrastructure
• CSM has confirmed GHL is needed for client strategy

Owner

GBP Specialist

Prerequisites & Information Gathering

Before creating the sub-account, gather the following information:

• Business legal name: Full official business name (must match GBP, citations)
• Business phone: Direct phone number (not extension)
• Business address: Full physical address (street, city, state, ZIP)
• Email address: Primary business email for account owner
• Website URL: Homepage or primary website
• Industry/niche: Business category (e.g., Plumbing, Real Estate, Dental Practice)
• Account type decision: Regular account (recommended) or other variant
• First name of account owner: Contact person’s first name
• Last name of account owner: Contact person’s last name
• Admin user details: Name, email, phone for user access setup
• Task Tracker link: Ready to document account and user credentials

Account Type Decision

GHL offers multiple account types:

1. Regular Account (Recommended)

   • Full feature access including CRM, automation, funnels, email, SMS
   • Best for most service-based businesses
   • Use this as default

2. Other variants (Agency, White Label, etc.)

   • Discuss with CSM before selecting
   • Confirm client need before setup
   • Not needed for typical local SEO client

Standard recommendation: Use “Regular account” for all new clients unless CSM specifies otherwise.

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SECTION 2: GOHIGHLEVEL SUB-ACCOUNT CREATION

Trigger

• All prerequisites gathered and confirmed
• GHL admin account logged in and ready
• CSM approval obtained for sub-account creation

Owner

GBP Specialist

Prerequisites for Setup

• Access to GHL main account (admin credentials)
• Browser with GHL already logged in (or ready to log in)
• All client information gathered (see Section 1)

Reference Video

Full setup walkthrough: https://www.loom.com/share/94dc0ab979e3424fb18ac49d872da9ce

Step-by-Step Sub-Account Creation

1. Log Into GoHighLevel

   • Navigate to GoHighLevel platform (go.highlevel.com or internal dashboard)
   • Sign in with admin account credentials
   • Verify you have admin permissions to create sub-accounts

2. Navigate to Sub-Accounts Section

   • Click “Sub-accounts” in main menu (usually left sidebar)
   • Verify you’re in the correct sub-accounts view
   • Click “Create sub-account” or ”+” button

3. Select Account Type

   • Choose “Regular account” as account type
   • (If CSM specified different type, confirm before proceeding)
   • Click “Next” or “Continue”

4. Choose Industry/Niche

   • Select from dropdown list:
     • Examples: Plumbing, HVAC, Landscaping, Real Estate, Dental, Fitness, Marketing, etc.
   • This helps GHL configure templates and recommendations
   • Important: Choose the category that MOST closely matches client’s primary business
   • This can be changed later if needed, but pick best fit initially
   • Click “Next”

5. Enter Sub-Account Details

   Fill in all required fields with client’s actual information (no placeholders):

   • First name: Account owner’s first name (e.g., “John”)
   • Last name: Account owner’s last name (e.g., “Smith”)
   • Email: Business email address (e.g., “info@acmeplumbing.com”)
   • Business name: Full legal business name (must match GBP)
   • Phone: Business phone number (format: +1-555-123-4567)
   • Address: Full physical address
     • Street: 123 Main Street
     • City: Denver
     • State: CO
     • ZIP: 80202
   • Website: Homepage URL (https://www.acmeplumbing.com)

   Important notes:

   • Use ACTUAL client information, never placeholders like “TBD” or “To be added”
   • Phone should be a direct business line, not internal extension
   • Address must be complete (no abbreviations like “St” instead of “Street”)
   • Website should be full URL including https://

6. Review Information

   • Verify all entered information is correct (especially business name, phone, address)
   • Double-check spelling and formatting
   • Confirm email is correct and active
   • If any field is incorrect, click back to edit

7. Create Sub-Account

   • Click “Add sub-account” or “Create” button
   • System processes creation (may take 10-30 seconds)
   • Confirmation message should appear: “Sub-account created successfully”
   • Note the sub-account ID generated (usually displayed in confirmation)

8. Document Sub-Account Details

   • Screenshot or note the confirmation details:
     • Sub-account ID
     • Sub-account URL
     • Account name
     • Creation date/time
   • Store in Task Tracker under client record

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SECTION 3: USER CREATION & ADMIN ACCESS

Trigger

• Sub-account created successfully
• Ready to set up user access for team member(s)
• Admin user needs to manage account

Owner

GBP Specialist

Prerequisites

• Sub-account created and active (from Section 2)
• User information ready (name, email, phone)
• Strong password created for user
• Task Tracker ready for credential storage

Step-by-Step User Setup

1. Navigate to Settings

   • In the newly created sub-account, click “Settings” (gear icon)
   • You should be in the sub-account view (not main account view)
   • Verify you’re in correct sub-account by checking account name at top

2. Find User/Team Management Section

   • In Settings, look for “Users,” “Team,” “User Management,” or “Team Members”
   • Click to access user management area

3. Add New User

   • Click “Add user” or “Invite user” button

   • Fill in user information:

   • First name: User’s first name (e.g., “Sarah”)

   • Last name: User’s last name (e.g., “Johnson”)

   • Email: User’s email address (should be reachable; used for login)

   • Phone: User’s phone number (for two-factor authentication if enabled)

   • Password: Create strong password

     • Requirements: Minimum 8 characters, mix of upper/lowercase, numbers, special characters
     • Example: “Acme#2026Safety!” (never reuse passwords)
     • Store securely in Task Tracker

   Important: Do NOT use the same password as GHL main account. Each user needs unique password.

4. Set User Permissions

   • Account access: Select from dropdown
     • Default: “Full access” or “Admin” (recommended for primary user)
     • This grants ability to manage campaigns, contacts, settings, billing
   • Role: Select role
     • Options: Admin, Manager, User, Limited User
     • Default: Select “Admin” for primary user managing account
   • Default permissions: Usually pre-enabled (keep enabled unless CSM specifies otherwise)
   • Permissions include: Messaging, Funnels, Automations, Contacts, Campaigns, Settings

5. Enable Security Features (Optional but recommended)

   • Two-factor authentication (2FA): Optional, can be enabled later
   • Session timeout: Default settings are usually appropriate
   • Login restrictions: Usually not needed for new accounts

6. Review User Configuration

   • Verify all information is correct
   • Confirm permissions are set appropriately
   • Check that email is valid (typos prevent login)

7. Save User

   • Click “Save,” “Add user,” or “Invite user” button
   • System sends welcome/invitation email to user’s email address
   • Confirmation should appear: “User added successfully”
   • User will receive email with account details and login instructions

8. Verify User Access

   • Log out of admin account (or use incognito window)
   • Attempt to log in with new user credentials:
     • Email: [user’s email]
     • Password: [password created in step 3]
   • Confirm login is successful and user can access sub-account
   • Verify user sees account dashboard and settings
   • Document verification in Task Tracker

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SECTION 4: INITIAL SUB-ACCOUNT CONFIGURATION

Trigger

• Sub-account created and user access verified
• Before handoff to CSM and client

Owner

GBP Specialist

Basic Configuration Steps

1. Verify Account Settings

   • In Settings, confirm:
     • Business name matches GBP (exactly)
     • Phone is correct and active
     • Address is complete
     • Website is correct
     • Email is monitored

2. Check Default Templates & Automations

   • Some GHL industries include default funnels and automations
   • Review what’s been pre-populated
   • Document available templates in Task Tracker
   • These can be customized later by CSM or client

3. Check User Access Confirmed

   • Verify newly created user can:
     • Log in successfully
     • Access dashboard
     • See all menus and features
     • Can navigate to Settings, Contacts, Campaigns, etc.

4. Document Access & Next Steps

   • Create summary in Task Tracker:
     • Sub-account ID
     • Sub-account URL
     • Admin user email and password (securely)
     • Account creation date
     • Configuration status

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SECTION 5: QC CHECKLIST & VERIFICATION

Trigger

• Sub-account created
• User access set up
• Before transferring to CSM

Owner

GBP Specialist

QC Verification Steps

Sub-Account Creation:

• Sub-account created successfully (confirmation message received)
• Business name matches GBP exactly (no typos, same capitalization)
• Phone number is correct and clickable
• Address complete (street, city, state, ZIP) and accurate
• Website URL correct and leading to homepage
• Email address is valid and monitored
• Industry/niche selected appropriately
• Sub-account ID documented in Task Tracker
• Sub-account URL recorded

User Setup:

• Admin user created successfully
• User first and last names correct
• User email valid and unique
• User phone number recorded
• Password created and stored securely in Task Tracker
• User role set to Admin or appropriate permission level
• Default permissions enabled
• User login successful (verified by attempting login)
• User can access all dashboard areas

Security & Documentation:

• Password stored securely in Task Tracker (not in email, Slack, etc.)
• Two-factor authentication considered (optional)
• No placeholder or test data in any fields
• All credentials accurately documented
• No shared passwords between accounts
• Ready for CSM/client handoff

Final Verification

Before marking as complete, verify:

1. Admin user can log in: YES / NO
2. Dashboard displays correctly: YES / NO
3. All settings accessible: YES / NO
4. Account information matches GBP: YES / NO
5. No error messages or warnings: YES / NO

If any “NO” answers, troubleshoot before handoff (see Section 6).

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SECTION 6: CSM HANDOFF & ONGOING MANAGEMENT

Trigger

• Sub-account created and verified
• User access confirmed
• Ready to transfer to CSM for client setup

Owner

GBP Specialist (handoff) / CSM (ongoing)

Handoff Process

1. Create Handoff Summary Document

   • Prepare document for CSM including:
     • Sub-account ID
     • Sub-account URL (login link)
     • Admin user email
     • Password (in secure format, not plaintext email)
     • Account creation date
     • Brief overview of what’s been configured
     • Next steps for CSM/client

2. Notify CSM

   • Email CSM: “GoHighLevel Sub-Account Created - [Client Name]”
   • Subject emphasizes readiness and account ID
   • Attach handoff summary
   • Message: “GHL sub-account created and admin user access verified. Ready for client onboarding and funnel/automation setup. All credentials securely stored in Task Tracker. Client can log in immediately and begin using platform.”

3. Secure Credential Transfer

   • Store all credentials in Task Tracker’s secure credential field
   • Do NOT send password via email, Slack, or unencrypted channels
   • Use Task Tracker link when sharing access with CSM
   • Recommend: “Access credentials are in Task Tracker. Do not share via email.”

4. Document Handoff in Task Tracker

   • Create completion note: “GHL sub-account setup complete and handed off to CSM [Date]”
   • Include all handoff details
   • Mark task as “Complete”

Ongoing Management (Post-Handoff)

GBP Specialist (ongoing support):

• Monitor for account access issues or login problems
• Flag any credential or authentication errors to CSM
• Provide technical support for account-level issues (not funnel design)
• Escalate platform issues to Ops Lead

CSM (ongoing):

• Configure funnels, automations, and campaigns
• Manage client training and onboarding to platform
• Handle feature requests and customizations
• Coordinate with client on CRM setup and data entry

Client (ongoing):

• Use account to manage leads and pipeline
• Respond to messages and automations
• Update contact information and statuses
• Provide feedback on platform features needed

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SECTION 7: TROUBLESHOOTING & ESCALATION

Sub-Account Creation Fails

Symptom: Error message when attempting to create sub-account (e.g., “Email already in use,” “Invalid address”)

Troubleshooting:

1. Verify all fields are filled completely (no missing required fields)
2. Check business email hasn’t been used for different sub-account
3. Verify address format is correct (no special characters that might cause issues)
4. Confirm phone number is valid format (check GHL’s required format)
5. Try removing any special characters from fields and retry

Escalation: If error persists, escalate to Ops Lead for GHL platform issue

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User Cannot Log In After Creation

Symptom: User created successfully, but login fails with “Invalid credentials” or “User not found”

Troubleshooting:

1. Verify email address for user is correct (check for typos)
2. Verify password is correct (check Task Tracker for any special characters that might have been mistyped)
3. Try password reset: “Forgot password” → Use user’s email
4. Confirm user was created in correct sub-account (not main account)
5. Check if user email requires email verification first
6. Try login in incognito/private window to rule out browser cache

Escalation: If user email wasn’t received, check spam folder. If still unresolved, escalate to Ops Lead

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Admin User Created But Permissions Not Sufficient

Symptom: User can log in but cannot access certain features (e.g., can’t create campaigns, can’t access settings)

Troubleshooting:

1. Verify user role is set to “Admin” or “Manager” (not “Limited User”)
2. Check default permissions are enabled in user settings
3. Go back to user settings and manually re-enable required permissions
4. Log out and log back in (permissions may require login refresh)
5. Try different browser to rule out cache issues

Escalation: CSM to adjust permissions as needed for user’s workflow

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Sub-Account Information Needs to be Changed

Symptom: After creation, business name, address, phone, or other details need to be updated

Process:

1. Navigate to sub-account Settings
2. Edit the specific field(s) that need updating
3. Save changes
4. Document change in Task Tracker with date and reason
5. Notify CSM if client has already begun using account (may need to re-familiarize with changes)

Important: Some fields (like sub-account ID) cannot be changed after creation. If critical field incorrect, may need to create new sub-account. Escalate to CSM before proceeding.

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Main Account Credentials Compromised

Symptom: Main GHL account may have been accessed by unauthorized person

Process:

1. Immediately change main account password
2. Review recent login history in GHL account settings
3. Check for any unauthorized sub-accounts created
4. Escalate to Ops Lead immediately for security audit
5. Do NOT continue creating sub-accounts until security verified

Escalation: Ops Lead for account security and audit

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Related Documentation

• 00-client-lifecycle-playbook.md — Onboarding timeline and when GHL is needed
• 02-sop-gbp-management.md — GBP setup (coordinated with GHL setup)
• 04-sop-analytics-setup.md — Analytics setup (often integrated with GHL)
• 01-role-gbp-specialist.md — Full GBP Specialist responsibilities

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GoHighLevel Setup Timeline

Task	Owner	Deadline	Status
Gather client information & prerequisites	GBP Specialist	Day 1	Complete
CSM approval for GHL setup	CSM	Day 1	Approval
Create sub-account	GBP Specialist	Day 2	Complete
Document sub-account ID & details	GBP Specialist	Day 2	Documentation
Create admin user	GBP Specialist	Day 2	Complete
Verify user login access	GBP Specialist	Day 2	Verification
Initial account configuration	GBP Specialist	Day 2	Configuration
QC verification checklist	GBP Specialist	Day 2	QC Check
Create handoff summary	GBP Specialist	Day 2	Handoff
Notify CSM & transfer credentials	GBP Specialist	Day 2	Handoff Complete
CSM client onboarding	CSM	Day 3+	In Progress

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Key Contacts & Roles

Role	Name	Contact	Responsibility
GBP Specialist	Edward	[Email/Slack]	Sub-account creation, user setup, QC, handoff
CSM	[Name]	[Email/Slack]	Client communication, funnel setup, ongoing management
Client	[Name]	[Email]	Account usage, lead management, feedback
Ops Lead	[Name]	[Email/Slack]	Account access issues, platform troubleshooting, security

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Account Information Template

For Task Tracker Storage:

CLIENT: [Client Name]
SUB-ACCOUNT ID: [GHL Sub-Account ID]
SUB-ACCOUNT URL: [https://app.go.highlevel.com/...]

BUSINESS INFORMATION:
- Business Name: [Official Name]
- Phone: [Phone Number]
- Address: [Full Address]
- Website: [https://...]
- Industry: [Selected Niche]

ADMIN USER:
- First Name: [Name]
- Last Name: [Name]
- Email: [User Email]
- Phone: [User Phone]
- Password: [Secure Password - DO NOT SHARE]
- Role: Admin
- Permissions: Full Access

DATES:
- Created: [Date]
- User Added: [Date]
- Handed Off: [Date]
- CSM Notified: [Date]

VERIFICATION:
- User Login Verified: YES / NO
- Dashboard Access Verified: YES / NO
- All Settings Accessible: YES / NO
- Ready for Client: YES / NO

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Document Version: 1.0 Last Updated: 2026-03-31 Owner: GBP Specialist (Edward) Next Review: 2026-06-30