User accounts

Reference

A user account is one person's sign-in to the portal or the Driver App. The username is the only thing that identifies the account; email and phone are contact details that several accounts may share.

Overview#

Every person who signs in has one user account. The account is identified by its username, which is what the person types to sign in. Email and phone number carry no identity meaning: they are contact details, and several accounts may hold the same value. A tenant or merchant user belongs to that one organisation and usually holds one role; a driver's account holds no role and is linked to a driver record instead (see Roles and permission groups). Users are managed under Users; the add and edit form groups the fields into the cards Identity, Authentication, Role & Permissions, Org Affiliation and Status & Security.

Fields#

Field	Card	What it holds	Rules
Username	Identity	The sign-in name	Required. Unique across the platform. Up to 150 characters, spaces at either end are removed, and upper and lower case count as different characters. Phone numbers such as `0912345678` or `+84912345678` are accepted.
Email address	Identity	Contact email	Optional. Left blank, the account simply has no email. The same email may be on several accounts.
First name, Last name	Identity	The person's name	Optional.
Phone number	Identity	Contact phone	Optional, up to 20 characters, and not unique: several accounts may share a number.
Job title	Identity	Free text	Optional.
Password and Confirm password	Authentication	The sign-in password	Required on a new user and typed twice; the two must match ("Passwords do not match."). On edit, leave both blank to keep the current password.
Role	Role & Permissions	The user's permission group	One role per user, or none. The list offers only the roles of the operator's own organisation type; the platform team sees every role, and an operator with no organisation sees none.
Tenant or Merchant	Org Affiliation	The organisation the user belongs to	A tenant or merchant operator always creates users in their own organisation and does not see these pickers; the platform team chooses. An operator with no organisation of their own sees no Org Affiliation card.
Tenant department or Merchant department	Org Affiliation	The department inside that organisation	Optional. Must belong to the user's own organisation. An inactive department cannot be newly chosen, but a user keeps the one they already have.
Requires 2FA	Status & Security	A yes / no setting	Recorded on the account and shown on the user's page; it does not add a second sign-in step.
Active	Status & Security	Whether the account may sign in	On by default.
Profile picture	—	The user's avatar	Optional; see Change your profile picture.
Language	—	Preferred language for screens and notifications	Set by the language switcher, not on this form. Blank means the platform default.

The user's page also shows Ref ID, a fixed reference code for the account, whether the user is a Driver, and Last login.

Rules#

Username#

The username is the only sign-in key, on the web and in the Driver App. Signing in by email is not possible.
A driver's username is their phone number, so the driver signs in with the number they know. A phone-number username is never given a -2 ending on a clash, because the driver could not sign in with it. How a driver's login is created is in Give a driver a Driver App login.
An account created through self sign-up gets a username built from the part of the email address before the @, with -2, -3 and so on added if that name is taken. Sign-up itself is described in Set up a new organization in the portal.
An operator can change a user's username on the edit form. The user then signs in with the new one.

Email and phone#

Several accounts may share one email, such as a company mailbox.
Password reset sends a link by email only, and only when no other active account has the same email; otherwise the person is sent to support. See Reset a forgotten password.
A new user with an email gets a welcome email. Sending happens in the background; if it fails, the user is still created with their role. A user with no email gets none.

Password#

Passwords set on the user form follow the same rules as self sign-up: at least 8 characters, not a common password, not only numbers, and not too close to the user's name, username or email.

Organisation and role#

A tenant or merchant operator can only place a user in their own organisation, and only sees the department picker for their organisation type. A request that tries to place the user elsewhere is refused.
Operators see only the users of their own organisation under Users; the platform team sees all. See Which records each user can see.
The Users search matches email, first name and last name.

Inactive and deleted users#

	Inactive	Deleted
How	Untick Active on the edit form	Delete on the user's page or on the user's row in the Users list, then Yes, delete. The page's button is hidden on your own account
Sign-in	Refused on the web, with the usual "Invalid username or password.", and in the Driver App	Refused on the web and in the Driver App
Username	Kept; the account still owns it	Released for reuse (below)
Users list	Still listed; the Status filter separates Active and Inactive	No longer listed
Undo	Tick Active again	No restore action in the portal

Deleting keeps the account's record and history; it is not erased. You cannot delete your own account: the portal answers "You cannot delete your own account."

When a user is deleted, the username is renamed by putting del1_ in front of it; if that name is already used, del2_, del3_ and so on. The original username, often a driver's phone number, is then free for a new account. The rename is recorded in the audit log, old name to new name; see Audit log.

Deleting or deactivating a driver's user does not remove the driver record; see Drivers.