Account Settings

User Management Guide

This guide provides an overview of how user management works within the customer portal.
It will explain how users and accounts are related, how to manage personal settings, understand user roles, and configure security settings like passwords and two-factor authentication.

To manage your account details, go to User Management > Account Settings

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Understanding Users and Accounts

Our portal uses a many-to-many model for users and accounts:

• A user can be linked to multiple accounts.
• An account can have multiple users assigned.

This setup is ideal for organisations where multiple team members need to access the same account.

For example, an account owner can invite additional users from their team — each with their own login and permission level (more on roles below).

Similarly, the same user can access other accounts if they have been added to those accounts — useful users working across business units or organisations. To view the accounts linked to the user, go to User Management > Account List

Tip

To learn how to invite or manage users for an account, check out the User Settings Guide

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Account Detail

In the Account Details section, users can view and manage basic personal information associated with their account.

• First name and last name can be updated at any time.
• Email address is fixed and cannot be changed through the portal.

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Account Security & Roles

The Account Security section displays all available roles and highlights which ones are currently assigned to the user for the selected account.
Roles define what actions a user can perform within an account. There are five predefined roles:

Note

Only users with the Administrator role can assign or change roles for other users in that account. To learn how to update roles assigned to a user, check out the User Settings Guide

Role Definitions

Role	Description	Permissions
Administrator	Full access to all portal features	Manage users, purchase and manage services, handle billing, and create/manage support tickets.
Financial	Access to financial operations	View and pay invoices, update payment details. Manage support tickets: Billing, Sales, Provisioning, Cancellations
Purchaser	Manages services	View, purchase, and manage services. Manage support tickets: Billing, Sales, Provisioning, Cancellations
Support	Handles support issues	View and manage support tickets. No access to Billing, Sales, Provisioning and Cancellations support tickets
Technical	Infrastructure and technical operations	View and manage all infrastructure resources. No support ticket access

Tip

A user can hold different roles across different accounts.

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Password Management

Under the Password section, users can update the password they use to log into the portal.

• Password changes require the current password for verification.

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Two-Factor Authentication (2FA)

Users can enable or disable Two-Factor Authentication (2FA) to add an extra layer of security to their account.

• When enabled, a second verification step is required at login (e.g., using an authenticator app).
• We recommend enabling 2FA for enhanced protection.