How do I add new users to a Calmony account, and how are authenticator resets handled?
New users can only be added at the request of an account holder, and there are two access levels available. Authenticator resets require a security check via video call before they can be actioned.
Note: This article is intended for internal staff use only and is not intended for clients.
New Users
New user requests must come from one of the account holders.
An account holder is any director or significant shareholder of the Ltd company named in the application, or — in the case of a Sole Trader — only that individual. Applications can be found on their letmcbilling/Calmony billing account under saved documents or on the Hubspot service record.
There are two types of users:
- Read Only
- Full Payments Access
To add a new user, the following information is required:
- Full name
- Email address
- Access level
Read Only Users
Requests for Read Only access must come from an account holder directly, and from the specific email address on file for that account holder. Personal or 'other' email addresses are not accepted.
Full Payments Access Users
Requests for Full Payments Access must come from an account holder directly. Before this access level can be set up, a security check must be carried out:
- Video call to confirm the identity of the account holder.
- Check their photo ID — this will be on their billing account for legacy Modulr clients, or on their Griffin company record.
- Once identity is confirmed, the new user can be set up with Full Payments Access.
Authenticator Resets
Authenticator resets (e.g., where a user has changed their phone or lost access to their authenticator app) must follow a security verification process before they can be actioned.
Process:
- The request must come from an account holder using their registered email address.
- A video call must be booked with the account holder to verify their identity.
- Check their photo ID against the one supplied to Griffin.
- Once identity is confirmed, reset the authenticator and assist the user in setting up their new device.
Do not action an authenticator reset without completing the full security check, regardless of how the request is received.