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Who Can Add or Unlock Users?

Only users with full Administrator access can add or unlock user accounts.

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How to Add Users

1

Open Manage Users

Click Settings & tools, then Manage users.
2

Add a new user

Click Add User and enter the new user’s email address, then click Add user.
3

Set user details

Enter the user’s first name and last name and select the appropriate role.
4

Configure contact type and accounts

Set a Contact Type to determine whether the user receives communications such as Voucher Alerts. To add users across multiple accounts (e.g. locales or brand names), type the name of additional merchant accounts under Add user to merchant.
5

Save

Click Save.
Add user form in the Mention Me platform

Adding a user in the Mention Me platform

Once added, the user receives a welcome email prompting them to create their login.

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Permission Levels

Mention Me has a hierarchy of roles granting access to different parts of the platform.
Permission levels hierarchy in Mention Me

Permission levels hierarchy

Users can only amend the permissions of people with a permission level equal to or below their own. For example, Customer Support Supervisors can add or amend other Customer Support staff, but they cannot add Marketing or Administrator users. If you need your permissions upgraded, speak to the owner of the Mention Me account in your company. The Mention Me team cannot provide access without authorisation from someone in your account with sufficient permissions.

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How to Unlock Users

All user accounts are locked automatically after 90 days of inactivity.
1

Open Manage Users

Click Settings & tools, then Manage users.
2

Find the disabled account

Click the Disabled tab and locate the disabled account.
3

Enable the account

Click the user settings menu (3 dots) and click Enable account. A notification will confirm: “This user can log in to the platform again”.
4

Find the account

If you use SSO, the unlocked account can sign in again without resetting their password. Otherwise, send a password reset email:
Click the Active tab and locate the enabled account.
5

Send password reset

Click the user settings menu (3 dots) and click Send password reset email.
Unlocking a user account in Manage Users

Unlocking a user account in Manage Users

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Why Accounts Get Locked

Accounts are locked to prevent unauthorised access to sensitive data. Reasons include:
  • A user was manually locked by editing their profile and ticking Account is locked.
  • A user was given the No Login role.
  • Inactivity-based deactivation:
    • The user has logged in before but not within the last 6 months.
    • The user has never logged in and it has been over 1 month since account creation.
    • The user is attached to a churned Merchant (processed at 4:47am on Saturdays).
Both password-based and SSO users can be locked. Only password-based users need a password reset email to regain access.
Last modified on July 13, 2026