Who can add or unlock users?
Only users with full Administrator access can add or unlock user accounts.
How to add users
Open Manage Users
Click Settings & tools, then Manage users.
Add a new user
Click Add User and enter the new user’s email address, then click Add user.
Set user details
Enter the user’s first name and last name and select the appropriate role.
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.
Permission levels
Mention Me has a hierarchy of roles granting access to different parts of the platform.
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.
How to unlock users
All user accounts are locked automatically after 90 days of inactivity.
Open Manage Users
Click Settings & tools, then Manage users.
Find the disabled account
Click the Disabled tab and locate the disabled account.
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”.
Find the account
Click the Active tab and locate the enabled account.
Send password reset
Click the user settings menu (3 dots) and click Send password reset email.
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 March 19, 2026
