Account Roles and Access

When To Use This#

Use this page when an article needs to explain who can sign in, what kind of account they use, and why an action may or may not appear.

Account Types#

• Customer portal users manage their own household, dogs, documents, bookings, billing, and messages.
• Business app users manage setup, staff workflows, customers, schedules, documents, billing, messages, reports, and the customer portal.
• Customer portal access and business app access are separate. A valid customer account may not work on the business sign-in page, and a staff account may not work on a customer portal page.

Activation And Password Reset#

• Activation is for invited or first-time users who still need to finish account setup.
• Password reset is for users whose account already exists but who need a new password.
• If activation or reset links expire, use the visible resend, invite, or reset option instead of reusing an older link.

Staff Access#

Staff actions depend on the access assigned by an owner or admin. If a staff member cannot see an expected page or action, an owner or admin can review access on the Access page.

Use human wording in public help:

• Say "permission to review documents," not an internal permission key.
• Say "permission to approve or deny booking requests," not an internal permission key.
• Say "when your assigned access allows it" for business actions.
• Say "when the action is shown" for customer actions.
• Avoid promising that every staff user can approve, reject, bill, cancel, publish, or change settings.
• Avoid listing internal permission keys in public help. Use the visible page, action, or access name instead.

Troubleshooting#

• If sign-in fails, confirm the user is on the correct customer portal or business app sign-in page.
• If activation fails, request a fresh invitation or confirm the invitation is still valid.
• If reset fails, request a new reset email.
• If a business action is missing, confirm the staff user is in the correct business account and ask an owner or admin to review access on the Access page.