Merchant Portal help and support

Access Management is an app in the Merchant Portal. It's used by 'Access Management Administrators' who can grant or remove Merchant Portal app access to employees within their organisation. Each organisation can have a maximum of 3 Access Management Administrators. (Sometimes also referred to as 'Super Admins' or 'Customer Administrators').

Functionality and benefits

• Central place to view, grant or remove Merchant Portal app access to users within your organisation.
• If you have multiple account numbers, users can be granted granular app access to all, or just specific account numbers.

Contact one of your organisation's existing 'Access Management Administrators'.

If you're unsure who the Access Management Administrator is within your organisation, you can either:

• Locate them within the Merchant Portal if you have Merchant Portal access, or an existing Merchant Portal user within your organisation can look them up by:

1. Logging in to Merchant Portal.

2. From the Merchant Portal dashboard, select the name in the top right and select My Access.

1. Log in to the Merchant Portal.

2. Select Launch app for Access Management.

We recommend that each user is issued their own Merchant Portal username and password. Avoid using generic shared business email address such as info@business.com used by multiple employees. This approach helps you remove access to users no longer associated with your organisation, improves security, and supports auditing. 

New users must be individually added to access any of the systems managed within Merchant Portal for your organisation. To add a new user:

1. Log in to Merchant Portal.
2. Go to ‘Access Management’.
3. Click ‘+ New User’.
4. Enter the new user’s details. All fields are mandatory.
5. Select the applications of roles for the new user (including billing accounts, primary billing account and additional options where applicable).
6. Click ‘Invite user’.
7. The new user will be sent an email invitation. Until the invitation is accepted, the user will be listed in a ‘Pending’ state in the user list.

Note: It's not possible to remove a billing account when only 1 account has been added. If you’ve added an incorrect account, add the correct account first and then remove the incorrect account.

Invitation emails don’t expire, and invited users are automatically sent a reminder email after 24 hours.

If a user accidentally deletes, or doesn’t receive, the invitation email, a new invitation can be requested:

1. Go to ‘Access Management’.
2. Find (or search for) the invited user in the user list.
3. Click the 'resend’ icon to resend the invite.

It’s not possible to change a pending user’s email address. If the email was incorrectly entered, the invitation must be cancelled.

Any user in a ‘Pending’ state can have their invitation cancelled. This is useful if an invite was sent to an incorrect email address, or if user permissions were incorrectly assigned.

To cancel an invite:

1. Go to ‘Access Management’.
2. Find (or search for) the invited user in the user list.
3. Click the ‘Cancel pending request’ icon.
4. Confirm the cancellation.
5. The previously sent invite is no longer valid, although the user’s status will remain as ‘Active’.
6. Click the ‘Edit user access’ icon to amend the user’s email address or permissions.
7. Click ‘Invite user’ if an updated invite is needed (for example, if the email address has been updated).

An invite can’t be cancelled if it has already been accepted. In this situation, the user can either be deactivated or have their permissions changed as necessary.

Users can’t be deleted from the system, but users can be permanently deactivated. This is useful if a user changes role or leaves an organisation and no longer requires access.

To deactivate a user:

1. Go to ‘Access Management’.
2. Find (or search for) the user in the user list.
3. Click the ‘Deactivate user’ icon.
4. Click ‘Deactivate’ to confirm.

A deactivated user can have their access restored to what it was prior to deactivation. To reactivate a deactivated user:

1. Go to ‘Access Management’.
2. Click the ‘Filters’ link below the search box on the user list.
3. Select ‘Show deactivated users’.
4. Find the deactivated user.
5. Click the ‘Reactivate’ icon to reactivate the user.

An Access Management Administrator (Sometimes also referred to as 'Super Admin' or 'Customer Administrator'), can create and edit users for all Merchant Portal apps within an organisation. An Access Management Administrator can also deactivate and reactivate users for the organisation.

Due to the amount of control given to a Customer Administrator, this role should be assigned to the minimum necessary number of users. For security, a maximum of 3 customer administrators can be assigned per organisation.

Assign an Access Management Administrator

1. Go to ‘Access Management’.
2. Edit an existing user; or
3. Invite a new user.
4. Assign the ‘Super Admin’ role for the ‘Access Management’ group.

Once a user is assigned an Access Management Administrator role, the user can assign their own level of access for other apps.

The Business Support Portal is an app which helps you manage your deliveries and enquiries, located within the Merchant Portal.

Business Support Portal (BSP) user guide (PDF 1.6MB) 

If your organisation isn't enabled with the Business Support Portal, make an enquiry with your account manager. 

If your organisation has been enabled with the Business Support Portal, contact one of your organisation's existing 'Access Management Administrators'. 

If you're unsure who your Access Management Administrator is within your organisation, you can either:

• Check yourself if you already have access to Merchant Portal, or ask an existing Merchant Portal user within your organisation to look them up by:

1. Logging in to Merchant Portal.

2. From the Merchant Portal dashboard, select the name in the top right and select My Access.

1. Log in to the Merchant Portal.

2. Select Launch app for Business Support Portal

My Business Account is an app which helps you view account details, inspect transactions, download invoices and make payments, located within the Merchant Portal.

My Business Account (MBA) user guide (PDF 2MB)

If your organisation isn't enabled with the My Business Account app, make an enquiry with your account manager. 

If your organisation has been enabled with the My Business Account app, contact one of your organisation's existing 'Access Management Administrators'. 

If you're unsure who your Access Management Administrator is within your organisation, you can either:

• Check yourself if you already have access to Merchant Portal, or ask an existing Merchant Portal user within your organisation to look them up by:

1. Logging in to Merchant Portal. 

2. From the Merchant Portal dashboard, select the name in the top right and select My Access.

1. Log in to the Merchant Portal.

2. Select Launch app for My Business Account.

Parcel Send is an easy to use sending platform, located within the Merchant Portal.

If your organisation isn't enabled with the Parcel Send app, make an enquiry with your account manager.

If your organisation has been enabled with the Parcel Send app, contact one of your organisation's existing 'Access Management Administrators'. 

If you're unsure who your Access Management Administrator is within your organisation, you can either:

• Check yourself if you already have access to Merchant Portal, or ask an existing Merchant Portal user within your organisation to look them up by:

1. Logging in to Merchant Portal. 

2. From the Merchant Portal dashboard, select the name in the top right and select My Access.

1. Log in to the Merchant Portal.

2. Select Launch app for Parcel Send.

StarTrack Shop is an ordering portal for StarTrack business customers to order packaging and label products, located within the Merchant Portal.

If your organisation isn't enabled with the StarTrack Shop app, make an enquiry with your account manager.

If your organisation has access to the StarTrack Shop app, contact one of your organisation's existing 'Access Management Administrators'. 

If you're unsure who your Access Management Administrator is within your organisation, you can either:

• Check yourself if you already have access to Merchant Portal, or ask an existing Merchant Portal user within your organisation to look them up by:

1. Logging in to Merchant Portal. 

2. From the Merchant Portal dashboard, select the name in the top right and select My Access.

1. Log in to the Merchant Portal.

2. Select Launch app for StarTrack Shop.