Managing Portal User Access

People in your organisation can be invited to the Portal so that they can view reporting dashboards and manage member access to the Sonder App.

Viewing Portal users

Go to the 'User' tab
You'll see a list of all users with their assigned role and status
1. 'Invited' means the user has access but hasn't logged in yet (waiting for them to accept the email invitation)
2. 'Active' means the user has access and has logged in before

Note: Users who are assigned the 'viewer' role can't view this page.

Inviting a new user (Super Admins only)

Log into the Portal at customers.sonder.io/login
Go to the 'User' tab > Invite Users
Enter the user's information:
- First Name (required)
- Last Name (required)
- Email Address (required, must be unique per company)
Click Send Invite

New invitations are sent immediately after you add the user. Users will receive a 'Welcome to Sonder' email. If they can't find it, please check spam/junk folders for an email from 'no-reply@sonder.io'

Editing an existing user's details (Super Admins only)

Go to the 'User' tab
Find the user you want to edit and click the edit icon (pencil)
Update their details:
- First Name: Can be edited anytime
- Last Name: Can be edited anytime
- Email Address: Cannot be edited
- Role: Can be edited anytime

4. Click Update

Changes take effect immediately in the Portal.

Tip: If you need to change someone's email, you have to either delete the current user account (see below), or invite them again with the new email address.

Removing a user (Super Admins only)

Go to the 'User' tab
Find the user you want to remove and click the delete icon (trash bin)
Click Delete User to confirm

The user loses access to the Portal within a few minutes.

Understanding Portal roles and access levels

Choose the right role for each person based on what they need to do.

Role	Access	Visibility
Super Admin	Edit Only	All pages: App 'Member' management page Portal 'User' management page Portal 'Reports' management page - Access your organisation's Business Reviews and other reports from Sonder.
Admin	Edit Only	App 'Member' management page
Admin	View Only	Portal 'User' management page Reporting pages
Analyst	View Only	App 'Member' management page Portal 'User' management page Reporting pages
Viewer	View Only	Reporting pages

Frequently asked questions.

What if someone leaves my organisation?
Remove them from the Portal immediately. Go to the User tab, find their name, click delete and confirm.

Can someone have access to multiple company Portals?
Only if they use a different email address for each company.

What if someone doesn't accept their invitation?
Their status will show "Invited" until they log in. You can resend the invite or delete the account and try again.

How do I update my email address?
To change your email address for the Sonder Portal, simply create a new user account with your preferred email and delete your old login.

Is there a limit to how many times I can invite and remove users?
You can invite, remove and re-invite people as needed within your seat cap.

I've logged into the Portal but can't see any data?
If you've just been added to the Portal, the sync may not have occurred yet. Set up your account, and check again in an hour. If you still don't see data after an hour, press the 'Contact Us' button on the top right of the Portal to submit a ticket.

What is the 2 Factor Authentication?
Two-Factor authentication (2FA) is an extra layer of security for your Portal account. After you enter your password, you’ll be asked to verify your identity using a second method. When you first set up your account, you can choose to receive a 6 digit code through an authenticator app or by text message to your phone. Please note that text message codes are only available for AU, NZ and UK mobile numbers. If your mobile number is from another country, please choose the authenticator app. For step-by-step instructions, see How to set up two-factor authentication (2FA) for the Sonder Portal.

My mobile number has changed. How do I update it for Two-Factor Authentication (2FA)?
If your mobile number has changed and you are unable to log into the Sonder Portal as a result, please contact our Customer Support team directly and we will update this for you.

Email: customer.support@sonder.io
Please include your name, organisation, and the new mobile number you would like to use for 2FA verification and our team will action this as quickly as possible.

I’ve lost access to my authenticator app. How do I reset my Two-Factor Authentication (2FA)?
If you can no longer access your authenticator app, for example after changing phones, please contact our Customer Support team at customer.support@sonder.io. Please include your name and organisation and our team will reset your 2FA.