Users and user roles

Hiya Connect's Branded Call console lets you control who has access and what they're able to do, using three roles: Admin, Editor, and Viewer. This guide covers inviting and managing Branded Call users, assigning roles, what each role can actually do, and troubleshooting common access issues.

This article applies to Branded Call user roles. It does not affect Number Registration — see “Adding a user for Number Registration” below.

Jump to:

• Inviting a new user (Branded Call)
• Adding a user for Number Registration
• What each role can do
• What happens when the last Admin leaves
• Editing and managing users
• Common questions
  • Missing password reset email
  • Expired password reset link
  • Missing multi-factor authentication code
  • User role for the account owner
  • User roles for pre-existing accounts
  • Pending status
  • Can a Viewer or Editor manage Branded Call branding?
  • How do I add a user for Number Registration?

Inviting a new user (Branded Call)

Go to Settings > Users, then click Add New User.

Enter their first and last name and email address, and assign a role — Admin, Editor, or Viewer — based on which permissions you'd like them to have. See What each role can do below.

An email with a password reset link will be sent to the address you provided. (The link is valid for 72 hours.) The user will show as “Pending” until they finish setting up their account.

Once they click the link, they'll set a password, then log in and complete multi-factor authentication: providing a phone number and verifying it with a one-time 6-digit code. A recovery code is generated for them to use if they lose access to their phone.

Once MFA is set up, the user can view and use the Hiya Connect console according to their assigned role.

Adding a user for Number Registration

Number Registration doesn't have a self-serve invite flow or role selection. To add a user, contact Hiya Support with the new user's full name and email address.

What each role can do

Roles below apply to Branded Call only.

So if a customer asks “can my Viewer approve a display name change?” — no. Viewers can see current branding but can't edit or submit changes; that requires Editor or Admin.

Number Registration access isn't governed by these roles — see above.

What happens when the last Admin leaves

• Option A: The system blocks removal or role-change of the last remaining Admin. The account will always retain at least one Admin.
• Option B: If the last Admin is removed, the account has no Admin. Editors and Viewers keep their existing access, but no one can invite/remove users, change roles, or manage company details until Hiya Support restores Admin access.

If the account is left without an Admin, contact Hiya Support to have Admin access restored.

Editing and managing users

You can edit user roles, remove users, or resend their invitations by clicking the icon at the end of each row. Resending an invitation is only possible for users with a pending status.

Common questions

Missing password reset email

Please check your inbox's spam folder, as password reset emails might end up there. If you can't find the email there, please ask the person who invited you to contact Hiya Support so we can send you a new link.

Expired password reset link

Please ask the person who invited you to contact Hiya Support so we can send you a new link.

Missing multi-factor authentication code

If you did not receive your 6-digit code for multi-factor authentication setup, please make sure that:

• You check your SMS messages even if you have not received a notification. Some devices might fail to send SMS notifications even if a new message is received.
• You provided the correct phone number.
• Your device and provider do not block SMS messages.

If you still haven't received the SMS message containing the 6-digit code, please ask the person who invited you to contact Hiya Support so that we can investigate the matter for you.

User role for the account owner

There is no specific user role for the account creator or owner. At this time, all Admin users have the same permissions.

User roles for pre-existing accounts

If you created your account before user roles were introduced, all previously existing users will be assigned Admin user permissions, allowing them to maintain their previous level of access to Hiya Connect features.

Pending status

A user will be in “Pending” status until they click the link in the invitation email and access their Hiya account.

Can a Viewer or Editor manage Branded Call branding?

Editors can edit and submit branding elements (display name, logo, category) for approval. Viewers can see current branding but can't make changes. See What each role can do above.

How do I add a user for Number Registration?

Contact Hiya Support with the new user's full name and email address — there's no self-serve invite for Number Registration.

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