Login & Access

Q: How to reset password?

A: Super admins can reset user password. To reset password, please go to Settings > User Management. Or use this direct link https://user.fr8labs.co/en/user-and-permissions/user-management

Find the correct user and click the "Reset Password", or “Set Password” button.

Q: I cannot log in or reset my password. What should I do?

A: Use Forgot Password on the login page

Clear browser cache & cookies and try again

If 2FA is enabled, request a new code.

Super admins can reset user password. To reset password, please go to Settings > User Management. Find the correct user and click the "Reset Password" button.3

Still stuck? Contact Support with your email + screenshot to reset credentials.

Q: My login sometimes switches to an Admin account automatically.

A: This usually comes from cached credentials. Clear cache & cookies, then re-login with your account. If it affects one user repeatedly, raise to Support for investigation.

Q: Can I use the demo/live admin account to create new shipments safely?

A: Yes, you can create test shipments in the demo/live environment. It won’t affect production data, but always confirm with Support before testing critical workflows.

Q: How do I enable Two-Factor Authentication (2FA)?

A:

1. Go to Profile → Security; enable 2FA (Email/Authenticator/Backup).

2. Log out and sign in again; enter the verification code.

Q: When I log in, I only see a blank white screen, what should I do?

A: This is because your admin has yet to assign you to a role in the company, please ask your super admin to assign you a role, or get them to contact us to confirm you are allowed to be assigned to a role before we are allowed to proceed.

Q: Why can’t the Fr8Labs support team just give me access to certain roles when I ask for it?

A: We understand it might feel quicker to “just ask support” to adjust your access. But there are important reasons why our support team doesn’t directly grant or change user roles:

1. Company-level security Some roles or settings provide access to sensitive data (financials, customer records, system-wide settings). Assigning these without company approval could expose information to the wrong people.

2. Changing roles and responsibilities Team structures evolve. The support team can’t always know whether a requestor still holds the same responsibilities, or whether their access should be updated.

3. Data protection responsibility Fr8Labs has an obligation to keep your company’s information safe. That’s why only super admins in your organization can grant or adjust access — they know best who should have what level of control.

4. Audit trail When access is managed by your super admins (or formally approved by your admin but administered via us), there’s a clear record of who approved it and why. That protects both your company and us.

✅ What you should do instead

• If you are a super admin for your company: log in and manage Administration access directly.

• If you are not a super admin but believe you need access: please reach out to your company’s super admin user to send us a request. We’ll verify with your company before enabling access.

💡 This may feel like an extra step, but it’s intentional: it protects your company’s data while ensuring the right people get the right access.

Q: How do I add/onboard new users?

A: Send name, email, company to Support. We’ll issue credentials and onboarding steps. For larger batches, bulk upload is available.

Q: I need credentials for the customer portal.

A: Contact Support with company details. Credentials will be sent to the registered contact securely.

Documentation owner: Fr8Labs Customer Success. Formatting reviewed: 21 September 2026; product behaviour not reverified in this formatting pass.