Getting Started FAQs

Account creation

• • Q: How long will it take to create an account?
  • A: Our simple account creation process takes approximately 5 - 10 minutes to complete.
  • Q: It has been a week and I haven't received my confirmation email, what should I do?
  • A: If you haven't received your confirmation email in your Inbox, please use the support button to send us a message and we will follow up.

Log In

• Q: I haven't received my password reset email, what should I do?
• A: Please check the email you have entered in the password reset email field. If the email you have entered is correct, please check if the reset password email is in your junk mail inbox.

  If this issue persists, please use the support button to send us a message.

Onboarding

• • Q: While setting up multi-factor authentication, the phone number I entered is not working.
  • A: Check the number that you have entered and also confirm the country's area code is correct, if the issue persists use the support button to send us a message.
  • Q: I haven't received an SMS that I'm expecting.
  • A: The SMS will be sent to the mobile number that was used when you set up multi-factor authentication (MFA), it may differ from the number you used during account creation. MFA via SMS involves sending a short one-time password (OTP) to the user via text message. If this issue persists, please use the support button to send us a message.
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  • Q: My multi-factor authentication code is not working, what should I do?
  • A: Check the number that you have entered to make sure it is correct. The one-time passcode may have expired, if so please click "resend code" to receive another code.
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  • Q: How do I change the phone number associated with multi-factor authentication?
  • A: Please use the support button to send us a message with your request and we can reset your multi-factor authentication phone number.
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  • Q: Why do I need to provide more details?
  • A: We will only request more details when we have insufficient information to finalise setting up our customers, this also allows us to automatically import data to quickly set up your account. If you have transacted with Hastings Deering beforehand, please use the same email address you have used with us to streamline the process.
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  • Q: How do I find my customer account number?
  • A: You will have a unique number issued when your account was set up, it is also available on invoices or parts order confirmation emails.

    If you cannot locate your customer account number, please contact your customer support representative or use the support button to send us a message.

  • Q: How do you keep my data safe?
  • A: We use SSL/TLS encryption to secure your data, please see our privacy policy from the menu for more details.

Profile

• Q: My profile details are incorrect.
• A: Please use the support button to send us a message with your updated details.

• Q: I can't see all my companies - how can I get them added?
• A: We will update your information, please use the support button to let us know.

• Q: I have been assigned a role - what does this mean?

• A: There are three roles, Executive, Fleet and Accounts.

  Each role has different levels of permissions to securely manage access, by assigning and restricting roles we secure your information and reduce risks across your business.
  
  Roles also simplify identity governance as your business grows or changes—like onboarding or offboarding and for provisioning temporary workers.

  1. 1. Executive: Full access to all the features in the platform
     2. Accounts: Restricted access role for the accountant, administrator or any user that manages the financial details
     3. Fleet: Restricted access role for project and construction managers, supervisors, equipment and fleet manager, planners, workshop managers and any employee of the business that requires fleet information (they will not see any financial data)
• Q: How do I view my role?
• A: In the profile section, underneath your assigned companies, you can find your role/s.

• Q: How do I request access to another role?
• A: Please use the support button to request an update to your role.