Team Members and Roles

Add staff accounts, give each person the right role, and ban or remove accounts when you need to.

Everyone who uses your marketplace, whether they are a bidder, a consignor or a member of your staff, has an account in Audience → Users. What each account can do is decided by the roles it holds. This guide explains how to add staff, what each role gives access to, how to change someone's roles, and how to ban or remove an account.

Before you start

Each part of this screen needs its own permission. The Admin role includes all of them.

To see the list of users you need permission to view users. Admin, Moderator, Support Agent and Trade Programme Manager have it.
To add a staff account you need permission to create users.
To edit someone else's details, or set their password, you need permission to update users.
To change someone's roles you need permission to assign roles.
To ban, unban or delete accounts you need the matching ban or delete permission.

If a button described below is missing, your role does not include the permission for it. See When a screen says it is blocked for how the console tells you who can grant it.

You cannot create new roles or change what a role includes from the admin console. If you need a different combination of access, contact Hammerd support.

The Users screen

Audience → Users lists every account on your marketplace: buyers and sellers who registered themselves, and staff you have added. Newest accounts are shown first. The tabs along the top narrow the list:

All: every account.
Awaiting KYC review: accounts with an identity check waiting for a decision. The number on this tab (and on Users in the sidebar) is how many are waiting. See Identity verification.
KYC rejected and KYC verified: the outcomes of past identity checks.
Banned: accounts that are currently banned.

You can also filter by Roles, KYC status, Banned, Verified Seller, Email Verified and Last Login. Each row has View and Edit buttons and a More actions menu.

Email addresses and phone numbers may be partly masked, depending on your role. Admins see them in full.

Adding a staff account

Buyers and sellers sign themselves up on your storefront, so you only need to add accounts by hand for staff. There is no invitation email: you create the account, give it a role, and then let the person set their own password.

Go to Audience → Users and select New user. (The Invite user shortcut on Home opens the same form.)
Under Basic Information, enter the person's Name and Email. Phone and Avatar are optional.
Under Password, enter a temporary Password of at least 8 characters and repeat it in Confirm Password. A password is required to create the account.
Optionally set their Locale and Timezone under Preferences.
Select Create. You are taken to the new account's page.
Select Edit, then Manage Roles, and give the account a staff role (see below). Until you do, the new account cannot sign in to the admin console.
Back on the account's page, select Send password reset and confirm. Your colleague receives an email with a link to choose their own password, so you never need to share the temporary one.

Creating an account does not send the password anywhere. If you choose to share the temporary password instead of sending a reset, do it through a secure channel and ask them to change it straight away.

Encourage every new staff member to turn on two-factor authentication as soon as they first sign in.

Roles

A role is a named bundle of permissions. An account can hold more than one role, and gets everything each of its roles allows.

Admin: full control of your account in the admin console, including settings, payments and payouts, users and roles, domains, API keys and compliance screens. Give this role only to people who need all of it. Two things are deliberately left out: live auction floor control (see Auctioneer below) and emergency access to private buyer and seller conversations, which is only granted case by case.
Finance Manager: owns the money side. Views orders and can cancel and refund them; views, executes, retries and cancels payouts; sees financial figures, transactions and analytics. This role can also change Business Settings and Auction Settings, which means it can reach Launch Center and your Babylon subscription too. It cannot record offline payments; that stays with Admin.
Moderator: trust and safety. Approves listings and redacts listing documents, reviews and resolves disputes, moderates content, reviews fraud alerts, reviews and approves insurance claims, and answers public questions. Can view users and orders but not change them.
Support Agent: read-only front-line support. Can look up users, listings, orders, disputes and insurance claims, read buyer and seller conversations, and answer public questions, but cannot change users, listings, orders, disputes or claims.
Listing Admin: manages the catalogue. Creates, edits and deletes listings, sees analytics, and can see seller agreements and provenance statements for the listings they manage. Cannot change settings, orders or users.
Trade Programme Manager: runs the Trade Programme, including dealer accounts and business verification, dealer tiers, dealer statements, promotion placements, programme analytics and programme settings. Can view users but not manage them. Only useful if your plan includes the Trade Programme.

Specialist roles

These roles do not open the admin console on their own. Add them alongside a staff role when someone needs them.

Auctioneer: live auction floor control (running lots, hammering and passing) and control of live shows.
Sealed Bid Reviewer: can see sealed bid results.
Operational Seller: lets an account act in your operational seller workflows.

Marketplace roles

These are for the people who buy and sell on your storefront. They never give admin console access.

Buyer: the standard role for bidders.
Seller: can create and manage their own listings and see their own sales figures.
Internal Tester: a staff or test account that can use the full marketplace before you go live, so you can run a sale end to end. See Getting started for launch states.
Founding Collector: a confirmed pre-launch member who can reach the marketplace during a soft open, ahead of the public.

Changing someone's roles

Go to Audience → Users and select Edit on the person's row.
Select Manage Roles at the top of the page.
In Roles, add or remove roles. The list only offers roles you are allowed to grant.
Select Save Roles.

Changes apply straight away. Removing a role removes the access it gave immediately, including access to the admin console if it was their only staff role.

If you try to grant a role you are not allowed to grant, you see "Role not granted" and nothing is changed, not even the other roles in the same change.

Granting or removing the Admin role, and changing the roles of someone who already holds it, can only be done by Hammerd support. Admin is not offered in the list, and Manage Roles does not appear on an Admin's account; contact Hammerd support to make the change.

Passwords for other people

On a person's account page (select View) there are two options:

Send password reset emails them a link to choose a new password. This is the one to use in almost every case.
Set password replaces their password immediately with one you choose. They are not told, and cannot sign in until you give them the new password. Use it only when you have confirmed the request some other way. It needs permission to update users, and is not available for accounts that hold the Admin role.

Neither option turns off someone's two-factor authentication. See Two-factor authentication if a colleague has lost their authenticator.

Banning an account

Banning is for marketplace misuse. A banned account can no longer bid or send messages on your marketplace.

Go to Audience → Users.
Open the More actions menu on the person's row and select Ban User.
Enter a Ban Reason and confirm.

To ban several accounts at once, tick them, then choose Ban Selected from the bulk actions and give a reason. The ban is recorded against your account.

You can also ban an account from its Edit page by turning on Banned under Account Status and filling in Ban Reason.

To lift a ban, open More actions and select Unban User. The ban reason and date are cleared from the account, but the unban itself is recorded for audit purposes.

There is no separate "suspend" option. A ban lasts until someone lifts it.

Banning does not remove admin console access. To stop a member of staff using the console, remove their staff roles with Manage Roles, or delete their account.

Deleting an account

Open the person's Edit page and select Delete, or tick several rows on the list and use the bulk delete action. You cannot delete your own account.

Deleted accounts are removed from the console, but their history is kept. There is no way to restore a deleted account from the admin console; contact Hammerd support if you delete one by mistake.

When nobody can assign roles

Only people who can assign roles can give others access. On most accounts that is everyone with the Admin role.

When someone opens a screen their role does not cover, the console names up to three colleagues who can grant access, so they know exactly who to ask. If nobody on your account can assign roles (for example, your only Admin has left), the message says "Nobody in this account currently holds “assign roles”, so it cannot be granted from in here." and asks you to contact Hammerd support. Hammerd support can help restore Admin access on your account.

To avoid this, ask Hammerd support to give the Admin role to at least two people, and remove leavers' roles rather than deleting the last Admin.

Common questions

Check that you gave them a staff role with Manage Roles. An account with no role, or only marketplace roles such as Buyer, cannot use the admin console, and the sign-in page will say the credentials do not match.

A colleague sees less than I do

That is their role at work. Compare their roles with the list above and add what they need, or ask someone who can assign roles.

Can I give someone access to just one screen?

Not directly. Roles are fixed bundles, and you cannot create your own from the console. Pick the closest role, or contact Hammerd support.