Who can use this feature?

System & User administrators only

As an admin, you cannot edit any user's account details. Account details are personal and can either be changed by the user or by request a change by contacting Qwil Support. The email address and mobile number associated with logging in, are managed on an account level.

What to expect?

Account users (staff and clients) can change their account email and mobile if they still have access to their old email and mobile.
If a user's mobile number or email address has changed, and they don't have access to the old one, you will need to reach out to our support team as outlined below.
Profile details can be changed by the staff user admin as they have no impact on the account holders log in details.

Changing account mobile number if the user DOES have access to their old number

If the user has access to their account and old number, they can use the following steps:

In the top right of your Qwil click on your profile picture(if you have not set one this will show your initials in a circle)
From the drop down menu click Account and Settings
Navigate to the details tab and click Change phone number
You will then have to enter your Qwil password and verify yourself with an SMS verification code
Then enter your new mobile number including the country code and click next e.g UK number would start with +44
You will then have to verify your new number with an SMS verification

Once you have verified your new number, you will be shown confirmation that your Qwil account mobile number has been updated.

Changing account mobile number if the user DOES NOT have access to their old number

If the user has lost access to their old mobile number, a registered Staff user from that organisation can email us at support@qwil.io with the following:

Written request to update the user's phone number
Client's Qwil ID
Client's old mobile number
Client's new mobile number

You will then be contacted to verify these details and the change will be made by our support team. You will receive confirmation of the updated details by email.

SJP staff can bypass the verification process by starting a Qwil chat with us. Simply create a new chat and type “Qwil Change Email/Mobile” in the participants box. You wil still need to send us the Qwil ID, old mobile number and new mobile number.

Changing account email address if the user DOES have access to their old email

If the user has access to their account, they can use the following steps:

In the top right of your Qwil click on your profile picture(if you have not set one this will show your initials in a circle)
from the drop down menu click account and settings
navigate to the details tab and click Change email address
You will then have to enter your Qwil password and verify yourself with an SMS verification code
Enter your new email address
A verification email will be sent to your inbox, open it and click verify email address

You should see confirmation on your screen that your email has now been updated and all account emails will now be directed to the new email address.

Changing account email address if the user DOES NOT have access to their old number

If the user has lost access to their old email address, a registered staff user from that organisation can email us at support@qwil.io with the following

Written request to update the user's email address
Client's Qwil ID
Client's old email address
Client's new email address

You will then be contacted to verify these details and the change will be made by our support team. You will receive confirmation of the updated details by email.