How to Get Portal Access to FrankieOne

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Overview

Getting access to the FrankieOne Portal is a straightforward process. FrankieOne provisions your organisation’s initial portal access, and from there, authorised Administrators can invite and manage additional team members independently. This guide covers how access is granted and what you need to know about user roles and permissions.

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Portal Environments and URLs

FrankieOne provides two separate environments for your organisation:

Best practice: Always test new configurations and workflows in UAT before implementing them in Production. Never use Production credentials in a UAT environment, or vice versa.

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Getting Your Initial Portal Access

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Step 1 — FrankieOne sets up your account

When you become a FrankieOne customer, your Customer Success Manager or Implementation Team will:

• Create your organisation’s account in both UAT and Production environments
• Set up an initial Administrator user (typically your primary contact)
• Provide login credentials and environment details
• Send a welcome email with instructions to set your password

This initial setup is handled entirely by FrankieOne to ensure your account is properly configured.

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Step 2 — First Administrator logs in

The initial Administrator will:

• Receive an email from FrankieOne with login instructions
• Click the link to set their password
• Log in using the appropriate environment URL above
• Verify access to both UAT and Production environments

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Step 3 — Administrator invites additional users

Once the first Administrator has access, they can invite additional team members without requiring further assistance from FrankieOne.

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Adding New Users to Your Portal

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For Administrators: How to add new users

1. Navigate to Profile menu → Settings → User Management
2. Click Add new user
3. Enter the user’s full name and email address
4. Assign at least one role (required for portal access)
5. Click Add user to create the account

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For new users: Activating your account

Once an Administrator creates your account:

• Check your email for an automated message from FrankieOne
• Click the link in the email to set your password
• Log in using the appropriate environment URL
• Familiarise yourself with your assigned permissions

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Requesting Portal Access

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If you are a new team member

1. Identify your organisation’s Administrator — typically someone in compliance, operations, or IT
2. Request access — provide them with your full name, work email address, the role(s) you need, and which environment(s) you require (UAT, Production, or both)
3. Wait for the invitation email — your Administrator will create your account and you will receive setup instructions

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If you are the first user at your organisation

Contact your FrankieOne Customer Success Manager or Implementation Team to initiate the account setup process. They will create your initial Administrator account and provide all necessary credentials and documentation.

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Default User Roles and Permissions

The FrankieOne Portal includes three default roles. Your Administrator will assign one or more roles based on your responsibilities.

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Default roles

• Administrator — Full access to all portal features
• Operator — Can manage entities and perform verifications
• Compliance Officer — Read and reporting access; cannot create or modify entities or settings

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Baseline permissions (all roles)

Regardless of assigned role, all portal users can:

• View entities and their audit reports
• Search and filter entities
• View workflow event details (check results, risk level)
• View entity profile information (personal information, identity documents)
• Create and manage custom views
• View and add comments

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Role-specific permissions

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Detailed permission breakdown

Administrator can:

• Manage all user accounts (create, edit, delete, lock users)
• Configure role permissions
• Manage all account settings
• Perform all entity management tasks
• Override verification results
• Manage blocklists and duplicates

Operator can:

• Create and verify new entities
• Update and verify existing entities
• Perform manual and electronic KYC
• Override workflow event status
• Retrigger checks
• Update AML alert status
• Override document and biometrics check results
• Download entity data as CSV
• Leave comments on manual review actions

Compliance Officer can:

• View all entity information
• Generate and download audit reports as PDF
• Monitor compliance status
• View check results and risk assessments

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Custom Roles

Your organisation can create custom roles with specific permission combinations to match your internal workflows and compliance requirements. To create a custom role, an Administrator should navigate to the Role Management section in Settings.

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Important Security Notes

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Parent-child account structure

If your organisation uses a parent-child account structure, users in a child account cannot view or assign users from the parent account by default. This restriction is enabled by default for security purposes. If your business requires parent-level user management from a child account, contact FrankieOne Support to discuss enabling this feature.

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Password management

If you are locked out of the portal or need to reset your password:

• Click the Reset password button on the portal login page — you will receive an email with a reset link
• Alternatively, contact your Administrator, who can send a password reset link through the portal

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Account locking

If your account is locked, you will not be able to access the portal. Your profile remains in the system for audit purposes. Contact your Administrator to unlock your account.

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Single Sign-On (SSO) Access

If your organisation has configured Single Sign-On with FrankieOne, you may access the portal through your company’s identity provider (such as Azure AD, Okta, or Google) instead of using a separate password. For information about SSO setup, contact your FrankieOne Customer Success Manager.

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Quick Reference: Getting Started

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For new organisations

1. FrankieOne creates your account and initial Administrator user
2. First Administrator receives welcome email and sets password
3. Administrator logs in to both UAT and Production environments to verify access
4. Administrator invites additional team members as needed

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For new team members

1. Identify your organisation’s Administrator
2. Request portal access with your name, email, required role(s), and environment(s)
3. Wait for the account creation email
4. Set your password using the link in the email
5. Log in to the portal and review your assigned permissions
6. Contact your Administrator if additional permissions are required

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Environment Best Practices

• Always test in UAT first — use UAT to test new workflows, configurations, and to train new users
• Keep Production secure — limit Production access to users who need to work with live customer data
• Use appropriate credentials — never use Production credentials in UAT or vice versa
• Maintain separate accounts — users should have separate accounts for UAT and Production environments

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Remember: FrankieOne provisions your initial portal access. Once your account is established, your Administrator can independently manage all user accounts and permissions. At least one role must be assigned for a user to access the portal.