Users

Users are the passengers of a provider. This includes all people who register in ioki Passenger App, as well as users created in Control Center or via the Platform API.

View users

Permissions: read_users

From the product overview in Control Center, select Users in the left sidebar. This page lists all users of the provider in a table with the following information.

Column	Description
ID	User identifier
Name	User name
Email	User email address
Phone number	User phone number
Clients	Associated client applications
User segment	Assigned user segment. This column is shown when it is relevant for the current view, for example if the provider uses more than one user segment.
Created at	Creation timestamp

If a provider has more than one user segment this is also shown in the table and determined on registration.

For each user, a gear (⚙️) icon is displayed on the right. Selecting this icon opens a dropdown menu.

If the provider supports eligibility groups, the user’s detailed view shows the user’s membership state for each group and the available membership actions.

Search users

Permissions: read_users

You can search users by Name, Phone number, and Email.

Create a user

Permissions: read_users, create_users

To create a user in Control Center, select Create new and enter the following information.

• First name
• Last name
• Phone number
• Email
• Newsletter and Receipts email preferences
• User segment if the provider uses more than one user segment
• Terms of Service and data protection agreement
• Minimum age confirmation if the provider requires it

Select Save.

The provider is fixed by the current product and is shown in the form.

Users can also be created via ioki Passenger App or in the Operator Booking form, if this is activated for the corresponding product. If an email address is provided, the platform sends a confirmation email. The user is created as an unclaimed user and can claim the account by verifying the email address or phone number.

Open the detailed view of a user

Permissions: read_users

To open the detailed view of a user, select ⚙️ > Show in the dropdown menu. Alternatively, select their name in the table.

Manage user locations

Permissions: read_users to open the page, create_users to create entries, update_users to edit or delete Control Center-managed entries

Users can keep user locations, which are saved places such as home, work, or other frequent addresses.

To open the User locations page in Control Center, select ⚙️ > User locations in the user’s dropdown menu.

The current behavior is:

• Users can view all of their active user locations.
• Users can edit and delete only the user locations they created themselves.
• User locations created in Control Center or through ioki Platform stay visible to the user, but are read-only for the user.
• In Control Center, operators can create user locations for a user and can edit, delete, and set Validated for user locations created in Control Center or through ioki Platform.

The dedicated User locations page in Control Center shows the entries that Control Center can manage, which means user locations created in Control Center or through ioki Platform. The detailed view of a user also lists user-created entries.

A validated user location is not created automatically. In Control Center, operators can set this status for user locations that Control Center can manage. This status can be used by matching configurations and Skip prohibit parallel rides for rides with validated user location when the related product settings are enabled.

Edit a user

Permissions: read_users, update_users

To edit a user, select ⚙️ > Edit in the dropdown menu. Make the desired changes and then select Save.

Lock a user

Permissions: read_users, lock_users

To lock a user, select ⚙️ > Lock in the dropdown menu.

In the lock form, enter a Lock reason, select a Lock type, and optionally enable Automatically unlock to set an unlock date. Then select Save.

Both lock types stop the user from booking. A locked user cannot create new rides, tip drivers, or buy Service Credits or Personal Discounts, no matter which lock type you choose. The difference is what happens to the user’s sign-in:

• Hard lock. The user is signed out of ioki Passenger App right away and cannot sign back in until you unlock the account.
• Soft lock. The user stays signed in and keeps access to the app, including their ride history. They only lose the ability to book new rides and make the purchases listed above.

Choose a hard lock to shut the user out of the app completely, or a soft lock to let them keep using the app while you prevent new bookings and purchases.

You can raise a soft lock to a hard lock at any time, but you cannot lower a hard lock to a soft lock directly. Unlock the account first, then apply a soft lock. You also cannot apply the lock type the user already has.

To unlock a user, select ⚙️ > Unlock in the dropdown menu. Unlocking clears the lock and restores full access. If you set an unlock date, the account is unlocked automatically once that date passes.

A GDPR-deleted user is the one exception. Deletion removes the user’s personal data and permanently hard-locks the account, so the account can no longer work correctly. For a deleted user, the Unlock action stays in the dropdown menu but is disabled, and it shows the tooltip “The account of this user was deleted. The deletion is irreversible.” All other hard locks stay reversible.

Delete a user

Permissions: read_users, delete_users

To prioritize user privacy and comply with data protection regulations, we follow a specific process for deleting user accounts and anonymizing their data. For more information on this, see the page User deletion.

While it is possible to GDPR delete a user by selecting ⚙️ > GDPR deletion in the dropdown menu, this should be handled with care, as user data must not be deleted without their consent. The best approach is for the user to request the deletion via ioki Passenger App.

Create a note about a user

Permissions: read_users, update_users

For internal purposes, notes can be added to users. This can help operators when making phone bookings or deciding how to handle user cases.

To add, change, or delete a note for a user, select ⚙️ > Notes in the dropdown menu. Enter a note in the text field and then select Save. While there is no strict character limit, it’s essential that the information is both valuable and quickly comprehensible.

Users with a note can be identified in the user table within Control Center. To the right of their name, an info (ℹ) icon is displayed if a note exists. Hover your cursor over this icon to view the note.

Create own notification settings for a user

Permissions: read_users, update_users

All users use the default notification settings from their user segment. The user segment is configured in the provider settings and can be changed for the user via Edit. If a user needs settings that differ from the user segment defaults, select Notification Settings. The available types are:

• Ride notifications. These notifications inform users about delays, cancellations, incoming pooled rides, imminent pick-ups, and more.
• Booking notification. This notification confirms a booking.
• Booking notification (Service Center). This notification confirms a booking and includes the booking code when a service operator books on behalf of the user.
• Payment related notifications. These notifications inform users about payment-related events.
• Referral program notification. This notification informs users when they receive a referral programme promotion discount.
• Ticketing related notifications. These notifications inform users about ticketing-related events.
• Account related notifications. These notifications inform users about account-related events. They cannot be customized by users.

If not all available notification settings are activated for the provider, the deactivated options cannot be used in Control Center.

Choose the notification type and preferred delivery method for the user (SMS, email, or both). Then select Save.

Redeem a promo code for a user

Permissions: update_users

Operators can redeem a promo code on a user’s behalf, which is useful when a user books by phone. Depending on the promo code, redeeming it grants the user a personal discount or adds service credits to their account, just as if the user had entered the code themselves. This option is available only when the promo codes provider feature is active.

To redeem a promo code for a user, select ⚙️ > Redeem Promo Code in the dropdown menu. On the Redeem a promo code for the user page, choose a code from the Select promo code dropdown and then select Save.

A code cannot be redeemed if it has reached its maximum usages, or if the same user has already redeemed it. The redeemed code then appears in the user’s detailed view.

Open the service violations of a user

Permissions: read_users, read_service_violations

To open the service violations of a user (no-shows, late cancellations), select ⚙️ > Service violations in the dropdown menu.

Display of a user blocking

If the user is blocked from booking trips due to failed payments, a warning is displayed to the planner in their user profile.

User is forbidden to create rides because of failed payments

danger