Troubleshooting User Roles, Permissions & 2FA

Amwal provides granular Role-Based Access Control (RBAC) to ensure financial security, segregation of duties, and compliance with SAMA standards across multi-store and multi-branch retail operations.

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Official Roles & Permissions Summary

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1. "You Do Not Have Permission to Perform This Action"

Common Cause

A team member assigned a restricted role (e.g. Cashier or Supervisor) attempted to access financial statements, adjust store API keys, or issue an unapproved refund.

Resolution

1. An Organization Owner or Admin must log in to the Amwal Merchant Portal.
2. Navigate to Users & Permissions → Users.
3. Select the user account and click Edit Role.
4. Upgrade the role to match their operational responsibilities (e.g., from Cashier to Supervisor or Operation). See User Roles & Permissions.

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2. Cashier / Supervisor Cannot Access Branch Terminal

Symptom

Staff member logs in but sees no active branches or cannot generate in-store payment links.

Resolution

1. In the Merchant Portal, go to Branches → Branch Users.
2. Confirm that the user is explicitly linked to their physical retail branch location.
3. If staff members rotate between multiple branches, an Admin must update their branch assignment in the portal. See Branch Users.

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3. Two-Factor Authentication (2FA) Recovery

If an Administrator or Owner loses access to their authenticator device:

1. Use Emergency Backup Codes: When 2FA was initially configured, emergency one-time recovery codes were generated. Enter one of these codes on the 2FA challenge screen.
2. Organization Owner Reset: Any other Organization Owner can reset a team member's 2FA under Users → Edit User → Reset 2FA.
3. Amwal Support Escalation: If the sole Organization Owner is locked out, email support@amwal.tech from your corporate email domain with your Commercial Registration (CR) to initiate identity verification.

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