Authentication & Access - Frequently Asked Questions
Login, password reset, user management, and permissions
Table of Contents
1. Login & Password
Q: How do I log in to Velocity Shipping?
A: Go to the Velocity Shipping login page and enter your registered email and password. Sub-users should use the email to which the invite was sent.
Q: I forgot my password. How do I reset it?
A:
- Click Forgot Password on the login page
- Enter your registered email address
- Check your inbox (and spam/junk) for the reset email
- Click the link and set a new password
The reset link expires in 24 hours — repeat the process if expired.
Q: I'm not receiving the password reset email. What should I do?
A:
- Check your spam/junk folder
- Ensure you're using the email address registered with Velocity
- Wait 5 minutes — emails can be delayed
- Try the "Forgot Password" flow again
- If still not received, email support.shipping@velocity.in with your registered email
Q: My account is locked. How do I unlock it?
A: Accounts may lock after multiple failed login attempts. Either wait 15–30 minutes and retry, or contact support.shipping@velocity.in for an immediate unlock.
Q: Can I change my registered email address?
A: Contact support.shipping@velocity.in with your current and desired new email address.
2. Sub-User & Team Access
Q: How do I add team members to my account?
A:
- Go to Settings → Users
- Click Invite User
- Enter the team member's email and select their role
- Click Send Invite
- They'll receive an email to create their password
Q: How many sub-users can I add?
A: There is no fixed cap. Contact your account manager for large-scale team setups.
Q: How do I remove a user?
A:
- Go to Settings → Users
- Find the user and click Deactivate
- Their access is revoked immediately
Tip: Do this as soon as a team member leaves to protect account security.
Q: An invite link expired before my team member used it. What do I do?
A: Go to Settings → Users and re-send the invite. Invite links expire after 48 hours.
3. Permissions & Roles
Q: What roles are available?
| Role | Access Level |
|---|---|
| Admin | Full access — settings, billing, users, VAS, all features |
| Operations | Create/manage shipments, orders, NDR management |
| Viewer | Read-only access to orders and shipments |
Q: Who can enable/disable VAS (Automations, AI Calling)?
A: Only Admin users. Sub-users will see: "You don't have permission to make changes. Please contact your admin."
Q: Who can manage billing and payments?
A: Only Admin users can recharge the wallet, download invoices, update GST, or change billing settings.
Q: Can sub-users create shipments?
A: Yes — users with Operations role or higher can create and manifest shipments.
Q: Can I restrict a sub-user to a specific warehouse?
A: Contact your account manager — warehouse-level access restrictions may be available as a custom configuration.
4. API Access
Q: How do I get API credentials?
A:
- Go to Settings → API (or Settings → Integrations → API Keys)
- Click Generate API Key
- Copy and securely store the key — it won't be shown again
Q: My API key is compromised. What should I do?
A:
- Immediately revoke the compromised key in Settings → API
- Generate a new key
- Update all systems using the old key
- Contact support if you suspect unauthorized usage
Q: Where is the API documentation?
A: Available in the API Docs section of this help center.
Q: I can see Settings → API but there is no option to generate a key, or the section is not visible at all. How do I get API access enabled?
A: API access is not enabled by default for all accounts. To request it:
- Email support.shipping@velocity.in with the subject line "API Access Request"
- Include your account email and a brief description of what you plan to integrate (your OMS, custom automation, etc.)
- The team will review and enable API access on your account, typically within 1 business day
- Once enabled, go to Settings → API to generate your key
Note: API access is available on select plans. If you are on a basic plan, your KAM can advise on plan eligibility.
Q: Does the forward order API return the shipping charge for the shipment?
A: Yes. When you create a shipment via the forward order API or the orchestration/custom API, the response now includes a shipping_charges field with the charge applied to that shipment.
This is useful for:
- Displaying the shipping cost to your team or in your OMS
- Reconciling API-created shipments with your billing records
- Building charge-aware automation (e.g. alerting when a shipment is above a certain cost)
The field is also accepted as an input parameter if you want to pass through a pre-calculated charge from your system. Refer to the API Docs section for the full request/response schema.
5. Common Issues
Q: "Invalid credentials" error even though my password is correct.
A:
- Confirm you're using the correct registered email
- Check for caps lock being on
- Try copy-pasting your password to avoid typos
- Clear browser cache/cookies or try incognito mode
- Try a password reset to set a fresh password
Q: I can log in but can't see certain sections of the dashboard.
A: This is a permissions issue. Ask your admin to check your role in Settings → Users and upgrade it if needed.
Q: The page shows "You don't have permission to make changes."
A: You're logged in as a sub-user without admin rights. Either ask your admin to make the change or to upgrade your role to Admin.
Q: I'm the admin but can't access billing.
A: Possible causes:
- Your account is under a reseller/parent structure — contact your KAM
- Account temporarily restricted due to overdue payments
- Contact support.shipping@velocity.in for assistance
Q: My session keeps logging me out.
A: Sessions expire after a period of inactivity for security. Use the Remember Me option at login (if available) and avoid long periods of idle time on the dashboard.
Q: My account shows as "Inactive" or I'm getting an "Account Inactive" error. What does this mean and how do I fix it?
A: An inactive account is different from a locked account. Here are the common causes:
| Cause | How to Resolve |
|---|---|
| Account was never fully activated post-KYC | Contact support — ops team activates accounts after KYC verification |
| Account was deactivated due to prolonged inactivity | Email support.shipping@velocity.in to request reactivation |
| Account was suspended due to a billing/compliance issue | Check for any outstanding invoices or compliance flags; contact your KAM |
| Sub-user was deactivated by an admin | Ask your account admin to reactivate you in Settings → Users |
To reactivate:
- Email support.shipping@velocity.in with your account email and a description of the "inactive" error you are seeing
- If your account was deactivated for billing reasons, clear any outstanding dues first
- The ops team will reactivate your account once the cause is resolved
Tip: Accounts that have had no shipments for 90+ days may be flagged for review. Logging in and placing a test shipment after reactivation can prevent future auto-deactivation.
Quick Reference
| Task | Who Can Do It | Where |
|---|---|---|
| Add/remove users | Admin only | Settings → Users |
| Reset password | Any user | Login → Forgot Password |
| Change user role | Admin only | Settings → Users |
| Generate API key | Admin only | Settings → API |
| Enable VAS / Automations | Admin only | Settings → Automations |
| Manage billing & wallet | Admin only | Payments section |
| Create/manifest shipments | Admin + Operations | Orders section |
Need Help?
- Email: support.shipping@velocity.in
- Live Chat: Click the chat icon in your dashboard
- Account Manager: For user management and access configuration help