🔐 Authorised Contacts & Permissions for Pickle Business Accounts

What this article covers

How to:

• Add or remove authorised contacts

• Understand access levels (Account Owner, Full, Limited)

• Keep your business account secure

• Handle staff changes and third-party support

Why authorised contacts matter

Authorised contacts control who can:

• Raise faults and tickets

• Make billing enquiries

• Request plan changes or service modifications

• Request ports, number changes, and service transfers

This protects your account from unauthorised changes.

Pickle permission levels (business)

🧩 Account Owner

• Primary administrator for the business account

• Can add/remove/change other contacts’ permissions

• Receives key account notifications

✅ Full Authority

Typically can:

• Manage services (adds/changes/disconnects)

• Manage billing enquiries

• Raise faults and requests

• Coordinate changes that may affect service availability

🟡 Limited Authority

Typically can:

• Raise faults and support requests

• Make general service/billing enquiries

• Assist with low-risk tasks (some changes may require Full Authority/Account Owner)

For high-impact actions (changes that affect ownership, incur fees, or materially change services), we may require the Account Owner or Full Authority contact.

Adding an authorised contact

To add a contact, we’ll ask the Account Owner (or appropriately authorised person) to:

• Confirm consent

• Provide the person’s details so we can link them correctly

• Choose the permission level

Tip: If the person already exists in our system, we’ll link them (to avoid duplicate profiles).

Removing an authorised contact

We recommend removing access when:

• A staff member leaves

• An external IT provider is no longer engaged

• You suspect someone has unauthorised access

Once removed, the person can no longer manage services or request changes.

Third-party support (IT providers, translators, advocates)

If someone is assisting in a call/chat:

• They can help during the conversation

• But key actions still require confirmation from an authorised contact

If you want them to manage the account ongoing:

• Add them as an authorised contact at the appropriate level.

If someone isn’t authorised

Pickle can still accept:

• Fault reports (without disclosing account details)

• Safety-related reports (e.g., “lift phone down”)

But we won’t:

• Share invoices, service identifiers, or account details

• Make service or billing changes