Account Access, Login, and User Management

Unable to log in, reset password, or access account

• If you are unable to log in or reset your password, try using the 'forgot password' option on the SWTCH app. The new password must be at least 10 characters long and include a capital letter, a number, and a symbol.
• If you are unable to log in after changing your password, try logging in using your Google account if your SWTCH account was created with Google authentication.
• If you have changed your email address, ensure you are using the correct email to log in, as login issues may occur if the email does not match the one associated with your SWTCH account.

Account ownership, email confusion, and user permissions

• If you are unable to log in or reset your password, try logging in using the Google or Apple account option associated with your email address.
• To update the main contact or ownership of a charger, the support team requires confirmation of the new owner's email address associated with their SWTCH account, and may request confirmation from both parties before making the change.
• If there is confusion about which email address is associated with a SWTCH account, users are advised to check the email used to create the account, including whether they signed up with an Apple ID, Google account, or another email, and to verify this in the app under the Profile section.
• When a user requests a change in account ownership or main contact for a charger, the support team can update the account so that the new contact is responsible for future billing, while existing user access and billing arrangements can remain unaffected if requested.

Adding, removing, or authorizing users and drivers

• To add a new user as an authorized driver in the SWTCH Portal, the user must first create an account using the SWTCH Portal sign-up page. Once the account is created, an authorized manager can search for the user's email address in the Users Tab and add them as an authorized driver.
• If you are unable to authorize a user through the SWTCH Portal due to a system issue, you can provide the user's email address to SWTCH Support, and the support team can manually add the user as an authorized driver while the issue is being investigated.

• If you experience issues authorizing users in the SWTCH Portal, the support team may request screenshots or a screen recording of the authorization process and the admin dashboard to assist the development team in diagnosing the problem.