# User access

You always start by creating a personal account identity in the admin portal. That identity is then granted access to one or more tenants. This split is intentional, and it explains why a successful sign-in does not always mean you can access a tenant.

{% hint style="info" %}
If you can sign in but see no tenant, your account exists but is not assigned yet.
{% endhint %}

### Create an admin account

{% stepper %}
{% step %}

#### Open the admin portal

Open <https://admin.thewalletcrew.io/>. This is where you sign up and sign in to the administration console.
{% endstep %}

{% step %}

#### Sign up

Start the sign-up flow and choose your method (Google, Microsoft, or email + password). When you finish, your account exists, but it may still be waiting for tenant assignment.

![Admin sign-up screen](https://3566051324-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWLc8AHXW4tdrAXUBfrYF%2Fuploads%2FZ4luOD94DbjKIulNWoGJ%2Fimage.png?alt=media\&token=f3f7f752-5fef-4b74-8e2c-38de2140ee54)
{% endstep %}
{% endstepper %}

{% hint style="info" %}
Use your work email. It makes access assignment faster.
{% endhint %}

### Get access to a tenant

Signing up creates your identity. Tenant access is granted separately. An existing tenant admin assigns your account to the tenant, and in some setups Wallet Crew support performs the initial assignment.

### Security and authentication

Admin authentication is handled by [Auth0](https://auth0.com/). The Wallet Crew does not store your password. When you sign in, Auth0 issues a JWT and the admin console uses it to authenticate your session.

### Multi-factor authentication (MFA)

MFA is supported through Auth0. MFA enforcement and configuration are managed by an administrator, so availability depends on your tenant setup. If you need MFA enabled and cannot find the setting, contact your tenant admin or Wallet Crew support.

### FAQ

<details>

<summary>I can sign in, but I see no tenant. What’s happening?</summary>

Your admin identity exists, but it is not assigned to any tenant yet. Ask an existing tenant admin to grant access, or contact Wallet Crew support if they handle first-time onboarding for your organization.

</details>

<details>

<summary>I can access a tenant, but I can’t see Settings. Why?</summary>

Your identity is assigned, but your permissions are limited in that tenant. Ask a tenant admin to review your access level and grant the needed permissions.

</details>

<details>

<summary>Do I need separate access for staging (QA) and production?</summary>

No. Access is granted at the tenant level, not per environment. Once a user is assigned to a tenant, they can access that tenant in production and in staging (QA).

</details>

<details>

<summary>Does signing up automatically create a tenant?</summary>

No. Signing up only creates your admin identity. Tenants are provisioned separately, and you only see them once your identity is assigned.

</details>

<details>

<summary>Can I access multiple tenants with the same account?</summary>

Yes. One identity can be assigned to multiple tenants. Permissions can differ per tenant, so don’t assume the same access everywhere.

</details>

<details>

<summary>Should I use my work email or a personal email?</summary>

Use your work email whenever possible. It makes approvals, auditing, and support troubleshooting much easier, especially when access is managed by domain or corporate identity providers.

</details>

<details>

<summary>Can I enable MFA myself?</summary>

It depends on your setup. MFA is supported through Auth0, but enforcement and configuration are managed by an administrator. If you need MFA and can’t enable it, ask The Wallet Crew support.

</details>

<details>

<summary>I picked the wrong sign-in method (Google vs Microsoft vs email). Can I change it later?</summary>

Avoid signing up again with a different method, because it can create a second identity. If you must switch methods, contact The Wallet Crew support so access can be reassigned safely.

</details>