Access Management (Passcode Request)

When customers encounter locked content, they shouldn’t hit a dead end. Access Management lets them request a passcode directly from your store, and lets you approve it with just a few clicks.

Storefront page locked with a passcode: Enter passcode to view the page, with Submit

What your customers see on the storefront.

Manage Passcode Requests and Approve Customer Access Automatically

The system handles the email delivery automatically, so you stay in control without the manual back-and-forth.

Availability may vary by plan or setup. Check your current plan before configuring.

💡 Best Practice: Enable email notifications before you start approving requests. Without a notification email set up, you won’t know when a new request comes in, and customers will be left waiting.

Eligibility Requirements

Before you begin, confirm the following:

You are using BSS BSS B2B Lock
You have at least one active lock rule using a Passcode
Request Passcode is enabled inside that lock rule
You have a valid email address to receive request notifications
You have access to Settings in the app dashboard

Understanding Access Management

What it is: Access Management is a built-in request flow that lets customers ask for a passcode when they can’t access locked content. You review the request, approve it, and the app sends the passcode email automatically.

What you can do: Receive request notifications, approve or ignore requests, preview the passcode email before sending, and customize the email template to match your brand.

Where it applies: Only on lock rules where Request Passcode is enabled. Rules without this setting will not trigger the request flow.

Availability & Limitations

Item	Detail
Plan Gate	Available during Trial and on all Paid Plans (restricted on Free Plan)
Request trigger	Only works on rules with Request Passcode enabled
Default filter	Request dashboard defaults to Last 7 days view for fast triage
Notification method	Automated admin notification emails
Email customization	Fully customizable via Settings → Template Email (Passcode) with touchpoint merge tags
Passcode delivery	Approved and sent by merchant with 1 click
Request status options	Pending, Approved

⚠️ Caution: There is no automatic decline email. If you reject a request, you can ignore the entry or notify the customer manually.

How to Enable Access Management

Step 1: Go to BSS BSS B2B Lock → Access Management

Step 2: Enable Email notification

Step 3: Enter the email address where you want to receive request alerts

Step 4: Click Save

Step 5: Go to Locks → Edit Rule → Passcode Request

Step 6: Enable Request Passcode inside the rule

Step 7: Click Save

⚠️ Caution: Both settings must be active: email notification in Access Management AND Request Passcode in the rule. Missing either one will break the flow.

How to Approve a Passcode Request

Once a customer submits a request, here’s how to process it:

Step 1: Go to BSS BSS B2B Lock → Access Management

Step 2: Click the edit icon next to the request showing Pending status

Step 3: Open the Condition ID dropdown and select which passcode to send

Step 4: Click Preview Template to see exactly what the customer will receive (optional but recommended)

Access Management, Passcode Requests: email notification, totals, Request management and Access analytics

💡 Tip: Always use Preview Template before sending to confirm the passcode and email content look correct. You can also click “Click here to edit” at the bottom of the preview to jump directly to the email template editor.

Step 5: Click Send email

The request status will change to Approved and the customer will receive the passcode automatically.

How to Decline a Request

There is currently no one-click decline option. Here is how to handle it:

To silently ignore: Leave the request as Pending: no email will be sent
To remove the request: Click the trash icon to delete it
To notify the customer: Send a manual email from your own email client explaining the decision

⚠️ Note: The app does not send any automatic notification to the customer when a request is declined or deleted. If communication matters to your brand, always follow up manually.

Customize the Passcode Email Template

You can edit the email your customers receive when a passcode is approved. This is useful for matching your brand tone, adding instructions, or writing in another language.

You can access the template editor in two ways: directly from the Preview Template screen by clicking “Click here to edit”, or by going to Settings → Template Email (Passcode).

Settings, Template email: the passcode email content fields and the email preview

Email template settings with customizable field

Step 1: Go to Settings → Template Email (Passcode)

Step 2: Expand the Content Email section

Step 3: Edit the fields you want to update (see table below)

Step 4: Click Save

Customizable Fields

Field	What It Does
Greeting Text	Opening line of the email. Use `{{customer_name}}` to personalize
Introduction Text	Main message explaining what the email is about
Passcode Section Label	Label shown above the passcode in the email
Button Label	Text displayed on the access button
Help / Support Text	Small tip or support note shown below the passcode
Type Help Text	Display style of the help text: Notification, Warning, or Error

💡 Tip: Use {{customer_name}} in the Greeting Text to make the email feel personal. Example: “Hi {{customer_name}}, your access code is ready.”

Testing Your Setup

Step 1: Open your storefront and visit a page protected by a rule with Request Passcode enabled

Step 2: Submit a test passcode request using a test customer account

Step 3: Check that you receive the notification email at the address you configured

Step 4: Go to Access Management, find the request, and approve it

Step 5: Check the test customer’s inbox to confirm the passcode email arrived correctly

Step 6: Confirm the passcode in the email actually unlocks the content

Troubleshooting Common Issues

Not receiving request notification emails

Confirm Email notification is enabled in Access Management
Check that the notification email address is entered correctly
Check your spam or junk folder

Request Passcode option not appearing on the storefront

Confirm Request Passcode is enabled inside the specific lock rule
Confirm the rule is active and applied to the correct page or product

Customer not receiving the passcode email after approval

Ask the customer to check their spam folder
Confirm you clicked Send email and the status changed to Approved
Double-check the email template has no broken variables

Language not displayed as expected in the email

The email language depends on how you configure the template fields
Go to Settings → Template Email (Passcode) and update the content to your desired language manually

Still Need Help?

If Access Management is still not working after trying the steps above, contact the support team with the following details:

Your shop name
The name of the rule using passcode request
A description of the issue
A screenshot of the problem

Reach out via the contact support link in the app, or email [email protected]