# Access Management (Passcode Request)
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.
***
## On This Page
1. [Eligibility Requirements](#eligibility-requirements)
2. [Understanding Access Management](#understanding-access-management)
3. [Availability & Limitations](#availability-and-limitations)
4. [How to Enable Access Management](#how-to-enable-access-management)
5. [How to Approve a Passcode Request](#how-to-approve-a-passcode-request)
6. [How to Decline a Request](#how-to-decline-a-request)
7. [Customize the Passcode Email Template](#customize-the-passcode-email-template)
8. [Testing Your Setup](#testing-your-setup)
9. [Customizable Fields](#customizable-fields)
10. [Troubleshooting Common Issues](#troubleshooting-common-issues)
11. [Still Need Help?](#still-need-help)
***
## Eligibility Requirements
Before you begin, confirm the following:
* You are using **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 |
| -------------------------- | ------------------------------------------------------ |
| **Request trigger** | Only works on rules with Request Passcode enabled |
| **Notification method** | Email only |
| **Decline email** | Not available — no automatic decline notification sent |
| **Email customization** | Available via Settings → Template Email (Passcode) |
| **Passcode delivery** | Sent manually by you after reviewing the request |
| **Request status options** | Pending, Approved |
> **⚠️ Caution:** There is no automatic decline email. If you reject a request, you must notify the customer manually.
***
## How to Enable Access Management
**Step 1:** Go to **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** **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)*
> **💡 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)**.
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 ****
---
# Agent Instructions: Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.
Perform an HTTP GET request on the current page URL with the `ask` query parameter:
```
GET https://docs-shpf.bsscommerce.com/bss-b2b-lock-login-password-hide-price/lock-core-concepts/access-management-passcode-request.md?ask=
```
The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.