Managing Serve users and permissions

What is a Serve user and how is it different from a Hub user?

You might be thinking, "I already have a Hub login, so is this for me?" The answer is, absolutely! While you already have a Hub profile, your Serve profile fulfills a unique and complementary purpose. This means even if you have a Hub login, and regularly use Lexer’s CDP, you’ll still need to create a Serve profile to be able to access Serve. 

Everyone that intends to use Serve will need a Serve user profile.

What do I need to set up a Serve user?

There are a few key different requirements for the set up of a Serve user compared to a Hub user. The biggest difference is there is no requirement for an email address for Serve users. Instead of using this for unification and verification purposes, Serve users require a mobile number. 


Hub user

Serve user

Email address

First + last name

Mobile phone

4-digit PIN


✅(Serve group only)


Created in the Hub

Adding Serve users

Now that we understand the difference between user types, let’s add a Serve user. 

  1. Navigate to Manage > Team.
  2. On the left side of the page, click on Our Team.
  3. In the Manage Our Team page, click on the + New Serve User button at the bottom of the page.

        4. Fill in the required fields with your new Serve user: Name, Phone number, the relevant Time zone and the group “Serve: User”.

        5. Click Save. The user will then be required to verify their account when they log in to Serve for the first time. 

Verify a Serve profile

  1. To verify your profile, sign in to Serve. 
  2. Select any store. 
  3. Select your user profile. 
  4. You will be asked to “Enter your number”. Choose the appropriate country code, add your mobile number and click “Send verification code”.
  5. Enter your verification code and you’re done!
  1. Enter the verification code that was sent to your Serve user. If verified correctly, your Serve user will be sent their PIN, once verified via SMS (shown below). This should be kept secure and is intended for the user alone. 
  1. Enter the PIN to log in to Serve. 

Resetting a serve user PIN

Your Serve user might need to reset their password for any number of reasons. Someone may have learnt their PIN, they may have forgotten the PIN and cannot find it in their messages, or you might like to regularly update your user's PIN for added security. Whatever the reason, resetting a Serve user’s PIN is super easy. 

There are two ways this can be done. 

Within Serve: 

  1. When the Serve user is prompted with their login screen, there is a Forgot PIN link beneath the number pad. Click on this link. 
  1. The Serve user then needs to add their mobile number and click Send Verification Code
  2. The user then needs to add the verification code that was sent to their mobile. 
  1. A new PIN will be sent to their device, ready for them to login. 

You can also prompt a PIN reset from within the Hub:

  1. Navigate to Manage > Team.
  2. On the left side of the page, click on Our Team.
  3. Search for the user you would like to reset. 
  4. Click on the user’s profile to open the Edit serve user settings.
  5. On the right side of the user's PIN click on Reset PIN. The user will be sent another new PIN via SMS. 

Removing Serve users

Need to remove a user? Follow these simples steps:

  1. Navigate to Manage > Team.
  2. On the left side of the page, click on Our Team.
  3. Search for your user and click on their profile.
  4. Click on the Archive button on the bottom left of the screen. 
  1. A pop us will ask “Are you sure?”, if the user details are correct, click ARCHIVE.

That’s a wrap!

Your Serve profiles are all set up! This article covered what a Serve user is, who needs a Serve profile, and how to add a new Serve profile in the Hub. What’s next? Log in to Serve using your new profile and give your customers an awesome personalized shopping experience. Please don’t hesitate to reach out to Lexer Support using the chat in the bottom right side of the page. 

January 24, 2024
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