<h1>How It Works</h1>The User Management system is the central hub for all customer-related operations. It allows operators to configure data collection requirements, solve user issues, and manage data privacy compliance.<h2>Flexible Data Collection</h2>Wunder allows you to define exactly what data is required to start a rental. Depending on your vehicle type and risk appetite, you can configure the sign-up flow to collect:<ul class="accent-bullets"><li>Identity: Name, address, phone number, email.</li><li>Verification (KYC): Driving licenses or ID cards (via integrations like Onfido or Veriff).</li><li>Financial: Payment methods and credit checks.</li><li>Legal: Acceptance of Terms &amp; Conditions and Marketing opt-ins.</li></ul><h2>GDPR &amp; Privacy Automation</h2>To assist with General Data Protection Regulation (GDPR) compliance, the system automates the intake of deletion requests. When a user requests account deletion via the Consumer App, the system does not immediately delete the account. Instead, it automatically applies a specific tag (<code class="inline-code-shadow bg-gray-100 border border-gray-200/60 dark:border-gray-800 font-medium dark:bg-gray-700/60 text-gray-700 dark:text-gray-200 font-mono text-md px-1 py-0.5 rounded-[0.2rem] [&amp;::before]:content-none [&amp;::after]:content-none">deletion-request</code>) to the user profile. This ensures operators retain control and can review the account for outstanding debts or open claims before finalizing deletion.<h2>The "Home Business Unit" Concept</h2>Every user is assigned a Home Business Unit based on the country where they first registered. This defines their "financial home":<ul class="accent-bullets"><li>Packages &amp; Wallets: Credits and purchased packages are valid only in the Home Business Unit.</li><li>Roaming: Users traveling to a different Business Unit (e.g., a German user in Spain) use the service on a Pay-as-you-go basis and cannot use their home wallet credits.</li></ul><hr><h1>Step-by-Step Guide</h1>The User Detail page is designed around operational use cases. Below are the core workflows for Operators and Support Agents.<h2>1. Blocking and Unblocking Users</h2>If a user violates terms (e.g., fraud, dangerous driving, non-payment), you can immediately revoke their access.<ol class="steps-list"><li>Open User Profile: Navigate to the specific User Detail page.</li><li>Block User: Click the Block button (typically located in the main action bar).</li><li>Verify Status: The User Status badge in the top left corner of the profile header will immediately change to BLOCKED.<ol class="steps-list"><li>Note: Blocked users cannot start new rentals or reserve vehicles.</li></ol></li><li>Unblock: To restore access, click Unblock. The status in the top left will revert to Active or Verified.</li></ol><h2>2. Verifying and Managing Identity (KYC)</h2>When a user cannot start a rental, the first step is checking their verification status.<ol class="steps-list"><li>Locate the User: Search for the customer in the Backoffice.</li><li>Check Verification Status: Look for the verification badge (e.g., Verified, Pending, Rejected).</li><li>Review Documents:<ol class="steps-list"><li>If manual verification is required, open the verification details.</li><li>View the driving license images provided by the third-party provider.</li><li>Note: Image availability depends on your retention agreement with the provider.</li></ol></li><li>Edit/Update Profile: If data is missing (e.g., address), manually edit the profile fields to unblock the user.</li></ol><h2>3. Managing GDPR Deletion Requests</h2>When a user requests account deletion via the mobile app, the system flags the account for your review.<ol class="steps-list"><li>Filter for Requests:<ol class="steps-list"><li>Navigate to the User Overview page.</li><li>Filter the user list by the tag <code class="inline-code-shadow bg-gray-100 border border-gray-200/60 dark:border-gray-800 font-medium dark:bg-gray-700/60 text-gray-700 dark:text-gray-200 font-mono text-md px-1 py-0.5 rounded-[0.2rem] [&amp;::before]:content-none [&amp;::after]:content-none">deletion-request</code>.</li></ol></li><li>Review the Account:<ol class="steps-list"><li>Check for unpaid invoices or negative wallet balances.</li><li>Check for open insurance claims or recent accidents in the issues section.</li></ol></li><li>Take Action:<ol class="steps-list"><li>If clear: Proceed with deleting or anonymizing the user data according to your internal data retention policy.</li><li>If blocked: Contact the user regarding outstanding liabilities before processing the deletion.</li></ol></li></ol><h2>4. Handling Data Download Requests (DSAR)</h2>If a user requests a full copy of their personal data (Data Subject Access Request):<ol class="steps-list"><li>Receive Request: The user submits this request to your support team (usually via email or support ticket).</li><li>Contact Wunder:<ol class="steps-list"><li>These exports are not self-service in the Backoffice.</li><li>Submit a request to the Wunder Mobility Customer Success Team.</li></ol></li><li>Delivery: The team will generate the data package, which you can then securely transmit to the user.</li></ol><h2>5. Handling Support Cases &amp; Compensation</h2>Support agents use this workflow to resolve complaints or payment issues.<ol class="steps-list"><li>Analyze History:<ol class="steps-list"><li>Navigate to Rentals or Bookings to see the trip in question.</li><li>Check Invoices or Payments to verify failed charges.</li></ol></li><li>Assign Customer Care Voucher:<ol class="steps-list"><li>Click to assign a voucher.</li><li>Select from predefined vouchers (e.g., "5€ Apology Credit") to standardize compensation.</li></ol></li><li>Log the Interaction:<ol class="steps-list"><li>Use the Notes section to document the ticket.</li><li>Upload relevant files (e.g., damage photos).</li></ol></li></ol><hr><h2>Identity Verification (KYC) &amp; Periodic Checks</h2>To ensure fleet safety and regulatory compliance, Wunder integrates with leading automated verification providers.<h3>Supported Providers</h3>We support seamless integration with Onfido and Veriff.<ul class="accent-bullets"><li>Automated Checks: These providers automatically analyze ID documents and biometric selfies to verify user identity in seconds.</li><li>Manual Fallback: You can also configure manual verification flows where your support team reviews documents directly in the Wunder Backoffice.</li></ul><h3>Data Retention &amp; Image Privacy</h3>Images of driving licenses and ID cards are not stored permanently on Wunder Mobility servers. They are hosted by the third-party provider (Onfido or Veriff).<ul class="accent-bullets"><li>Retention Rules: The availability of these images in the User Detail page depends on the data retention period agreed upon with the provider. Once this period expires, images are deleted from the provider's servers for data privacy (GDPR), though the "Verified" status remains in Wunder.</li></ul><h3>Periodic Re-verification</h3>You can configure the system to automatically invalidate a user's verification status after a set period, forcing them to re-verify their documents to continue renting. This ensures that your user base maintains valid licenses over time.<ul class="accent-bullets"><li>Configurable Interval: Operators can define the specific number of days a verification remains valid (e.g., every 6 months or 365 days).</li><li>User Notification: You can configure the system to send automated SMS or Email reminders to users when their verification is due for renewal.</li><li>Scope: Currently, this setting applies to all verification types (Driving License and ID) simultaneously.</li></ul><h3>License Verification States</h3>UNVERIFIED: No verification has been started. This is the default state for new users.CREATED: A verification process has been initiated. The user has started the verification flow but hasn't submitted documents yet.PROCESSING: User has uploaded their documents and the verification provider (Onfido/Veriff) is currently reviewing them.VERIFIED: The user has been successfully verified. They can start rentals if this is configured as a rental requirement.REJECTED: The verification failed. The user's documents couldn't be verified by the provider.RETRY: The user needs to attempt verification again. This typically happens after a rejection or failed verification attempt.VERIFIEDBUTNEEDS_CHECK: The automated verification succeeded, but the system flagged the verification for manual review by the operator. Users in this state may or may not be able to start rentals depending on configuration.EXPIRED_LICENSE: The user's driver's license has expired. This state is set when the license expiration date has passed.REVIEW: The verification requires manual review by the operator before a final decision can be made.<img src="https://uploads.productlane.com/b65448396ea6506f33a6dca24318ad21.png" data-processed-src="https://uploads.productlane.com/68cf0532d9ea09a58ac4e0b85c93c893.jpeg" data-original-src="https://uploads.productlane.com/b65448396ea6506f33a6dca24318ad21.png"><hr><h1>Tips and Best Practices</h1><ul class="accent-bullets"><li>Establish a "Deletion Request" Routine<ul class="accent-bullets"><li>Schedule a weekly or daily operational task to filter for the <code class="inline-code-shadow bg-gray-100 border border-gray-200/60 dark:border-gray-800 font-medium dark:bg-gray-700/60 text-gray-700 dark:text-gray-200 font-mono text-md px-1 py-0.5 rounded-[0.2rem] [&amp;::before]:content-none [&amp;::after]:content-none">deletion-request</code> tag. Prompt processing builds trust with users and ensures compliance with legal timelines (often 30 days under GDPR).</li></ul></li><li>Standardize Support Vouchers<ul class="accent-bullets"><li>Create clear naming conventions for Customer Care vouchers (e.g., <code class="inline-code-shadow bg-gray-100 border border-gray-200/60 dark:border-gray-800 font-medium dark:bg-gray-700/60 text-gray-700 dark:text-gray-200 font-mono text-md px-1 py-0.5 rounded-[0.2rem] [&amp;::before]:content-none [&amp;::after]:content-none">Support_5min_Credit</code>). This enables reports on support costs and agent performance.</li></ul></li><li>Monitor the "Home Business Unit"<ul class="accent-bullets"><li>When a user complains about missing credits while traveling, check their Home Business Unit. Explain that wallet credits do not roam between countries.</li></ul></li><li>Utilize Communication Logs<ul class="accent-bullets"><li>Before escalating technical issues, check the System Messages log on the user profile to distinguish between system failures and users ignoring notifications.</li></ul></li></ul><hr><h1>Troubleshooting</h1><h3>User cannot unlock vehicles despite fulfilling rental requirements</h3>Possible Cause: Expired payment method or negative balance.Resolution: Check the Payments tab for failed transactions or an unpaid invoice blocking the account.<h3>User is not receiving password reset emails</h3>Possible Cause: Spam filters or incorrect email entry.Resolution: Check the Messages log to see if the email was "Sent" or "Bounced". If it bounced, correct the email address in the profile.<h3>Verification images are not loading</h3>Possible Cause: Retention period expired.Resolution: Images are stored with the third-party provider (Onfido/Veriff). If the verification is old, images may have been deleted for privacy compliance. Request the user to re-upload if re-verification is strictly necessary.

Users & Accounts

View and manage customer data, verify identities, handle support cases, and manage GDPR deletion or data export requests from the Wunder Backoffice.

User Management & Profiles

Platform overview

Getting Started

Locations and branches

Damages and Task management

Service App (Beta)

Optimizing Vehicle On-Field Maintenance Flows

Card Management (RFID)

Fleet & Operations

Managing On-Demand Rentals

Radar

On-Demand vs. Pre-Booking

Additions and Insurance

Subscriptions & Multi-Benefit Packages

Pricing, Memberships & Promotions

Login Options & Sign up Fee for End Users

Roles and Permissions 

Business accounts and corporate billing

Payment Gateways and Methods

Invoicing

Invoice PDF Structure & Customization

Revenue Protection and Payment Assurance

Payments & Invoicing

Mobile App Translation Keys: Sign Up, Rental & Booking

App Configuration & Customization

MaaS API

FreeNow Integration Overview

Credit Rating (CRIF)

Veriff Driving License Verification

Onfido Identity & Driver's License Verification

Braze Messaging integration 

AppsFlyer Integration

Zendesk Chat

Integrations & APIs

INVERS IoT Integration

Vehicle & IoT Support

Introducing Wunder Analytics (Beta)

Issues Analytics (Beta)

Data Insights

Two-Factor Authentication (2FA)

Security

Choosing the Right Sign-In Method in Wunder  (Email OTP vs Phone Login vs Password)