User Name & Email Editing Restrictions

To maintain data integrity, comply with our Terms, and prevent account sharing, Gearbox has introduced new restrictions on editing user information and clarified how user verification applies to support requests and training bookings.

Effective Date

Effective date: 5th November 2025

After this date, First Name, Last Name, and Email will be locked once a user account is created. To request a change, please contact [e-mail].

What’s Changing

• Locked identity fields: First Name, Last Name, and Email become read-only after account creation.
• Restricted updates: Only Gearbox Support can modify these fields upon verified request.

Why This Change

• Data accuracy: Helps ensure all historical records, audit logs, and reports remain linked to the correct individual users. This provides clear accountability and traceability across inspections, compliance records, and maintenance history.

• Security: Protects your organisation and its data by eliminating shared or anonymous user access — one of the leading causes of data breaches.
  Shared or role-based accounts (e.g. Fleet Admin, Compliance, Workshop) make it impossible to verify who is accessing your system and can allow former employees or unauthorised users to gain entry using old credentials.

By ensuring each user is a named and verified individual, Gearbox can:

• Reduce the risk of unauthorised access or data misuse.

• Maintain clearer visibility over user activity and actions.

• Strengthen audit trails for investigations or incident response.

• Help your organisation meet its data protection obligations under privacy, insurance, and audit requirements.
  This change significantly reduces the risk of accidental or malicious data exposure, helping protect both your business and Gearbox from potential breach-related issues.

• Compliance:
  Aligns with the Gearbox Terms of Service and data security standards requiring that all users be registered and verifiable. This supports your organisation’s compliance efforts and helps ensure all activity within your system can be linked to an identifiable user.

• Support & Training verification:
  Gearbox can only act on system, data, or tenant-access requests for support or training when the requestor is a verified user.
  Training sessions that require access to your system must be requested by a verified user, and all participants must be registered named users in your Gearbox system. We won’t access or share data unless all attendees are verifiable.

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Naming Requirements (Must Use a Real Person’s Identity)

Each user account must represent an identifiable individual. Role-based or shared names (for example, “Fleet Admin”, “Compliance”, “Workshop Transport”) are not permitted.

✅ Allowed examples (real people)

• Jordan Nguyen
• Ashley Smith
• Mia Patel

❌ Not Supported (generic or non-identifiable)

• Fleet / Compliance
• Fleet / Admin
• Fleet / Administrator
• Workshop / Transport
• Any name using: Admin, Administrator, Compliance, Accounts, Support, IT, Ops, Service, Warehouse, Team, User, Test, Demo
• Emails or company names used as names (e.g., [e-mail])

These names cannot be verified as representing a real individual, which affects data integrity and auditability.

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Verified User Requirements for Support & Training Requests

Any request that requires access to your Gearbox system or data — including support actions and training sessions — must come from a verified user account.

A verified user is one whose:

• First and last name match their user record in the Gearbox system; and
• Email address matches the one listed under their user profile in that same system.

We can provide general product information to non-users (e.g., training availability or feature questions), but we cannot access your tenant or act on data/configuration unless:

• The request is sent from a verified user’s email address; and
• The sender’s name matches the registered user name in the Gearbox system.

Examples

• Support: Only a verified Gearbox Admin can authorise sensitive actions (e.g., data deletion, user access changes, configuration updates).

• Training: If the session requires tenant access (e.g. configuration walkthroughs, data reviews, or live demonstrations), the booking must be requested by a verified user.

  Gearbox will not access or share system data without a verified requestor who will also attend the session.

  Additionally, all participants joining the session must be named users who are registered and active within your Gearbox system.

  This approach helps us verify identities, safeguard customer data, and provide support only to authorised users.

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Reusing an Email Address After an Employee Leaves

Yes — an email address can be reused for a new employee, but only after Gearbox archives the old (inactive) user’s email.

Why: The email address is a unique identity field. Reassigning it directly to another person would affect historical records.

How to Reuse an Email Safely

1. Deactivate the departing user (do not rename or reuse their account).
2. Contact Gearbox Support to archive the inactive user’s email. We will replace the old user’s email with an archive alias (for example, [e-mail]) and log the change.
3. Once confirmed, create a new user using the original email address (for example, [e-mail]).

This preserves the old user’s data and audit trail while allowing the new staff member to use the same email address.

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How This Affects Common Scenarios

Scenario	What to Do
Need to fix a typo in a name or email	Contact Gearbox Support. We’ll verify and update the details for you.
An employee leaves your company	Deactivate the old user and create a new user for the replacement. Do not rename or reuse the old account.
Need to reuse a legitimate business email (e.g., [e-mail])	Deactivate the old user and contact Gearbox to archive the inactive email before recreating it.
Book training that requires tenant access	Request must come from (or be approved by) a verified user. We can discuss logistics with non-users but won’t access your system.
Want to use a shared address (e.g., “Fleet Compliance”)	Not supported. Each user must be a verifiable individual. Shared/generic names or inboxes cannot be used for access requests.

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FAQs

Can admins still reset passwords or update permissions?

Yes. Password resets and permissions remain under admin control. Only name and email changes are restricted.

What happens when someone leaves?

Their historical data remains linked to their user record. Create a new account for replacements to maintain accurate history.

Why can’t we rename users?

Renaming affects audit trails and accountability. Each account must remain permanently linked to its original user.

Can we reuse the same email address for a new employee?

Yes. Deactivate the old user and contact Gearbox Support to archive their email. Once archived, you can reuse that email for the new user.

Can non-users book training?

If the training involves accessing your tenant or data, the booking must be requested or approved by a verified user with a matching name and email in your Gearbox system.

Can requests come from a shared inbox or generic account?

Requests that require access to your data (support or training) must come from a verified user account with a real first and last name listed in your Gearbox system.

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Support & Verification

Support and training actions are only provided to registered, verifiable users with no outstanding account balances. Gearbox reserves the right to limit assistance where a user’s identity cannot be verified.

To request a name or email update, or to verify a user for training or support, email [e-mail] and include:

• Your organisation name and your role
• Existing user’s username or email
• The exact change or action requested
• Confirmation that you understand changes/actions are logged and verified

Summary of Changes

• Locked identity fields after user creation (First Name, Last Name, Email)
• Edits only by Gearbox after verification
• No generic or shared names allowed
• Email reuse supported via Gearbox Support once inactive user’s email is archived
• All data-access requests for support or training must come from verified named users with matching name and email in the system