Update your profile and open a workspace¶
Use this guide when you already have a Zerohive account and need to change your details, choose an organization or understand why a product will not open. If you are still joining an organization, start with the account and invitation guide.
Draft availability: These instructions follow the intended journeys in the final designs. The frontend is still being built; current differences are explained where they affect a task. In particular, ending guided help is designed but not connected in the profile. Application availability and connected workspace entry still need environment verification. This draft still needs a live environment walkthrough and reader review.
Before you start¶
Sign in to the account associated with your membership. Keep access to its email if the organization requires an entry code. If you work with several organizations, confirm the workspace name before opening a product or asking someone to change your access.
Your profile can be opened from Profile in Workspace Access. It is an account page: you do not need to select an organization first. Its My profile heading identifies the current account and displays email verification, extra-verification status and a workspace count. The count can include suspended or blocked workspaces; it is not a count of products ready to use.
Change your personal details¶
- Open Profile, then find Personal details.
- Enter your First name and Last name. Both are required. Add or change Middle name (optional) and Phone number as needed.
- Choose Country from the loaded list. If it says the country list is unavailable, refresh later; the existing country is retained.
- Choose your Timezone from the app's list. Use the zone that should apply to your account, such as
Africa/Lagoswhen appropriate. - If appropriate, enter a Profile photo link (optional). This takes an image link, not a file attachment. The profile summary currently uses your initials, so that summary is not a photo preview.
- Select Save changes, wait for Profile updated, then review the displayed values.
Each name can contain up to 100 characters, the phone number up to 20, and the photo link up to 500. The form may only report a general save failure when a value exceeds a storage limit. The current timezone list is limited to your saved value, Africa/Lagos and UTC. If your intended zone is unavailable, ask support about that limitation; do not choose an incorrect zone merely to get past a save problem.
The sign-in email remains unchanged. Changing your personal country does not move your organization's location, change its plan or update billing details. The shared profile also does not replace employee information maintained within an organization.
Remove or correct a value¶
You can clear the middle name while retaining the required first and last names. Clearing the phone or photo field currently leaves the previous saved value in place; the browser does not send an empty update for those fields. The country selector has no removal choice. If you need a value removed and the form cannot do it, explain that specific request to support. Do not enter made-up data to simulate removal.
If Profile needs attention appears, read the message and compare each field with the intended value. The final design includes a timezone-correction example; a general save failure does not establish that timezone is the cause. Reopen the page to check what saved. Some changes may already have succeeded because the current form saves them separately. Correct the remaining fields and retry once the cause is understood. A success banner alone is not a guarantee that other products have refreshed their copies.
Choose optional email updates¶
The adjacent Email updates tab controls optional leave and group-membership emails for your account across workspaces. Use Choose your email updates for loading, saving, checking the result and recovery. Those preferences do not change workspace access, business responsibilities or important service-message categories.
Choose or switch a workspace¶
- Open Workspace Access and its Workspaces tab.
- Find the organization by its name and access label. Check that you are using the expected account if it is missing.
- Select Open this workspace.
- Wait while the workspace opens. Complete email verification if prompted. Otherwise, expect the selected workspace's product chooser or an explanation that access needs attention.
- On Choose what to open in …, confirm the organization name and use an available product or administration action.
To switch, use Back to Workspace Access and open the other organization. Your permissions are checked for the new workspace. An administrator label in the first workspace does not carry over. Existing membership in one organization also does not approve a pending invitation to another.
Ready is not a final access decision. If workspace access cannot be checked, refresh Workspace Access and try again after the service recovers. If entry is denied, use the steps below rather than repeatedly following an old product bookmark. The current application can use the organization's supplied plan summary; missing or invalid plan information must not be treated as a Starter plan or confirmed access. A countdown alone cannot establish access, and an available plan does not replace membership or product permission checks. Complete display and delivery checks remain pending.
If No Workspace Access appears, use Review invitations for an existing offer or Join requests to check or request membership. Create workspace starts a separate organization; choose it only if that is your intention. Authorized platform staff may see a Platform Console Portal even without an ordinary workspace. If it says Set up MFA first, follow the extra-verification steps and return to the access hub. The console option itself does not grant a staff role.
Complete workspace email verification¶
When Enter your 6-digit code appears, check the email account named on the screen. Enter the newest code and select Verify and continue. Keep the screen open while checking your email.
Select Send a new code if necessary, then discard older codes for that workspace. A code expires after 30 minutes. A code requested for another workspace cannot complete this workspace's verification. Do not use an account activation code in this field.
If your membership or the organization's rules changed while you were checking email, verification may still fail. Return to Workspace Access and ask the organization administrator to confirm access. A new code cannot reactivate a membership or bypass an email-domain rule.
Understand the choices you see¶
| Choice or message | Meaning and next step |
|---|---|
| Open WorkOS or Open Hive Orbit | The final design offers the corresponding product destination. The current app may label the latter Open HiveOrbit. Entry still depends on valid account, workspace, product access and environment availability |
| Not available in this environment | That frontend is disabled here. Ask the rollout owner which environment is supported; a licence alone cannot enable it |
| Not ready yet | This chooser has no implemented application destination for the listed product |
| Tenant Admin Console → Open Tenant Admin | Organization administration for an administrator or organization head, when that application is enabled. Ordinary members do not gain these controls by opening the same workspace |
| Platform Console Portal → Open Platform Console | Separately authorized platform staff access; managing your own workspace does not grant this role. The current app also uses the shorter label Platform Console |
| Payment required or Workspace paused | The workspace is restricted. Ask its administrator to establish the actual cause before taking a payment or recovery action |
When a workspace is selected, the current application excludes inactive or revoked product grants from its new choices. Saved choices can still lag behind a later assignment change. Return to Workspace Access and select the workspace again when access changes; if a product still denies entry, ask the administrator to check the current assignment. A visible card or Ready badge is not confirmation of current permission.
Resolve common problems¶
| What happened | What to do |
|---|---|
| The profile sends you back to sign-in | Sign in again. A failed profile lookup also uses this redirect, so a repeated loop needs support investigation |
| The country list is unavailable | Refresh when the service is available. The existing country is preserved; do not substitute a different country |
| A cleared phone number or photo reappears | The current form skips empty values. Ask support about removal instead of repeatedly saving an empty field |
| Only some profile changes appear | Reload and inspect all changed fields. Separate saves can partially succeed; state exactly which values remain incorrect |
| An expected workspace is missing | Verify your sign-in email, invitation acceptance or request approval. Ask the administrator to check current membership and workspace state |
| The workspace is visible but blocked | Ask the administrator to check membership, assigned branch and allowed-email rules. Selecting another card or changing your name cannot resolve those controls |
| Workspace not available appears | Return to Workspace Access and try again after any temporary failure clears. Persistent failures need administrator or support investigation; the generic message does not identify the cause |
| Verification returns to an error state | Use the newest code for that workspace or request a replacement. Ask for access review if the account, membership or policy changed |
| A newly joined workspace will not reach its product chooser | Refresh Workspace Access. The chooser also relies on the saved sign-in organization list; signing out and back in may refresh it. Contact support if the mismatch remains |
| A product returns to workspace selection | Confirm the correct workspace, current sign-in and active product assignment. Open it through Workspace Access instead of an old bookmark |
| A suspended workspace says payment is needed | Ask the administrator to establish the actual cause. Only a current workspace administrator can enter the restricted recovery session. Payment does not lift a manual or support pause; use the workspace recovery guidance. An ordinary member should ask for help rather than start another payment |
Do not create a replacement account or workspace merely because a list or product entry fails. That creates a separate identity or organization rather than repairing the existing access path.
Use and refresh your Support ID¶
In My profile, find Support ID. Share the current code with the authorized support person handling your request when asked. It participates in guided support, so keep it out of public posts and screenshots shared more widely.
Select Refresh code to replace it. After Support ID refreshed, use the newly displayed code; the previous code no longer works for starting help. Refreshing it does not end a support session already in progress.
End guided help¶
The final design includes an active-help state and an End guided help control. Its intended steps are:
- Open Profile and check for Guided help is active.
- In Support ID, choose End guided help when support no longer needs access.
- Confirm that the active-help message has cleared and that the page reports no guided help in progress.
This control is not connected in the current profile. Ask the authorized support operator to close the session and confirm its end. The current profile also does not provide the designed active-session status, so an absent banner is not proof that a session ended. Do not use Refresh code as a substitute for ending an active session.
Administrator and business follow-up¶
When a member cannot enter, distinguish account sign-in, membership acceptance, branch access, email policy, extra verification, active product assignment and environment availability. Resolve the failed condition through the responsible owner. Profile edits cannot grant an administrator role or restore a suspended organization.
For a rollout review, confirm that a representative member can select the intended organization and enter the required product. A workspace count or a preview screen is not sufficient evidence.
Related tasks¶
Continue with sign-in and extra verification, joining an organization, workspace creation and checkout, or account deactivation and recovery. For help, provide the affected workspace, visible message, approximate time and intended action. Share account identifiers only through the support channel handling your request.