Support
Akuvox Installer Account vs User Account Explained
Cloud and User Management
Summary
Use this guide when you need to explain who should hold the installer account, who should be a day-to-day user, and why those roles should usually stay separate.
Applies to
- Akuvox app and cloud setups
- Akuvox homes and small business installs
- Installers handing systems over to owners or site managers
Difficulty and time
Difficulty: Easy
Estimated time: 10 to 15 minutes to explain and set up correctly
What you will need
- Access to the current Akuvox cloud setup
- Clear site owner or manager details
- List of end users who need answering access
What this guide covers
- Installer account role
- User account role
- Why the handover should be documented
Akuvox systems normally have at least two different account layers in play: the installer or admin side that adds devices and manages the project, and the end-user side that answers calls day to day through SmartPlus or a monitor workflow.
Those roles should not be mixed casually. When every family member or staff user gets the installer login, support gets messier, ownership becomes unclear and accidental changes become more likely.
Before you start
Decide first who should truly own the project or residence and who only needs day-to-day call access.
- Identify the real owner or responsible site contact.
- List the people who need day-to-day app answering.
- Check whether a property manager or installer still holds the primary cloud account.
- Plan how offboarding will work if staff or tenants change.
Do not use the installer login as the everyday family login
The installer or admin account is normally where devices, MAC addresses, projects, residences and deeper settings are managed.
The owner and day-to-day users should usually have their own user accounts for normal answering and unlocking.
Step 1: Use the installer or admin account for device setup
This account normally adds devices by MAC or serial, creates or selects the site or residence, assigns the door station and monitor, and manages the technical structure of the system.
- Keep this account with the installer or the responsible owner admin where appropriate.
- Use it to add, bind and manage devices.
- Use it to create the residence or project structure.
- Do not hand it out casually to every family member or staff user.
Step 2: Use user accounts for daily answering
Family members, reception staff or other day-to-day users should normally receive their own user accounts. That gives a cleaner app path and makes later changes easier.
- Create separate SmartPlus users for each real person who needs access.
- Let each person use their own login on their own phone.
- Give only the access they actually need.
- Remove or change those users cleanly when staffing or occupancy changes.
Step 3: Document the ownership and handover
A quick note on who owns the admin account and who holds user access saves repeated support friction later.
- Record the owner admin email or mobile.
- Record the main devices bound to the site.
- Record which end users were created at handover.
- Make sure the owner knows not to delete or replace the primary admin account casually.
Home install with four family members
Situation: A family wanted four iPhones to ring from one front gate intercom.
Solution used: The installer account was used only to bind the devices and create the residence, then each family member received an individual SmartPlus user account.
Why this was chosen: That avoided giving the whole family the admin login and made later changes much cleaner.
Installation notes: The owner retained the primary account record for future support.
Common mistakes
- Giving every user the installer login.
- Forgetting who holds the true owner account.
- Creating only one shared family app login.
- Letting a contractor or short-term manager retain the primary admin account after handover.
Troubleshooting table
| Symptom | What to check | What to do next |
|---|---|---|
| Phone rings but no one knows who owns the system | No documented owner account | Confirm which email or mobile controls the primary project or residence. |
| Users can answer but settings keep changing | Too many people using the admin account | Move day-to-day users onto proper user accounts and limit admin access. |
| New user cannot be added cleanly | Admin account unavailable or confused | Recover the correct admin path first, then create end-user accounts properly. |
When to contact support
Contact SecurityWholesalers support when the wrong account appears to control the devices, or when the ownership path has become unclear after installation or property handover.
Related support guides
- How to Add Akuvox Devices to the Cloud - Device binding guide.
- How to Create Akuvox SmartPlus App Users - End-user setup guide.
Related buying guides
- Akuvox Intercom Buying Guide - Broader Akuvox system guide.
Relevant product categories
- Akuvox Intercoms - Akuvox intercom category.
Still stuck?
Need help choosing or setting up a system? Contact SecurityWholesalers support with your order number, product model and a clear description of the issue.
Frequently asked questions
-
What is the Akuvox installer account for?
It is normally used to add devices, manage the site or residence, bind hardware and control technical settings.
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What is the user account for?
It is the day-to-day account a family member or staff user would use to answer calls, view visitors and unlock remotely where configured.
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Should the family use the installer login?
Usually no. Separate user accounts are cleaner and safer.
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Why does this matter?
Because clear ownership and user separation make support, offboarding and future expansion easier.
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Can one person hold both roles?
Yes, on some small sites the owner may also hold the admin role, but they should still avoid giving that login to every other user.