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Support FAQs


Can I add other users to my Gydeline account?

Manage Account Menu

You can add as many users from your organisation as you wish.

In the left hand navigation menu choose Manage Account.

Then select the Users tab and click the “Add user” button.






Can I change the primary user?

Yes. Please contact us via our support site and “Submit a support ticket” – we will happy to make the change.  We will, of course, need to confirm that you hold an appropriate role and authority in your organisation before we make any changes.

How do I change/reset my Gydeline account password?

The top right corner of each screen within the Gydeline system has a drop down list from which you can select Update Password.

How do I report an issue with my Gydeline account?

Visit our support site to search for a solution or to submit a request for help.  You can also email

I have been added as a new user but I’m not receiving texts and can’t login

When you were setup by the primary user they may have entered your number incorrectly.  If you ask them to delete and recreate your account you will get another invitation email.  Alternatively, are you able to receive SMS texts in your location?  If not, you will not be able to login unless you can use an internet-based text message service (e.g. iMessage)

What is meant by primary user?

The primary user is the user who has the ability to add other users and manage your billing and subscriptions. This is usually the first person from your organisation to signup to Gydeline.

What support do you offer?

You can get help with using Gydeline, Managing your account or becoming compliant in a number of ways. We offer live chat, support requests, Frequently Asked Questions (FAQs), and our ever-growing stable of Brand Partners. All can be accessed via our support site.

We do offer additional services to help you fill any resource shortfalls you may find.

When is support available?

Our support times are Monday to Friday 9:00-17:00 GMT/BST.  During these times we are able to answer chat requests from the website and respond to your support requests.

You can log a support request whenever you need to by going to

Support Request Form

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