To give someone on your team access to Guest Experience Management (GEM), add them from the Users page in GEM settings. On the Add user form you choose which stores they can see, whether they can make changes and which features they can use. This article covers how to add a user, what each setting on the form controls and what to do if adding someone fails.
This article covers GEM only. Adding someone to GEM doesn't give them access in the DoorDash Merchant Portal.
Before you add a user to GEM
Check these before you add someone to GEM:
They have a DoorDash Merchant Portal account. Everyone you add to GEM must already have a Merchant Portal account for your business. If they don't, add them there first. See Add a New User to Your Merchant Portal Account.
You have the Add users permission. Without it, you can't add people to GEM.
You can only give access you have yourself. Stores and features outside your own access appear greyed out on the Add user form.
How to add a user to GEM
In the GEM left sidebar, click Settings, then click Users.
Click Add user.
In Email, enter the email address on the person's Merchant Portal account.
Optionally, choose a Role: Store manager, Store operator, Franchise owner or Corporate administrator.
Under Store access, choose the stores they can see. Select one or more groups in Store groups, pick stores in Stores, or use both.
When you select a store group, Stores fills in the stores in that group.
Under Permissions, choose a User type: Viewer or Editor.
If you chose Editor, open Feature access and select the features they can use, or select Give full access.
Click Add user.
To check that they were added, search for them in the users list.
The new user's access starts right away. They open GEM from the link in their Merchant Portal.
What each setting on the GEM Add user form controls
Setting | What it controls | Options |
Role (optional) | A label for the person's job. It doesn't change what they can do in GEM | Store manager, Store operator, Franchise owner, Corporate administrator |
Store groups | Access to every store in the groups you select | Your store groups. Each one shows its type, such as Brand, Region or Franchisee, and how many stores it has |
Stores | Access to individual stores | Your stores |
User type | Whether the person can view data or make changes | Viewer: can view all data but can't make changes. Editor: can view and make changes |
Feature access | Which actions an Editor can take. It appears after you choose Editor | Give full access, or the specific features you select |
Full access or specific features for a GEM Editor
When you add an Editor to GEM, you choose which features they can use under Feature access:
Give full access includes every current GEM feature and any features added later. Once selected, the field shows Full access.
Specific features gives the Editor only the features you select. Features are grouped by area, such as Automated review responses and Reviews, and you can search the list. An Editor with specific features doesn't get new features automatically when they're added to GEM.
Errors when adding a user to GEM
Error | What it means | What to do |
"Email does not have a DoorDash account" | The email isn't registered with DoorDash | Add the person to your Merchant Portal first, then add them to GEM. See Add a New User to Your Merchant Portal Account |
"There is already an account with this email" | The person already has GEM access | Find them in the users list and edit their existing access instead of adding them again |
Frequently asked questions
Does someone need a Merchant Portal account before I can add them to GEM?
Yes. The email you enter on the GEM Add user form must already belong to a DoorDash Merchant Portal account for your business.
Does a new GEM user need a separate login?
No. They open GEM from the link in their Merchant Portal, so there's no separate GEM login.
Why are some stores or features greyed out when I add a user to GEM?
You can only give access you have yourself, so anything outside your own access is greyed out. If you need to give access you don't have, ask a GEM Editor who has the Edit users permission and that access to add it to your account first.
Does a role change what someone can do in GEM?
No. A role is a label for the person's job. What they can do comes from their user type, feature access and store access.
Questions? If you need help with this process or have questions, reach out to DoorDash Support at oosupport@doordash.com.