# Step 4 — First login and platform set-up

> Sign in to HQ Admin for the first time, set a strong password, verify the platform email address with AWS and complete Platform Set-up.

How-to guide · Platform Installation › Install the platform · Last updated 15 September 2026

URL: https://personalisationhub.com/support-centre/platform-installation/step-4-first-login-and-platform-set-up/

Sign in to HQ Admin for the first time, replace the Master Admin password with a strong one, then complete **Company Settings → Platform Set-up**. The most important item is the platform email address: until AWS has verified it, the platform cannot send invitations or any other email. Allow about 5 minutes, plus the time AWS takes to deliver the verification link.

## Before you begin

- DNS is set up and verified ([Step 3](https://personalisationhub.com/support-centre/platform-installation/step-3-set-up-dns-after-installation/)), and the Master Admin has received the email **Personalisation Hub DNS has been set up > Final Step: Login & Add Users**.
- The Master Admin email address and the password you created in the Installation Wizard.
- Access to the mailbox of the platform email address agreed in the [pre-installation check-list](https://personalisationhub.com/support-centre/getting-started/pre-installation-checklist/), for example `personalisationhub@yourdomain.com`, so you can open the AWS verification link.

## Sign in for the first time

1. Open the sign-in link in the **Final Step: Login & Add Users** email, or open your platform domain (for example `https://ph.yourdomain.com`) in a browser.The final page of the Installation Wizard and the Cost Control page also link to the sign-in page.

2. Enter the Master Admin email address and the password you created in the Installation Wizard.
3. When the platform asks you to update your password, enter a new strong password.For a production environment, use a long, unique password and store it in your organisation's password manager.

4. Confirm the new password.
5. On the welcome screen, select **Finalise Platform Set-up**. The **Company Settings → Platform Set-up** page opens.

## Set and verify the platform email address

1. If the Platform Set-up page is not already open, in the left navigation select **Company Settings → Platform Set-up**.
2. In **Platform Email address (AWS SES Email)**, enter the sender address the platform will send from, for example `personalisationhub@yourdomain.com`.
3. In **Email Sender Name (From)**, keep the default `${BrandName}` token or enter the name you want recipients to see. Select **+ Add Token** to insert a token.
4. Select **Save Changes**.
5. When prompted, enter your Admin password to authorise the change.
6. In the platform email mailbox, open the verification email from AWS and select the verification link.
7. Return to **Platform Set-up** and check that the status next to **Platform Email address** shows **Verified**.

> **Important:** A new AWS account's Simple Email Service (SES) starts in sandbox mode, which cannot email addresses outside your verified list. Ask AWS Support to move SES to production access before you invite users, otherwise invitations to external recipients are not delivered.

## Add users and the remaining settings

You can add users only once the platform email address shows **Verified**. The remaining fields can be completed now or later.

1. In **Admin Users (email addresses)**, enter each email address and press **Enter** after each one.
2. Repeat in **Marketing Users (email addresses)** and **Helpdesk Users (email addresses)** as needed. See [Add HQ Admin, Marketing and Helpdesk users](https://personalisationhub.com/support-centre/company-set-up-and-users/add-hq-admin-marketing-and-helpdesk-users/) for what each role can do.
3. If you want each new user to receive an invitation, select **Send Email to Newly Added User(s)**.The link in the invitation lets the user set their password within 24 hours. After that they use **Forgot password** on the sign-in page instead.

4. If you plan to use virtual queueing or appointments, enter your brand's **Platform SMS Sender ID (AWS SES SMS/Text)**.
5. In **AWS SES Region**, choose the AWS Region your SES account sends from.
6. Enter your **Helpdesk Phone Number**, **Support Email Address(es)** and **Privacy Policy URL**.The Privacy Policy URL is required before you open queueing or appointment bookings to the public.

7. Select **Save Changes**, then enter your Admin password when prompted.

> **Note:** Sending SMS from AWS needs two approvals from AWS Support: SMS sending for your account, and registration of your SMS Sender ID. Request both early — see [Update the platform's SMS sender ID](https://personalisationhub.com/support-centre/queue-management/update-the-platform-s-sms-sender-id/).

## Verify it worked

**Platform Email address** shows the status **Verified**, your changes are saved, and each user you added with **Send Email to Newly Added User(s)** selected receives an invitation from the sender name you set.

## Troubleshooting

### The platform email address never shows Verified

**Cause.** The verification link has not been opened, or AWS has declined the request to move SES out of sandbox mode.

**Fix.** Open the AWS verification email in the platform email mailbox and select the link. If AWS declines your production-access request, reply explaining that the emails are transactional, non-marketing messages sent to authenticated users within your organisation.

### AWS rejects the SMS Sender ID

**Cause.** New AWS accounts are often declined on the first request.

**Fix.** Ask AWS Support to reconsider, explaining that SMS is essential to the platform's virtual queueing feature. See [SMS messages are not sent or arrive as UNVERIFIED](https://personalisationhub.com/support-centre/troubleshooting/sms-messages-are-not-sent-or-arrive-as-unverified/).

### AWS will not enable SMS sending at all

**Cause.** AWS has declined SMS sending for your account.

**Fix.** Contact [support@personalisationhub.com](mailto:support@personalisationhub.com) for the Twilio alternative. It requires an existing Twilio account.

## Next step

[Step 5 — Upload your brand, logos and icons](https://personalisationhub.com/support-centre/platform-installation/step-5-upload-your-brand-logos-and-icons/)

## Related

- [Add HQ Admin, Marketing and Helpdesk users](https://personalisationhub.com/support-centre/company-set-up-and-users/add-hq-admin-marketing-and-helpdesk-users/)
- [Update the platform's SMS sender ID](https://personalisationhub.com/support-centre/queue-management/update-the-platform-s-sms-sender-id/)
- [I can't sign in to the platform](https://personalisationhub.com/support-centre/company-set-up-and-users/i-can-t-sign-in-to-the-platform/)
- [Step 2 — Run the Installation Wizard](https://personalisationhub.com/support-centre/platform-installation/step-2-run-the-installation-wizard/)