The User Profile lets admins see everything about a driver in one place: contact details, vehicles, bookings, allocations, policies and access events. It is the main tool to troubleshoot issues or find information for a specific user.
1. How to open a user profile
You can get to the User Profile in a few ways:
From Live View
Go to Operations → Live View
Find the driver’s booking
Open the booking and click View Profile
From Manage Bookings
Find the booking in your bookings view
Open the booking and click View Profile
From User Search
Go to Operations → User Search
Search by email, name, or licence plate
Click the user and select View Profile
2. Tabs in the User Profile
a) Profile tab
Shows core details:
Email
Phone number
Registered vehicle(s) – including vehicle size and type; and if accessible parking is required.
Use this tab to troubleshoot:
A driver says “I can’t get parking” → check:
Vehicle size (e.g. SUV vs Small). BaseUp will not assign:
A small car bay to a large vehicle
Accessible bays to someone who does not have an accessible vehicle registered
Contact details are also useful if you:
Found a vehicle by licence plate (e.g. accident, misuse, hazard)
Need to call or email the driver to follow up
b) Bookings tab
Shows the driver’s booking history.
Useful for:
Access issues – check if:
They have successfully entered this site before
This is their first time at the site
If they are new, provide them with more information on how to access the carpark
Usage patterns – how often they book, which days/times, etc.
c) Allocations tab
Shows any permanent bays assigned to the driver.
If the tab shows an allocation, the driver has a long-term bay under one or more policies.
If it is empty, they rely on bookings only.
Use this when:
Drivers believe they have a permanent bay but are struggling to book or access.
You need to confirm if an allocation exists for this user.
d) Policies tab
Shows which policies apply to this user and at which sites.
For each policy you can see:
Which site(s) the user can book at
Which bay(s) the user can book
Under what rules (e.g. free vs paid, how far in advance, booking quotas)
Key points:
A user can have access to multiple policies.
The policy with the highest priority (shown in the table) will apply first.
If bays under the highest-priority policy are full, the next policy may apply.
Use this tab when:
A user says “I can’t book at this site”
A user says “I should have free parking but I only see paid options”
In both cases, check the policies linked to them and their priorities.
For more detail on how policies work, see the Policy Configuration guide.
e) User Groups tab
Shows which user groups the driver belongs to.
User groups determine which policies they can access.
If someone cannot see expected parking options, check whether they are in the right user group (e.g. All Staff, Executives, Casual, Contractors).
Update the user groups to match what parking rights they should have access to.
f) Access Logs tab
Shows a history of the user’s access events at gates.
Use this tab to see:
How they normally enter, for example:
Always via Bluetooth (Access Requested → Gate Opened)
Often via Get Help or Remote Trigger
If/when their experience changed:
For example, Bluetooth stopped working from a certain date
Increase in failed attempts, misuse, or manual opens
In this case, check if they changed phones and confirm they have the correct phone settings
This is helpful for deeper troubleshooting when access issues keep happening.
3. When to use the User Profile
Use the User Profile whenever:
A driver cannot book or cannot access a site
You need to check vehicles, allocations, policies or user groups for one person
You found a car by licence plate and need contact details
You want to understand a driver’s history (bookings, access patterns, misuse, etc.)
It brings all driver-level information together so you can quickly diagnose what’s going on and decide the next step.