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This page covers your own password and the second step your role may ask for when you sign in. Admins choose which roles need a second step on Settings › Permission; see Access and Sign-in.

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Change your password

Click your initials, then Change Password.
Change Password
  1. Type your Current Password.
  2. Type the New Password. A meter under the field shows how strong it is: Weak, Medium or Strong. Hover the information icon to see the Password security requirements.
  3. Type it again in Confirm New Password.
  4. Click Change Password.
A new password must:
  • be at least 8 characters and at most 256 characters;
  • contain at least 3 of these 4: one lowercase letter, one uppercase letter, one number, one symbol;
  • not contain spaces;
  • not be your name or your email.
Your organization may add more rules, such as how often a password expires. When your password has expired, the app opens this page after you sign in with the message Your password has expired. Please set a new password to continue. See Password Policy. Your password is the same in every organization you belong to, so changing it here changes it everywhere.
If you have not verified your account yet, Change Password is greyed out. Verify your account from the email you received when you signed up first.
Forgot your password? On the sign-in page, click Forgot your password?, type your email and click Send. Open the link in the email and set a new password. An admin can also reset it for you; see Managing Users.

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Multi-factor authentication

Multi-factor authentication (MFA) adds a second step after your password, so a stolen password alone isn’t enough to get into your account. There are four methods. Each is a separate permission on the role, and an admin turns on the ones your role needs. The second step applies to the web app and the field app, and also when you switch to an organization where your role requires it.

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Authenticator app

An authenticator app, such as Google Authenticator, Microsoft Authenticator or Authy, shows a new 6-digit code every few seconds. To use it, your role needs Multi-factor authentication by Cloud-based Authenticator; otherwise Multi-Factor Authentication doesn’t appear in your profile menu.
Required permission:
  • Multi-factor authentication by Cloud-based Authenticator
Click your initials, then Multi-Factor Authentication.
Multi-Factor Authentication
The status shows Disabled until you finish the setup. Click Setup Authenticator Code.
Setup Authenticator Code
  1. Install an authenticator app on your phone.
  2. In the app, add an account and scan the QR code. If you can’t scan it, copy the code under Or enter this code manually and type it into the app.
  3. Type the 6-digit code the app shows into Enter Verification Code.
  4. Type your account password in Confirm Password.
  5. Click Enable.
The status changes to Enabled and shows the date and time under Enabled At. From your next sign-in, you are asked for the code. To turn it off, open Multi-Factor Authentication again, type your password in Confirm Password, click Disable and confirm.
Lost your phone or deleted the authenticator app? You can’t sign in until an admin resets your authenticator on Settings › User. Then set it up again. See Managing Users.

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Signing in with a second step

  1. On the sign-in page, enter your email and password and click Sign in.
  2. The Multi-Factor Authentication page opens.
    • Authenticator app: open the app, find the code for your account and type it in Authenticator Code. If the code is refused, wait for the next code and try again.
    • One-time code (email, WhatsApp or SMS): check your email or phone and type the 6-digit code in OTP Code. The code is valid for 3 minutes; a countdown shows the time left. When it runs out, click Resend OTP? to get a new code. If the email doesn’t arrive, check your spam folder.
  3. Click Submit.
The field app asks for the same code on its Multi-Factor Authentication screen after you sign in. If you can’t get the code, contact your admin.