Reset your password and secure your account

Before you start

Two different routes lead to a new password. Locked out, you ask for a reset link by e-mail. Logged in, you change it yourself in "General information". The password rules are the same in both.

Steps

1. Click "Reset your password" next to "Forgot password?" on the login page.
2. Fill in the address of your e-tailize account in "Email address" on the "Password reset" page. The helper text there reads "Enter your email and we will send you a reset link".
3. Click "Send me the link". The page confirms with "Password reset mail has been sent to your email account." once the request is through.
4. Open the reset link in the e-mail we send you. It carries the token that belongs to your account and opens the "Reset your password" page. Check your spam folder if nothing arrives.
5. Fill in "New password". The eye icon at the end of the field shows or hides what you typed, so you can read it back.
6. Type the same password again in "Confirm password".
7. Click "Reset password".

What happens next

Your new password has to pass all five rules: at least 12 characters, with at least one number, one upper case letter, one lower case letter and one special character. The form checks them one at a time, so a new message after you fixed the previous one is normal. Keep going until no message is left.

A password that gets through gives "Password reset successful." and puts you back on the login page, where you sign in with the new one.

To change your password while you are logged in, you do not need the reset flow at all:

• Log in and open your project first. Until a project is open, the left sidebar is not there.
• Open "Settings" in the left sidebar, click "General information" and scroll to the "Security" block, headed "Change password".
• Fill in "New password", "Confirm password" and "Current password". The "Change password" button stays disabled until all three are filled in and the new password passes the same five rules.
• e-tailize shows "Password Changed!" and logs you out, so sign back in with the new password.

Multi factor authentication exists and is off until you switch it on yourself:

• Log in and open your project first, the same way.
• Open "Settings" in the left sidebar and click "General information".
• Turn on "Enable multi factor authentication" in the "Notification settings" block, next to "Enable notifications". The switch opens the dialog "Enable multi factor authentication".
• Scan the QR code in that dialog with your authenticator app, type the code it gives you in "Pass code" and click "Verify". Multi factor authentication is only on once "Verify" succeeds. A wrong code gives "Invalid pass code." and leaves it off.

Common problems

Messages such as "User not found" appear in the bottom right corner of the screen and disappear again after a few seconds. If one vanished before you could read it, submit the form again and read it right away.

"User not found" means we could not match the address you filled in. Check it for typos and use the address you registered with. "Email is not correct" means the text is not a valid address at all, and "Email is required" means the field is empty.

On the "Reset your password" page, "Passwords don't match" means the two fields hold different text, and "Password must not contain any part of your name or email address" means the password you picked reuses your first name, last name, user name or e-mail address.

"Invalid request" means the page was opened without the token from the mail, for example from a bookmark or a link that was cut in half. Open the reset link in the e-mail again, or ask for a fresh one on the "Password reset" page.

In the "Security" block, "Provide Correct Current Password" means "Current password" is not the password you currently log in with.

FAQ

I never received the reset e-mail. What now?

Check your spam folder first, then check that you used the address of your e-tailize account. If you get "User not found", check the address for typos and use the one you registered with. Still nothing? Ask us in the chat in the app, or through this help center if you cannot get in.

Do old passwords of 8 characters still work?

The minimum is 12 characters. A shorter password is refused with "Password should have a minimum length of 12 characters".

Does changing my password while logged in log me out?

Yes. The "Security" block shows "Password Changed!" and ends your session, so finish what you were doing before you change it.