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Account settings

Updated

Overview

Account Settings shows the profile your IT provider has on file for you — your name and email address — and links you to your sign-in and security settings, including MFA, passkeys, your Security PIN and Trusted Devices.

Your name, email address and role are maintained by your IT provider — contact them if any of them needs to change. You can set a new password yourself at any time; see Changing Your Password below.

Accessing Account Settings

Open the user menu at the bottom of the sidebar and click Account Settings. This opens your account page.

Your Profile Details

Your account page shows the details your IT provider holds for you:

  • Name — what other portal users and your IT provider see when you submit tickets
  • Email address — used for sign-in and for receiving portal notifications

Both are shown read-only. Portal users are managed by your IT provider, so there is no name or email field to edit here — contact your IT provider and they will update your record. If your organization signs in through Microsoft, your email is tied to your Microsoft account as well.

Changing Your Password

Password changes are made from the sign-in page, not from inside the portal:

  1. Sign out of the portal.
  2. On the sign-in page, click Forgot password?
  3. Enter your email address — a reset link is sent to it.
  4. Open the link and choose a new password.

The reset link is valid for 1 hour. Your new password must be at least 8 characters, and must include at least one uppercase letter, one lowercase letter, and one number.

Setting a new password ends every existing session — all your other devices and browsers are signed out, and you sign in again with the new password.

Profile Photo

The portal shows the first letter of your name beside your account in the sidebar. There is no profile photo to upload. If the name shown is wrong, contact your IT provider — they maintain it.

Phone Number and Display Settings

  • Mobile phone number — stored with your text-message consent, which the portal records but does not yet use to decide whether a text is sent. It is set in the SMS Notifications section of your account page, where you also give or withdraw your consent. See Notification Preferences.
  • Timezone — the portal has no timezone setting.

Security Settings in Account

The Account page also links to your security-related settings:

Frequently Asked Questions

I changed my email but now I can't sign in.

Use your new email address to sign in. If you've forgotten the new address or made a typo, contact your IT provider — they can look up and correct your account email.

My new password isn't being accepted. What's wrong?

Make sure it meets the requirements: at least 8 characters, with at least one uppercase letter, one lowercase letter, and one number. If it still won't save, request a new reset link from the sign-in page and try again.

Can I change my username?

Your sign-in identity is your email address, and it is maintained by your IT provider. Contact them to change it.

I want to delete my account.

Account deletion is managed by your IT provider. Contact them to request account removal. Your IT provider retains certain records for organizational purposes even after deactivation.

I don't see an option to change my email.

The portal never shows an editable email field. Your email address is maintained by your IT provider — contact them to update it.

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