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Sign in and reset your password

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Sign in to the customer portal, reset a forgotten password, change your password and sign out.

You sign in to the customer portal with your email address, your password and a code from your authenticator app. If you’ve forgotten your password, you can reset it yourself by email.

This page is about the customer portal. To sign in to the Webphone, see Webphone first sign-in.

Before you start

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  • Use the portal address from your welcome email.
  • Have your phone with your authenticator app ready. See Two-factor authentication.

Sign in

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  1. Open the portal. The page shows Log in to your account.
  2. Enter your Email and Password, and click Log in.
  3. On Two-factor authentication, enter the 6-digit Code from your authenticator app. If you haven’t set up 2FA yet, the portal asks you to set it up first.
  4. To skip the code on this computer for a while, tick Remember this browser for 30 days. Don’t tick it on a shared computer.
  5. Click Log in.

The portal opens on the Home page.

Reset a forgotten password

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  1. On the sign-in page, click Forgot your password?
  2. Enter the email address you sign in with and click Restore access.
  3. The portal shows Check your email. Open the password reset email. If it isn’t in your inbox, check your spam folder.
  4. Click the link in the email within 24 hours. The Password changing page opens.
  5. Enter your New password and Confirm new password, and click Change password.
  6. The page shows Password changed and takes you back to the sign-in page. To go straight away, click Open the login page.

If the link has expired or doesn’t work, start again from step 1 to get a new one.

No reset email?

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  • The email only goes to an address that’s set up to sign in to your account. Check you typed the address you sign in with.
  • Ask an administrator who manages access on your account. In Billing › Account details they can check your sign-in email and click Reset password to send you a new reset email. See Administrators and access.
  • If you still can’t get in, contact the support team.

Password rules

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Your password must:

  • be at least 8 characters long;
  • have at least one upper case letter, one lower case letter and one digit;
  • use only Latin letters, digits and these special characters: ! @ # $ % ^ & * ( ) _ - + = { } [ ] \ | : ; " ' < > , . ? /

A new password must be different from your current one. Use a password you don’t use anywhere else.

Change your password

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  1. Click your name in the top-right corner of the portal.
  2. Choose Change password.
  3. Enter your Current password, then your New password and Confirm new password.
  4. Click Change password.

Sign out

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Click your name in the top-right corner and choose Log out.

If you can’t sign in

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What you see What to do
Invalid username or password Check the email address and password. Passwords are case-sensitive. If you’re not sure of the password, reset it.
Invalid code Enter the current code from your authenticator app. Codes change every 30 seconds. If your phone’s clock is wrong, codes don’t match.
You’ve lost the phone with your authenticator app Ask an administrator on your account to click Reset 2FA next to your name in Billing › Account details; you then set up 2FA again when you next sign in. Otherwise, contact the support team. See Two-factor authentication.
reCAPTCHA failed to load. Please reload and try again. Click Reload. If it keeps happening, turn off ad or script blockers for the portal, or try another browser.

If you think someone else has signed in to your account, change your password now and follow After a security incident.

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