# Sign in and reset your password

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

- URL: https://kb.voipcloud.online/getting-started/sign-in-to-the-portal/
- Section: Getting started
- Type: guide
- Applies to: All countries
- Last reviewed: 2026-11-09

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](https://kb.voipcloud.online/phones-and-apps/webphone/webphone-first-sign-in/).

## Before you start

- Use the portal address from your welcome email.
- Have your phone with your authenticator app ready. See [Two-factor authentication](https://kb.voipcloud.online/security/two-factor-authentication/).

## Sign in

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](https://kb.voipcloud.online/billing/portal-home/).

## Reset a forgotten password

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?

- 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](https://kb.voipcloud.online/billing/administrators-and-access/).
- If you still can't get in, [contact the support team](https://kb.voipcloud.online/support/support-tickets/).

## Password rules

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

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

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

## If you can't sign in

| 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](https://kb.voipcloud.online/support/support-tickets/). See [Two-factor authentication](https://kb.voipcloud.online/security/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](https://kb.voipcloud.online/security/after-a-security-incident/).

## Related

- [Two-factor authentication](https://kb.voipcloud.online/security/two-factor-authentication/)
- [Administrators and access](https://kb.voipcloud.online/billing/administrators-and-access/)
- [Set up your phone system](https://kb.voipcloud.online/getting-started/set-up-your-phone-system/)