Signing in, password and email address

The three ways in

The sign-in page gives you three options:

• Email and password, if that is how you registered.
• Sign in with Google.
• Sign in with GitHub.

One rule always holds: one email address, one account. Whichever way you registered decides which one works later. If you signed up with Google or GitHub you have no password with us, so you cannot sign in with one.

I cannot get into my account

The sign-in page says the same thing every time here: "The email address and/or password you specified are not correct." It never tells you which of the two was wrong, and that is on purpose. Otherwise a stranger could read off the message whether an address has an account with us.

So you have to narrow it down yourself. Work through these in order:

1. Five failed attempts in five minutes lock sign-in for a short while. Wait five minutes, then log in again.
2. Use the same way you registered with. If your password is refused, you may originally have signed up with Google or GitHub. Try the button.
3. Two-factor sign-in switched on and your phone not to hand? Enter one of your recovery codes where the six-digit number normally goes. Everything about that is under Two-factor sign-in.
4. Forgot your password? On the sign-in page there is a small Forgot? next to the password field. You enter your email address and get a mail with a link that lets you set a new password.

Changing your password

In the dashboard, open Profile at the top right, then Change password in the sidebar on the left. You need your current password for this. You stay signed in after the change.

When a new password is refused

Every new password is checked before we store it, whether you are registering, changing it or resetting it. Four points have to be met, otherwise it is turned down:

• At least 8 characters.
• More than just digits. A date of birth on its own is not enough.
• Not a widely used password. We check against a list of the 20,000 most common ones in the world.
• Different from your email address. A lightly reworked version of your own address is refused.

While you type, a bar under the field shows where you stand, with a word beside it that runs from weak to strong, and below that the four points, each picking up a tick as you meet it. A capital letter sits next to them separately. It is not a condition, but it makes your password noticeably stronger, because it grows the pool of possible characters by 26.

Nothing you type there leaves your browser. The display does its counting on your own device and sends us nothing.

If a password you have logged in with elsewhere for years is refused here, there is nothing wrong with it. It simply misses one of those four points.

Changing your name, email address and language

Also under Profile, Settings, section Account. It holds your first name, your email address and the language of the interface.

The mail address stored there decides two things at once: what you log in with, and where AdenAI writes to you. There is no second address just for notifications.

What AdenAI writes to you

In the same area, one drawer further down under Notifications, you decide when AdenAI sends you a mail: when a ticket starts, when it is finished, and when your balance runs low. All three can be switched off individually.

Who else gets in

Only the people you have invited yourself. Who you brought in and what they may do is under Inviting your team and roles. If you want your account better protected, two-factor sign-in is the most effective step.