Account Activation and Login Updates - Frequently Asked Questions

We have recently updated our account creation and login process to make getting started with your new account easier, faster, and more reliable.

Account Activation

1. I just signed my contract. Who will receive the account activation email? 

   To ensure the right people have access immediately, the system now automatically creates user accounts for:
   - The Primary Contact listed on your quote.
   - The Billing Email address provided during the contract signing.

   If these are two different people, they will each receive their own activation email. If they are the same email address, we’ll create just one secure account to avoid confusion.

2. I already have an existing account with you. Will I get a new activation email? 

   No. If your email address is already registered in our system, you won’t receive a new activation link. You can simply log in using your existing credentials. If you’ve forgotten your password, you can use the Reset Password link on the login page.

Security & Multi-Factor Authentication (MFA)

1. Do I have to set up Multi-Factor Authentication (MFA) immediately? 

   We know that the first few days of setting up your property are busy. To reduce friction:
   - New Properties: You are no longer required to set up MFA during your very first login. You can click Continue to skip the security setup and head straight to your onboarding wizard.
   - Existing Users: If you already have an active account, you will continue to use the MFA method you previously selected to keep your account secure.

2. When will I be required to use MFA? 

   As you move from the initial setup to full onboarding, your Onboarding Coach will help you enable MFA. This ensures your account is fully protected before you go live and begin processing sensitive guest data.

Troubleshooting Login Issues

I have multiple accounts. Which one will I see when I log in? 

We have improved our redirection logic. You will no longer be accidentally sent to an expired or inactive account. After logging in, you will automatically land on your active account. If you have more than one active property, you will see an Account Selector screen to choose where you want to work.

What should I do if I am stuck on the MFA setup screen? 

If you are a new user, look for the Continue or Skip button to proceed to your dashboard. If you are an existing user and have lost access to your MFA device (e.g., you got a new phone), please contact our support team to help you reset your security settings.