Sign in and manage your password

Sign in to the customer portal#

Open app.reesponder.com. Enter the account's Email, Password and the matching Confirm password field, then select Log in. Use the checkout email or the account email associated with the workspace, rather than a different address from the same company.

A failed login does not reveal whether an address exists or a password is wrong. Check spelling, password-manager selection and the confirmation field before retrying. Repeated attempts are rate-limited, so avoid repeatedly submitting guesses.

Choose what this browser remembers#

Remember my email stores the email address in this browser for the next visit. It does not store your password. Keep me signed in controls the longer-lived login session and is a separate choice.

Persistent customer sessions have a maximum lifetime of 30 days and expire after seven days of inactivity. Without the persistent option, the server session has a 12-hour maximum and the browser cookie is not made persistent. Signing out ends the current session. On shared devices, leave the persistent option off and explicitly sign out when finished.

Recover a forgotten password#

1. Select Forgot password? on the login form.
2. Enter the email connected to the account and choose Send reset code.
3. Check that inbox for a six-digit code. The code expires in 10 minutes.
4. Enter the code in the same recovery flow and select Reset password.
5. Choose and confirm a new password of at least 12 characters, then select Save new password.
6. After Password updated, return to login.

The request screen responds without confirming whether the email has an account. If no email arrives, check the address and spam folder instead of treating the screen as proof that an account exists.

If recovery cannot continue#

Use Use another email to restart the recovery flow with a different address. If the code or reset authorisation expires, request a new code and complete that new flow. Requesting many codes or entering repeated invalid codes can temporarily rate-limit recovery.

Do not forward a reset code to another person or paste it into support messages. If you did not request a reset, ignore the email; requesting a code alone does not change the password.

Change details while signed in#

Open the workspace account menu and select Account settings. You can update your Display name; the email field is read-only. The Change password form asks for the current password and a new password.

A successful password change or completed reset revokes existing account sessions. Sign in again with the new password. If you need an account email change or cannot recover access through the normal flow, contact Reesponder; there is no email-edit control in Account settings.

Worked example: a colleague can log in but cannot manage#

A colleague accepts an invitation as Member and signs in successfully. They expect to edit Knowledge, but the full management views need Owner or Admin authority. Resetting their password would not change that role. The owner reviews whether they need management access and uses the supported invitation or membership process rather than sharing the owner's credentials.

If the colleague sees the wrong workspace, check the workspace selector and the email of the account they used. An invitation to one address cannot be accepted under an unrelated signed-in address just because both belong to the same company. This is a workspace-permission investigation after successful authentication, not proof that the login itself failed.

Confirm a recovered account is usable#

After a completed reset or password change, test ordinary sign-in with the new password in a fresh session. Confirm the expected workspace and management role, then replace the obsolete password-manager entry. Existing sessions are revoked, so colleagues using that same account session on another device would need authentication again; the account should not be shared for team access.

If the fresh sign-in still fails, record the safe error text and timing and check the account address before requesting another recovery code. Keep the password, current recovery code and session cookie out of support messages. A clear description of which form failed is more useful than repeated guesses.

Use a password manager without mixing up the fields#

Check the account email selected by your password manager before submitting. If you manage several company addresses, an old entry can fill the wrong one automatically. Use the email associated with your Reesponder account, then enter the same account password in both Password and Confirm password when the portal form asks for them. The second field is not a separate integration secret.

On a browser that others use, turn off persistent sign-in, consider whether a remembered email is appropriate and sign out after your work. A remembered email may still reveal an account address to the next person even when it does not grant access. Use separate team accounts for colleagues rather than keeping an owner session available on a common workstation.

If a previously working tab asks you to sign in again, use ordinary login first. Expiry or a completed password reset may explain it. Do not modify website installation tokens to repair a portal session: those credentials serve a different boundary. The website widget and the portal account can have independent lifetimes even when both are used during the same launch check.

Handle delayed or out-of-order recovery emails#

A company mail filter can delay a recovery email. Allow the requested message to arrive and inspect the intended inbox before repeatedly starting new requests. If you already requested several codes, compare their timing and use the current challenge in the recovery interface. An old email arriving last can be misleading; its arrival order does not make its code the latest valid one.

Keep the recovery tab that requested the code open and finish its subsequent password form. If the interface says the code or recovery authorisation expired, begin a new flow through the actual portal. Editing a recovery URL, copying a code into a different operation or submitting many guessed values will not extend the challenge. Rate limiting protects these operations, so repeated retries can postpone recovery rather than help.

If no message arrives at all, remember that the acknowledgement deliberately does not reveal whether the account exists. Verify spelling and whether this address was activated or invited before treating the missing message as a service outage. For a persistent failure, provide support the account email, the request time and safe screen result. Never provide the code itself, even if it is about to expire.

Choose the recovery path for the observed problem#

If authentication fails, check the account address, saved password and confirmation field, then use password recovery for an established account. If login works but a workspace is absent, check whether it belongs to another account or whether the invitation was accepted using the invited address. If the workspace appears but management is unavailable, review membership authority with its owner.

If paid access is unexpected, use the workspace's Billing state and existing purchase reference. Buying another plan or adding another website does not repair account membership. If only the public launcher is missing, move to installation diagnostics; that symptom can exist while portal login is completely healthy.

When reporting the issue, state the last successful step and first failing step. “Login succeeds; I can see Workspace A; Knowledge editing is unavailable” is specific enough for an owner to inspect authority. “New password accepted; fresh login still fails for this address” is a recovery issue. If access may have been used without your permission, use the portal password-change process and review team membership separately. Each action addresses a different access mechanism.