# Secure your Pristo CX sign-in Change your Pristo CX password, turn on two-factor authentication with an authenticator app, sign in with Google and reset a forgotten password. In Pristo CX, you protect your sign-in from the menu under your profile picture: **Change password** changes your password, and **User settings** > **Security** turns on two-factor authentication with an authenticator app. If you forget your password, you reset it from the login page. ## Before you start - Role: every user manages their own sign-in. In the app, nobody else can change your password or your two-factor setting, account admins included. See [roles and permissions](https://docs.pristo.io/cx/users/roles-and-permissions). - Plan: every plan. - Setup: for two-factor authentication, an authenticator app on your phone, such as Google Authenticator or Microsoft Authenticator. ## Steps ### Change your password 1. Select your profile picture in the top-right corner, then **Change password**. 2. Enter your **Current password**. 3. Enter the new password in **New password** and again in **Confirm password**. The rules it must meet are listed at the top of the window. 4. Select **Save**. ### Turn on two-factor authentication ![Sketch of the user settings window while you turn on two-factor authentication. Marker 2 is on the security item in the menu on the left. Marker 3 is on the QR code that you scan with your authenticator app. Marker 4 is on the box for the 6-digit code, and the button that confirms is below it.](https://docs.pristo.io/_astro/account-two-factor.C-jBW7XB.webp) 1. Select your profile picture, then **User settings**. 2. Select **Security**, then **Enable two-factor authentication**. 3. Scan the QR code with your authenticator app. 4. Enter the 6-digit code that the app shows and select **Confirm and enable two-factor authentication**. From then on, each time you log in with your email address and password, Pristo CX asks for the current code from the app. To turn it off, select **Remove two-factor authentication** on the same page and confirm. ### Reset a forgotten password 1. On the login page, select the **Forgot password?** link next to the password field. 2. Enter your **Email** and select **Send**. 3. Open the email from Pristo CX and select its link within 15 minutes. 4. Enter the new password in **Password** and **Confirm Password**, and select **Change password**. 5. Select **Go back to Login** and log in with the new password. ### Log in with Google On the login page, select **Login with Google** and choose the Google account that uses your Pristo CX email address. Google checks who you are, so protect your Google account with Google's own two-step verification. Two-factor authentication in Pristo CX applies when you log in with your email address and password. A user who signed up with Google has no Pristo CX password. To add one, follow [Reset a forgotten password](#reset-a-forgotten-password). ## Result - After a password change, every other device you were signed in on is signed out, and Pristo CX emails you that the password changed. A reset through the login page signs out every device. - With two-factor authentication on, the **Security** page shows **Two-factor authentication is enabled**. ## Limits These are the default sign-in rules for every user: - A password has 15 to 64 characters and at least 3 of these: an uppercase letter, a lowercase letter, a number and a special character. - A new password can't be your current password or one of your previous 4. - Passwords don't expire. - A reset link works once, for 15 minutes. - After repeated failed attempts, with a wrong password or a wrong code, Pristo CX locks your sign-in for a while, and a lock that follows another lasts longer. A successful sign-in resets the count. - You stay signed in until you have not used the app for 24 hours. - The app offers two-factor authentication with an authenticator app only. It has no backup codes. ## Troubleshooting **I lost the phone with my authenticator app.** There are no backup codes, and the code is needed to log in with your password. Contact Pristo through the [Pristo contact page](https://www.pristo.io/contact). **Pristo CX says The otp you have entered is not correct.** Enter the code the app shows now, before it changes. If codes keep failing, set your phone's clock to update automatically. **The reset link says Your time for reset password is over.** More than 15 minutes have passed, or you already used the link. Request a new one. **The new password is refused with Password has already been used, try another one.** Choose a password you have not used before. **Pristo CX says Your user is locked, please wait.** Too many attempts failed in a row. Wait a while and try again, or reset your password. **The reset email did not arrive.** The login page shows the same confirmation whether or not the address has a Pristo CX user. Check the address you typed and your spam folder. **Change password says The password provided is not correct.** Enter your current password. If you signed up with Google, you have none yet; reset it from the login page instead. ## Related - [Navigate the Pristo CX app](https://docs.pristo.io/cx/get-started/navigate-the-app) - [Create a Pristo CX account](https://docs.pristo.io/cx/get-started/sign-up) - [Roles and permissions](https://docs.pristo.io/cx/users/roles-and-permissions)