Account recovery and security

Articles in Account recovery and security

• How do I reset my password?On the login page choose Forgot password, enter your email, complete the verification challenge and open the link we send.
• I did not receive the password reset emailCheck spam, confirm the address, wait a few minutes and try again. Only the newest link works.
• The reset link says it is not validReset links are single-use and expire. Request a new one from Forgot password.
• How do I change my password while signed in?In Settings → Security enter your new password. For safety we may ask you to confirm with a code sent to your email first.
• How do I turn on two-factor authentication?In Settings → Security add an authenticator app (TOTP): scan the QR code, then enter the six-digit code to confirm.
• What is a passkey?A passkey lets you sign in with your device’s biometrics or PIN instead of a password. Add one in Settings → Security if your browser supports it.
• Why can’t I add a passkey?Your browser or device may not support passkeys, or you may need to confirm your existing two-factor code first. Try a current browser.
• How do I see where I am signed in?Settings → Active sessions lists your sessions. You can sign out a device or every other session.
• What does logging out do?Logging out ends the session on this device only. Your other devices stay signed in unless you choose to sign out of the others.
• I lost access to my authenticator appContact support from your account email. We will verify you before helping recover access; we cannot bypass two-factor without verification.
• Someone else may have accessed my accountChange your password, sign out of all other sessions in Settings → Active sessions, turn on two-factor authentication, and tell security@pinevon.com.
• Why am I asked to verify I am human?We use a verification challenge on sign-in, sign-up, recovery and forms to block automated abuse.
• Does Pinevon see or store my password?No. Passwords are handled by our authentication provider; we never see or store one in the clear.
• Why was I signed out?Sessions end when you log out, when you sign out others from another device, or when a session expires. Sign in again to continue.

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