◐Account and sign-in

Via your instance’s address in the browser, with your email address and password. Nothing needs to be installed.

The address is different for every installation — it is in your invitation. Bookmark it; there is no shared sign-in page for all customers that you could work your way through.

Two routes, depending on what your installation offers:

• “Forgotten password” on the sign-in page, if set up: you receive an email with a link to set a new one.
• Via your administrator, who sends you a new setup link or sets a password.

In both cases, the new password needs at least 12 characters; otherwise you get the message that the password needs at least 12 characters. A password that is too short does not make the link unusable — you can try again straight away.

What is not possible: for someone to tell you your old password. It is not stored in plain text anywhere — not even for administrators.

Step by step:

1. Right address? Test, acceptance and live environments look the same and have separate accounts. An account for one does not work for another.
2. Account still active? Ask your administrator — a deactivated account does not state its own reason.
3. Old page in the cache. Do one hard reload with Ctrl+Shift+R.
4. Browser extensions that block scripts. Try signing in in a private window; if it works there, an extension is the cause.

If none of this helps, it is a case for a problem report — or, if nobody can get in, for a phone call.

Then your sign-in has timed out — this happens after a longer period of inactivity and is not a fault but intentional: an open account on an unattended computer is a security problem.

Sign in again; as a rule, you will end up back where you were. Unsaved input in an open form is lost in the process — with longer texts, it is worth saving in between.

Yes — on the computer and the phone at the same time is the normal case.

What you should not do is share your account with someone. Not because of the technology, but because of the log: every change is attributed to the person signed in. A shared account makes the access log worthless — and, if in doubt, makes you responsible for something someone else did.

Whether and how a second factor is set up depends on your installation — with an upstream sign-in service, it is managed there, not in Aurora Hive Sales.

Regardless of that, the most effective advice applies even without a second factor: a password of your own, long, and not used anywhere else, kept in a password manager. Most account takeovers happen not through guessing but because the same password has leaked elsewhere.

At least 12 characters are required — when creating, changing, resetting and when setting up via an invitation. Special characters are not mandatory.

That is the lower limit, not the recommendation. Good is: long and unique. Length beats special characters — four random words are better than a short password with an exclamation mark, and easier to remember.

Three rules that make the difference:

• Not used anywhere else. This is the most important one.
• Not passed on by email or in a chat. If it has to be: via a password manager or by phone.
• Changed immediately if someone else has seen it.

On your own device, not necessarily — the session expires anyway.

On a shared or someone else’s computer, absolutely, and actively via Sign out, not by closing the window. A closed tab is not a finished session.

The address is your user name for signing in — it is changed under User accounts, not by you yourself.

Think of the second thing that depends on it: if you have been sending from a mailbox with this address, the sender mailbox must be updated as well. Otherwise replies to running campaigns go nowhere.

In two places, with different effects:

• Internally: on tasks, notes and in the access log — your colleagues see who did something.
• Externally: not at all. What recipients see comes from the sender mailbox — its display name, signature and reply address.

So if a campaign shows the wrong name, change it on the mailbox, not on the account.

The easiest way is by what is in the menu: anyone who sees the administration areas — User accounts, Mailboxes, Legal, Deliverability, Blocked addresses — is at least an administrator. Anyone who can also assign the Owner role is an owner.

Anyone who may only read notices it because changing and sending are refused.

The overview shows the user list with role, last sign-in and activity. There you see it in black and white, provided you are allowed to see that section.

As a rule, you have not received access details but a setup link. In that case:

1. Open the link and choose your password — at least 12 characters. The link is valid for 14 days; if it has expired, ask your contact person for a new one.
2. Bookmark the address. There is no shared sign-in page through which you could find your way back.
3. Adjust the settings — tidy up the menu, font size. That takes two minutes and stays with you every day.

If instead you have been given a password by someone, change it first. A password known to two people is no password.

After that, the setup card on the overview guides you through the rest.

Yes, and on someone else’s computer that is the right way: nothing is left behind after closing.

The price: you have to sign in again each time, and your browser-side settings are not there. So if you are logged out conspicuously often, a private window or a browser that clears data on closing is the most likely explanation.