This page contains instructions on what to do if your username, personal password or list of one-time passwords is lost.
Credentials are lost
If personal password, username or one-time password list has been lost for any reason, select Problems signing in? on the login page. Select which of the credentials has been on the page that opens.
Requesting credentials through Problems signing in? page requires that you have saved your valid email address and mobile phone number with the international + prefix (e.g. +358 50 xxx xxxx) in Personal information and settings.
If your e-mail address is no longer valid and/or your mobile phone number is missing from Personal information and settings, you should contact customer service or either by email (email@example.com), phone, or by using the contact form to make a request containing your first name and last name (or username) and your company's Procountor mainuser's e-mail address, to which the missing credential can be sent to.
For data security reasons, login credentials can only be sent to email address and mobile phone number that the user has saved in Procountor. In situations where credentials can't be sent directly to the user themself, the credentials are sent to the mainuser of the company's Procountor environment.
Username is lost
If the username is lost, on the Problems signing in? page, select Lost username. Then enter your first and last name as well as the email address that you have saved in Personal information and settings. Once you've entered the information, click on Send and your username will be sent to you user by email.
Personal password is lost
If the personal password is lost, on the Problems signing in? page, select Lost personal password and enter your username. Then click on Reset password, and you will receive instructions on resetting the password to the email address you've saved in Personal information and settings. Also your mobile phone number needs to be saved in Personal information and settings for the password reset to succeed.
After login, change your personal password in Personal information and settings.
One-time password is lost
If the list of one-time passwords is lost, on the Problems signing in? page, select Lost one-time password and enter both your username and password. Then click on Continue and you will be shown the mobile phone number you have saved in Procountor and to which the next one time password will be sent to. If the mobile phone number is still valid, click on Send one-time password and the next one-time password will be sent to you by SMS. If the mobile phone number is no longer valid, you will need to contact customer service to get the next one-time password sent to you by email.
After login, change your one-time password list in Personal information and settings.The list of one-time passwords does not have to be changed into a new one, if you still have it and will have access to it the next time you log in, but don't have access to it just now, for some reason.
Problems with Finago Key
If problems with Finago Key occur when logging in, on the Problems signing in? page, select Problems with finago Key. This selection enables you to, for example, disconnect Finago Key. More information on Finago Key can be found here.
Credentials for a new user
When a new user is added to Procountor, they only need username and personal password in the fist login. The login credentials are delivered to the user either automatically by Procountor to their email address and mobile phone number, or personally by the user who added the new user.
If you are a new user and have not received your credentials yet, please contact your company’s Procountor main user first and Procountor customer service for further help, if necessary.
More information on the first login can be found here.
If the user enters the wrong personal password 6 times in a row when trying to log in, the user account will be locked temporarily, and the user has to wait 5 minutes before they can retry logging in.
If the user then enters the wrong personal password 6 more times, the account will be locked again, and the user has to wait 20 minutes before they can retry logging in. The user can also contact customer service at firstname.lastname@example.org to unlock the account.
If the user then enters the wrong personal password for another 6 times, the account will be locked and the user should contact customer service to unlock the account.
If CapsLock is on when entering the personal password, the login page will show a notification of this.