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 a personal password, username or a one-time password has been lost for any reason, select Problems signing in? on the login page. Select which credential has been lost on the page that opens.
Requesting the credentials automatically requires saving your valid e-mail address and mobile phone number with the international + prefix (e.g. +358 50 xxx xxxx) in Personal information and settings in Management.
If your e-mail address is no longer valid and/or your mobile phone number is missing from Personal information, you should contact customer service or use the contact form to make a notification containing your first name and last name (or username) and the e-mail address the missing credential can be sent to. After this, customer service will send you either a new personal password, one-time password or username. If several credentials are lost, some of these will be sent to the main user of the environment for security reasons.
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 e-mail address linked to Personal information in the fields. After this, the username is sent to the user via e-mail.
Personal password is lost
If the personal password is lost, on the Problems signing in? page, select Lost personal password and enter the username. We will send you instructions on resetting the password to the e-mail address provided in the Personal information in the program. The mobile phone number should also be entered in the Personal information for the password reset to succeed.
After login, go to the menu section in Management, select Personal information and settings and change your personal password.
One-time password is lost
If the one-time password is lost, on the Problems signing in? page, select Lost one-time password and enter both your username and password. After this, the next one-time password is sent to the mobile phone number saved in Personal information as an SMS message.
After login, go to the menu section in Management > Personal information and settings and create a new password list. The list of one-time passwords does not have to be changed after login if you have merely left the list at home, for example.
Problems with Finago Key
In the Problems with Finago Key item on the Problems signing in? page, you can disconnect the application in question, for example. For more information on the functioning if the Finago Key, see here.
Credentials for a new user
When a user with user management privileges creates a new Procountor user, he/she can choose whether to give the username and password to the new user personally or have them automatically sent by Procountor. In the latter option, the username is sent via e-mail and the personal password via SMS to the mobile phone number that was entered when the user was created. If the credentials are sent to the user personally, they can be easily copied from the pop-up window that opens after entering the information. If you are a new user and have not received your credentials yet, please contact your company’s Procountor main user first and contact our customer service for help, if necessary.
If the user enters the wrong personal password 6 times, the account is locked, and the user has to wait 5 minutes to be able to retry logging in.
If the user then enters the wrong personal password 6 more times, the account is locked again, and the user has to wait 20 minutes to be able to retry logging in. The user can also contact customer service at asiakaspalvelu(at)procountor.com to unlock the account.
If the user enters the wrong password an additional 6 times, the account is locked and the user should then contact customer service to unlock the account.
If CAPSLOCK is on, the login page will show a notification of this.