Help

FAQ: account

The questions people ask about signing in, passwords, two-factor authentication, their profile, workspaces, notifications and deleting things.

How can I sign in to EchoNova?

With an email address and a password, with Google, or with Microsoft. You pick the method when you create the account and the account keeps it; Google and Microsoft accounts need no verification code and have no EchoNova password. The Email or Username field on the sign-in page takes either one. See Sign-in methods.

Can I use the same email address with more than one sign-in method?

No: an email address belongs to one account, and that account keeps the method it was created with. Create Account with an address that already has an account answers Duplicate value for email, and a Continue with button on an address registered another way answers This email is already registered. Please sign in using the method you originally registered with. To use a different method, create a new account with a different address. See Sign-in methods.

How do I find out which method my account uses?

Open the user menu, choose Account settings and select Login and security: the Sign-in method card reads Email, Google or Microsoft with your address. If you cannot sign in, select Forgot Your Password? and press Send reset link; an account that signs in with Google or Microsoft receives a message titled Good news: no password to remember instead of a reset link. See Account and profile and Sign-in methods.

Why does sign-in say Invalid credentials?

The email or username and the password you entered do not match an account; the message is the same for an address that has no account and for a wrong password. Check both for a typo, then use Forgot Your Password? if you are still refused. An account created with Google or Microsoft has no password, so use its Continue with button, and if you have no account, use Create account. See Sign-in methods.

I did not get the verification code. What do I do?

Check your spam folder, then press Resend on the OTP sent to your email or Confirm Your Email page; the button counts down 60 seconds between sends, and a resend replaces the earlier code. The message is titled {code} is your EchoNova code, its 6-digit code is valid for 1 day, and after 5 wrong attempts you must request a new one. Until a code is accepted, the account cannot sign in. See Sign-in methods.

What are the password rules?

At least 8 characters, with one uppercase letter, one lowercase letter, one number and one special character; a special character is anything that is not a letter, a digit or a space. The same five rules apply at sign-up, on a password reset and when you change your password from Settings. See Sign-in methods.

How do I reset a forgotten password?

Select Forgot Your Password? on the sign-in page, enter your Email or Username and press Send reset link. Open the message titled Let's get you back in, press Pick a new password in it within 1 hour (the link works once) and set a New Password that passes the checklist on the Reset Your Password page. Then sign in with the new password. See Sign-in methods.

How do I change my password while signed in?

Open Account settings, select Login and security and fill in the Change password card: Current password, New password and Confirm new password, then press Update password. The card appears for accounts that sign in with Email only; Google and Microsoft accounts have no EchoNova password. The change signs you out on every other device, and this browser stays signed in. See Account and profile.

How do I turn on two-factor authentication?

On Login and security, press Enable on the Two-factor authentication card, scan the QR code with an authenticator app, type the 6-digit code the app shows and press Enable again; you have 10 minutes to confirm that first code. Then copy or download your 10 recovery codes and press Done. From then on every sign-in, with a password or with Google or Microsoft, asks for the app's code on the Two-factor authentication page. See Two-factor authentication.

What are the recovery codes, and what if I lose them?

There are 10 codes, each 32 characters in eight groups of four, shown once when you turn two-factor on. Each one passes the sign-in check without your authenticator app, one time only. Keep them apart from the phone that holds the app: without the app and without an unused code you cannot complete a sign-in, and Disable asks for one of them too. The Recovery codes row shows how many are left; press Regenerate and enter the app's 6-digit code to get 10 new ones, and the old ones stop working. See Two-factor authentication.

What can I change on my profile?

On the Profile Settings tab of Account settings you can edit Name, Phone, Gender, Birth Date and Bio, then press Save Changes. Email is read-only and the username is not shown or edited, so to use a different address create a new account with it. Theme (Light or Dark) and language (English or Arabic) are on the Preference tab, apply the moment you select them and follow your account to every browser. See Account and profile.

What is a workspace, and can I have more than one?

A workspace holds everything you build, its agents, knowledge, tools, conversations, speech jobs, API keys and subscription. Creating an account creates one workspace, named Name's workspace after the name you signed up with, with you as Owner and a trial on it; the name is set once. Your account has that one workspace; sharing a workspace with teammates is not available yet. See Workspaces and, for the trial, Plans and subscription.

What do the notifications in the bell mean?

The bell collects what the portal sends you: a knowledge source finishing or failing, a payment succeeding or failing, auto top up switching itself off, and a voice session ending for lack of credits. Notifications are yours across every workspace you belong to, they stay for 30 days, and billing notifications go to the workspace owner only. Click a row to mark it read, or click Mark all as read. See Read your notifications.

Can I delete my account or my workspace?

Yes. Delete account, at the end of the Login and security tab in Settings, closes your account and every workspace you own. You type your email or username to confirm. With a password, you are asked for it again. With Google or Microsoft, you must have signed in within the last 15 minutes. Your two-factor code is asked too, if it is on. Access ends at once and we email you a link to export your data. 30 days later the data is deleted: it leaves our live systems within 60 days of closing and our backups within 95 days. Invoices and payment records are kept as long as UAE law requires (5 years). If someone else is still a member of a workspace you own, the close is refused.

Only the workspace owner can have a single workspace deleted, and the workspace created at sign-up cannot be deleted; deleting one deletes everything in it. For that, or for early deletion of your data, write to privacy@echonova.ai from the owner's account. See Account and profile, Workspaces and Data retention.