FAQ: Issues Logging In

Whether you haven’t received an email from Falcon.io, you’re having issues resetting your password, or you no longer have access to your email address, this article will help to solve any common issues you have if you can’t log in to Falcon.io.

Note:

Not having any luck with the information in this article? Please consider reaching out to our Support Team. If you are unable to get logged in, in-app chat will not be an option. In that case, please reach out via email at support@falcon.io with as much information as possible.

First Time Logging In

Why didn’t I receive my first/welcome email?

Search for the Falcon email address
When you are invited to join Falcon.io, you will automatically receive a welcome email from notifier@falcon.io which contains a link to get set up with a password. If you did not receive an email, please search your inbox specifically for notifier@falcon.io, including in your spam and junk folders.
Check that the correct email address was entered
If your Falcon.io user was created by another member of your Team, please ask them to verify that the correct email address was entered. Any user with a user role of Admin or Team Leader can check this by clicking Settings > Users.
Check our IT System Requirements
If you still can’t find it, please contact your IT dept. To check that no emails were intercepted by a protection software, that notifier@falcon.io is whitelisted, and that all criteria are met in our System Requirements.
Request another link
At any time, you can trigger a new email to be sent. Please see the answer below for ‘How can I get a new welcome email’ below.
Reach out to the Support Team
If everything looks OK and still no email has been received, please consider reaching out to our Support Team for help tracking any potential issues we encountered while sending the email.

How long do I have to activate my account?

The link in your first/welcome email is valid for 24 hours. If 24 hours has passed already, please follow the steps below to generate a new email.

How can I get a new welcome email?

As mentioned above, the link will expire after 24 hours. Whether the link has expired, or you have not received your welcome email, there is no need to start from the beginning. At any time, you can follow the steps below to receive a new link:

  1. Go to the Falcon.io login screen.
  2. Click Forgot Password? (Even if no password was ever set up).
  3. Enter your email address followed by Request Link.
  4. Look out for an email from noreply@falcon.io.
  5. Click the Reset Password link in the body of the email.

Even though no password was ever set up, clicking the ‘Reset Password’ link in the email will allow you to set one up for the first time and get logged in. The ‘Reset Password’ link will be valid for 30 minutes.

What are the password requirements?

The full list of Falcon.io password requirements can be found in our Help Center guide here.

Existing Users

How can I reset my password?

The full guide to resetting your password can be found here. To get started, you can follow the steps below:

  1. Go to the Falcon.io login screen.
  2. Click Forgot Password?
  3. Enter your email address followed by Request Link.
  4. Look out for an email from noreply@falcon.io.
  5. Click the Reset Password link in the body of the email.

You will then receive an email containing a link to reset your password.

Why didn’t I receive my password reset email?

When you choose to reset your password, the email containing your reset link will arrive from noreply@falcon.io. If you don’t see the email, please search your inbox specifically for noreply@falcon.io, including in your spam and junk folders.

If you still can’t find it, please contact your IT dept. To check that no emails were intercepted, that noreply@falcon.io is whitelisted, and that all criteria are met in our System Requirements. If everything looks OK or some changes were made, please consider requesting a new link by following the steps to reset your password again.

Alternatively, you can reach out to our Support Team for help tracking any potential issues we encountered while sending the email.

How long do I have to reset my password?

The link in your password reset email will be valid for 30 minutes. If the link has expired, please follow the steps above to reset your password again.

There are currently no limits to the number of times you can request a new password.

Can I use the same password again?

Yes. Provided a password meets the requirements mentioned above in this article, there are no limits to the number of times you can re-use that password.

What can I do if I no longer have access to my email address?

If you’re unable to receive a password reset email from us at your original email address, you will have two options available:

  1. Ask any Falcon user with a user role of Admin or Team Leader to delete your original user and create a new user with your new email address.
  2. Reach out to either your Falcon Customer Success Manager or the Support Team to request that your email address is updated.

I’m having issues logging in via two-factor authentication (2FA), SAML, or Social Login

If you have lost a mobile device or you are having difficulties logging in via two-factor authentication, please reach out to our Support Team for help getting your 2FA reset.

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