Logging in

This article walks through signing in to Tickiti for the first time and what to do if you have forgotten your password.

Where to log in

Your team’s Tickiti site lives at the address your administrator shares with you. By default this is something like your-company.tickiti.com, or a custom domain such as tickets.your-company.com if your team has set one up. Open that link in any modern browser and you’ll land on the login screen:

First-time sign-in

The first time you use Tickiti you’ll receive a welcome email with a Set Your Password link. The email arrives in one of two ways:

• An administrator added you to an existing Tickiti site, and Tickiti emailed you the link.
• You signed up for a new Tickiti site of your own through tickiti.com, and Tickiti emailed you the link.

Either way: click that link, choose a password, and you’ll be logged in straight away.

The link expires after seven days. If it has already expired, ask your administrator to resend it, or use the Forgot password? link on the login page.

Creating an account yourself

Whether you can create an account yourself depends on how your team has set up its site (administrators: see System settings). When it accepts sign-ups, the login screen shows Don’t have an account? Sign up, and customer ticket pages show Register. When it doesn’t, those links are not shown.

If Tickiti can’t create an account with the details you enter, the form says “We couldn’t create an account with those details. If you already have an account, use Forgot password.” This is the only message, whatever the reason — including when the address already has an account, so the form never reveals which addresses are registered. No account is created and no email is sent. If you may already have an account, use Forgot password? on the login screen; otherwise, ask the team that runs the site.

Signing in

1. Enter the email address you registered with — at Sole Provider Inc, that would be something like [email protected].
2. Enter your password.
3. Tick Remember me if you want Tickiti to keep you signed in on this device. Leave it unticked on shared computers.
4. Click Log in.

If your account uses two-factor sign-in, Tickiti then asks for your authentication code: enter the six-digit code your authenticator app shows now, and click Continue. If your account must use two-factor sign-in and you have not set it up yet, Tickiti takes you to set it up first.

Once you are signed in, Tickiti takes you straight to the ticket browser. New staff users land on the For My Attention perspective by default.

Forgot your password

1. Click Forgot password? on the login screen.
2. Enter your email address and submit the form.
3. Tickiti emails you a reset link. Open it within 60 minutes and choose a new password.

If the email does not arrive, check your spam folder, then ask your administrator to confirm the email address on your account.

If sign-in fails

• “These credentials do not match our records.” — the email or password is wrong. Try again, or use Forgot password.
• The page just reloads with no error — usually a stale browser session. Open a private window and try once more.
• Your account is locked — too many failed attempts in a short time. Wait a minute and try again, or contact your administrator.
• The two-factor code is refused — enter the code your authenticator app shows now; each one lasts only 30 seconds. If every code is refused, check that your phone sets its date and time automatically.
• You have lost the phone with your authenticator app — ask a system administrator to reset your two-factor sign-in. See Two-factor sign-in.

Signing out

To sign out, open the user menu in the bottom-left corner of the screen and choose Sign out. On a shared computer, sign out as soon as you are done.