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Authentication

How to sign in to My, manage your credentials, and what your roles let you do.

First Login​

Welcome Email​

When an administrator creates your account, you receive a welcome email containing:

  • Your email address (which is also your username)
  • A temporary password
  • A direct link to the platform

Logging In​

  1. Open the login URL from your welcome email
  2. Enter your email address
  3. Enter the temporary password
  4. Click Sign In

First-Time Password Change​

On your first login you are required to replace the temporary password:

  1. Enter your current (temporary) password
  2. Create a new password that satisfies the requirements below
  3. Confirm the new password
warning

The temporary password must be changed at first login. You cannot continue without setting a new one.

Password Requirements​

Every password you set must satisfy all of these:

RequirementDetail
Minimum length12 characters
Maximum length128 characters
Uppercase letterAt least one (A-Z)
Lowercase letterAt least one (a-z)
DigitAt least one (0-9)
Special characterAt least one of !@#$%^&*()_+-=[]{};':"|,.<>/?~`
Repeated charactersNo more than 3 identical characters in a row
Weak patternsRejected: password, 123456, qwerty, admin and similar, plus sequences such as 123 or abc

Validation reports one problem at a time, guiding you step by step rather than listing everything at once.

tip

Use a long, unique passphrase for each service. A password manager makes this easy.

Managing Your Profile​

Change Your Password​

  1. Open Account from the user menu
  2. In the Change Password section enter:
    • Your current password
    • The new password
    • The new password again, to confirm
  3. Click Save

Update Your Profile Information​

You can update:

  • First name and last name
  • Email (if your administrator allows it -- it is also your username)
  • Phone number
  • Avatar (see Avatar Management)
note

Changing your email may require re-authentication.

Security Features​

Password Security​

  • Your password is never stored in plain text
  • Temporary passwords expire after first use
  • Failed sign-in attempts are recorded
  • Administrators can suspend an account

Session Management​

  • The access token lives 30 minutes and is refreshed silently in the background, so you do not notice it expiring
  • The refresh token is valid for 7 days: that is how long a session can survive without signing in again
  • Refresh tokens are rotated at every use, and reusing an old one invalidates the whole chain -- a stolen token cannot be replayed
  • Every refresh also re-reads your data from the identity provider
  • Signing out invalidates the session immediately

Multi-Factor Authentication (MFA)​

My delegates authentication to Logto, so MFA is configured there, at tenant level, not inside My. When enabled, a second factor is requested after the password.

  • Contact your administrator to have it enabled
  • The supported methods depend on what is enabled on the Logto tenant (authenticator apps, and others if configured)

Troubleshooting​

Forgot Password​

  1. On the login page, click Forgot your password?
  2. Enter your email address
  3. Check your inbox for the reset link
  4. Follow the instructions in the email to set a new password

Account Locked​

If your account has been suspended:

  • You see an "Account suspended" error message
  • Contact your administrator to have it reactivated
  • An administrator with the right permissions can reactivate it from Users management

Session Expired​

  1. You are redirected to the login page
  2. Sign in again with your credentials
  3. Work that was not saved is lost
  4. If the problem persists, clear your browser cookies and retry

User Roles​

Your permissions depend on two roles that apply together.

Organization Roles (Business Hierarchy)​

  • Owner: Full platform access (Nethesis) — every member of the Owner organization has global visibility on all companies, systems and users
  • Distributor: Can manage resellers and customers
  • Reseller: Can manage customers
  • Customer: Can view own organization data

User Roles (Technical Capabilities)​

RoleDescriptionMain capabilities
AdminFull management of the organizationUsers, systems, applications, alerting configuration, add-ons, rebranding
BackofficeAdministrative operationsUsers, applications, add-on activation and revocation. Systems are read-only: it cannot create or edit them. No alerting, no rebranding
SupportTechnical operations on systemsSystems (create, edit, delete, regenerate secret), inventory, heartbeat, alerts and silences, applications. No access to users at all, not even reading them
ReaderRead-onlyViews users, organizations, systems, inventory, applications and add-ons, and exports anything it can read. No modifications
StaffNethesis cross-cutting staff (Owner organization only)Full management across all companies, plus impersonation and remote connection. Cannot permanently destroy systems or users

Combined Permissions​

Your effective permissions are the union of the organization role and the user role.

Example: organization role Distributor + user role Admin

  • Manage resellers and customers under your organization (from the organization role)
  • Create and edit systems and users (from the user role)

Example: organization role Customer + user role Reader

  • See only your own organization's data (from the organization role)
  • Read-only, no modifications (from the user role)

The full matrix is in Users Management.

Next Steps​

Once signed in, depending on your permissions you can: