Passwords
- A password is at least 12 characters. When you change it you cannot reuse any of your last three.
- Five wrong passwords in a row lock the account for fifteen minutes. The sign-in form then says "Too many failed login attempts. Please try again in a few minutes." Waiting is the only way out. A correct password resets the count.
- A wrong password and an unknown e-mail address get the same answer, "Please check your credentials", so the form cannot be used to find out who has an account.
- Changing your password ends every other session of yours, browser and mobile app alike, and keeps the one you changed it from. Resetting a forgotten password through the e-mailed link ends all of them, including whatever you had open: you sign in again with the new password.
Two-factor authentication
Each person can add a second step to their own sign-in, under Manage account → Authentication: an authenticator app, a text message to the account's own phone number, or both. See Turn on two-factor authentication.
- Enabling a method produces ten recovery codes. Each works once. Regenerate replaces all ten; the old ones stop working at that moment.
- Turning a method on or off, and regenerating the codes, ends your other sessions. The one you did it from stays signed in.
- A text-message code is valid for ten minutes, can be resent after sixty seconds, and three wrong entries stop it; the form asks you to try again in ten minutes.
E-mail and phone number
- A phone number does not have to belong to one account. Several accounts may hold the same number, so a crew can share one handset and an office number can sit on more than one account. You sign in with your e-mail address, so a shared number gives nobody access to anything; it only says where a text-message code is delivered. Codes always go to the number on the account that is signing in.
- Changing your own phone number requires a six-digit code sent to the new number: valid ten minutes, resend after sixty seconds, three attempts. It is the same step on the Profile tab of staff Manage account and on My Account in the customer portal, and the field itself is read-only until the code comes back.
- An administrator with permission to update users can correct somebody else's number from the user list without a code, for a number mistyped when the person was invited.
- In the customer portal, changing the e-mail address on My Account takes a six-digit code the same way. An e-mail address another account uses is refused.
- Staff accounts cannot edit their e-mail address; an administrator re-invites the person with the new address instead, see Invite staff and drivers.
Sessions
A session stays valid for 30 days after it was last used, and never longer than 90 days. Every device you are signed in on is listed under Manage account → Devices, where you can end any of them, see See where you are signed in. An administrator who edits or deletes your user ends your sessions as well.
- Your account holds one browser session and one mobile session at a time. Being signed in on the web and on your phone at once is normal; signing in on a second browser signs the first browser out, and signing in on a second phone signs the first phone out. The two kinds never affect each other.
- Signing out ends the session you signed out from, and only that one. To end the others, use Sign out other devices on the Devices tab.