Logging in to ContactPad

How do I log in to ContactPad?

To use ContactPad you must log in as an agent. You can either log in to ContactPad directly, or through the VCC Admin Portal.

The first time you log in, you must set a password for your account. If you have received a welcome email, click the link in the email to open the Choose your password form. The link in the email is valid for 72 hours.

For information about setting your password for the first time, see How do I set or reset my password?.

After you have chosen a password, you can log in to the VCC Admin Portal or ContactPad using that password. Either way, provide the following information:

• In Username, type your username.

• In Password, if you have previously set a password, type your password.

Click Login.

Two-factor authentication

Two-factor authentication helps keep your account and data safe. If two-factor authentication is switched on for your account, you may be asked to provide a code when you log in. This code verifies your account.

 Two-factor authentication (email)

If two-factor authentication (email) is switched on, a code may be sent to the email address associated with your account.

 Two-factor authentication (SMS) — early access

If two-factor authentication (SMS) is switched on for your account in addition to two-factor authentication (email), the first time you log in, you will be prompted to select where you want a verification code sent when you log in subsequently — to either the email address associated with your account or, if enabled, a phone number. If you choose to have codes sent to a phone number, you must also configure the delivery method — currently only SMS is available.

You can change these settings later in your user profile. For information, see Configuring two-factor authentication method and trusted devices — early access.

After that, a one-time code may be sent to your email address or phone number.

You'll need to provide a new code in the following circumstances:

• Every time you log in (if you haven't set your current device to be trusted)
• After a certain time as configured by your administrator (if your current device is trusted)
• Any time you use a different device, browser, or network
• If you enter the wrong password two times in a row

The code is 6 digits long and is valid for 5 minutes.

Type the code as required and optionally select Trust this device for number of hours or days to trust your current device for the time as configured by your administrator.

Click Verify. If you have provided the correct one-time code, you are logged in.

How do I set or reset my password?

To set or reset your password, perform the following steps:

Type a new password in both the Password and Confirm password fields. The values in the fields must match and must conform to your account's password policy. Click Submit, Reset or Update depending on which form you are using.

• If your password does not conform to your account's password policy, you receive an error message. The error message contains the number and type of characters your password must contain. Try again.
• If your password has been compromised, you receive an error message. Try again. For information about compromised passwords, see Passwords in Vonage Contact Center.
• If your password conforms to your account's password policy, confirmation appears in your browser, and you also receive a confirmation email.

You can now log in to the VCC Admin Portal and ContactPad using your password.

Help with logging in to ContactPad

If you are having trouble logging in, one of the following solutions should help.

My login details are incorrect or invalid

If you provide incorrect or invalid details, you receive an error message. Check your details and try again.

My password has expired

If your password has expired, when you try to log in you are prompted to reset your password. For information about resetting your password, see How do I reset my password?.

I have forgotten my password or my account is locked

• If you have forgotten your password, click Forgot your password? on the VCC Admin Portal login screen or the question mark icon in the Password field in ContactPad. Provide your username and email details in the Forgot your password? form, and click Email Password Reset Link. You will receive a Password Reset email. The link in the email is valid for 72 hours.

  If you are an agent, you can alternatively contact your supervisor who can request a Password Reset email for you.

• If you have locked your account after five or more failed login attempts, and then provide your correct login details, you receive an Account Locked email.

  You can alternatively ask your supervisor to unlock your account.

When you receive the email, follow the instructions to visit the Reset your password form.

For information about resetting your password, see How do I set or reset my password?.

My password has been compromised

If your password has been compromised, when you try to log in you are prompted to reset your password. For information about resetting your password, see How do I reset my password?.