Promoters sign in to the Promoter Portal with their phone number instead.

Steps

1. Open the right portal for your role.
2. Type your Work email and Password.

3. Click Sign in.

   

4. If you use two-step sign-in, type the 6-digit code we send you by email or SMS, then click Verify and sign in.

   

What happens next

Your dashboard opens. You stay signed in on this computer until you sign out, or until you haven't used it for a long time.

Can't get the code?

Click Can't get the code? Use a recovery code, and type one of the recovery codes you saved when you turned two-step sign-in on. Each one works once.

If it doesn't work

• I can't sign in
• Forgot your password?

If you've forgotten your password, or your account is locked after too many wrong tries, set a new one. Resetting it also unlocks your account.

Steps

1. On the sign-in page, click Forgot password?

2. Type your Work email and click Send reset link.

   

3. Open the email from Moments Analytics and click the link. It works for 30 minutes.

4. Type your new password twice, and click Reset password.

   

A password needs at least 8 characters, with a letter and a number.

What happens next

You can sign in with your new password. For your safety, you're signed out on your other devices.

If the email doesn't arrive

• Check your spam or junk folder.
• Check that you typed the email you sign in with. For your privacy, the page looks the same whether or not that email has an account.
• The link lasts 30 minutes. If it has expired, start again.

When an admin adds you, you get an invitation email from Moments Analytics. Use it to set your password.

Steps

1. Open the invitation email and click the link. It works for 72 hours.

2. Type a password twice, and click Reset password.

   

3. Sign in with your email and your new password. See Sign in.

A password needs at least 8 characters, with a letter and a number.

If the link has expired

Ask the admin who added you to resend your invitation.

Click your name at the top right, then Your account.

Change your name or phone

1. Under Your details, change your First name, Last name or Phone.
2. Click Save changes.

Your phone is optional. It's used for two-step sign-in codes by SMS. You can't change your email here: ask your admin.

Change your password

1. Under Password, type your Current password.
2. Type the New password twice.
3. Click Change password.

A password needs at least 8 characters, with a letter and a number. When you change it, you're signed out on your other devices.

Sign out everywhere

Use this if you've lost a device, or signed in on a shared computer.

1. Under Security, click Sign out everywhere.
2. Confirm.

You're signed out on every device, including this one. Sign in again to carry on.

Sign out

Click your name at the top right, then Sign out. Or click Logout at the bottom of the menu.

Brand viewers

In the Viewers Portal, your details are under Your account in the menu. Your agency or brand changes your email.

With two-step sign-in, you type a 6-digit code after your password. The code comes by email or SMS, so someone who learns your password still can't sign in.

Steps

1. Click your name at the top right, then Your account.
2. Under Security, next to Two-step sign-in, click Turn on.
3. Choose to Send codes by Email or SMS.

4. Type Your password and click Send code.

   

5. Type the code we sent you.

6. Save your recovery codes. Copy them, or write them down, and keep them somewhere safe. Then click I've saved them.

   

To use SMS, add your phone under Your details first.

What happens next

Each time you sign in, you'll also type a code. See Sign in.

Get new recovery codes, or turn it off

Under Security, you can get new recovery codes. The old ones stop working. You can also turn two-step sign-in off, which needs your password.

If your organisation requires two-step sign-in, you always need a code to sign in, even if you turn your own setting off. The code comes by email unless you've chosen SMS.

"Access Denied"

Your role doesn't include this page. For example, managers can't open Billing or Users.

• Click Go back to return to your dashboard.
• If you need the page, ask your admin. See Who can do what.
• Signed in with the wrong account? Click Sign in with a different account.

"You've been signed out"

Your session ended, so you need to sign in again. It happens when you, or someone using your account, clicks Sign out everywhere, or after a long break. Anything you saved is still there.

If you didn't sign out everywhere and it keeps happening, change your password.

A list won't load

You see Try again when a list couldn't load, usually because the connection dropped.

Check your internet connection, then click Try again.

Find the message you see on the sign-in page.

"Wrong email or password."

One of them is wrong. For your safety, we don't say which.

• Check the email. Use the one you were invited with.
• Click Show to check the password as you type it.
• Still stuck? Reset your password.

"You haven't set your password yet"

You've been invited, but haven't chosen a password. Use the link in your invitation email. See Set your password from an invitation.

The link works for 72 hours. If it has expired, ask your admin to send a new one.

"Too many failed sign-in attempts"

After 5 wrong passwords in a row, your account is locked for 15 minutes. We also email you about it.

Wait 15 minutes, or reset your password to unlock it now. If you didn't make those attempts, reset your password anyway.

"Too many attempts, please try again after 15 minutes"

There were too many tries from your internet connection. Wait 15 minutes, then try again.

"Your account has been suspended" or "deactivated"

An admin in your organisation has stopped your account. The message may say why.

Contact your admin. Only they can restore it.

"… has been suspended, so its accounts can't be used right now"

Your whole agency or brand has been suspended or deactivated, so nobody in it can sign in.

Contact your admin, or Moments Analytics support at support@momentsanalytics.com.

"This account can't sign in to the Viewers Portal"

You're on the wrong portal for your role. Admins and managers use admin.momentsanalytics.com. Brand viewers use viewers.momentsanalytics.com.

Two-step sign-in messages

Lost your phone and your recovery codes? Ask your admin. Brand viewers can ask their agency.