User Login Issues ?

Are you an alpha/beta tester for Contour 8.0 ? Refer to user self service instructions over here

This guide does not apply to those companies who log in using Single sign-on (SSO), because the SSO accounts are fully managed by your company's identity and access management (IAM) solution.

If you experience continued login issues, please contact your company's admins who will help you resolve the issue.

Activation

After a user is created by your company's admins, they will receive an email with the link to activate the account.

Note:

• The activation email is sent from Contour Support (support@contour.network). Please check in “Junk” folder if doesn't show up in "Inbox".
• The link is valid for 1 week, unless configured otherwise. If the link has expired, user can ask any of company’s administrators to resend the invitation.
• The link is for one-time use only. It expires after the user created their account successfully.

Steps to activate the account:

1. Click on Activate now in the email, which open the account activation page
2. Set the “username” and “password” as per the requirements specified on the account activation page
3. Click Submit
4. (If Multi-factor authentication is enabled) Activate multi-factor authentication by following MFA Setup

The account is now active

Forgot Username?

Steps to retrieve the forgotten username:

1. Click forgot username on the login page
2. Enter the email address registered
3. Click Continue

The username will be sent to the email address ONLY if it matches the registered email address in Contour.

Forgot Password?

Steps to reset the forgotten password:

1. Click forgot password on the login page
2. Enter the username registered
3. Click Continue
4. The password reset link will be sent to the email address registered under the username entered. The password reset link will be valid ONLY within the period set by company admin, 48 hours by default.
5. Click on Reset password in the email, which open the password reset page on Contour
6. Set the new “password” as per the requirements specified
7. Click Submit
8. (If Multi-factor authentication is enabled) Verify with multi-factor authentication by following MFA Verification

Need to change your password?

Steps to update the password:

1. Log into Contour with current password
2. Click on user profile icon on the top right, then My Profile
3. Go to "Security settings" tab, click Change password
4. Enter "current password", and "new password" meeting the requirements as specified
5. Click Save
6. (If Multi-factor authentication is enabled) Verify with multi-factor authentication by following MFA Verification

The password has been updated successfully.

Is your account locked?

Your account will be locked automatically after 5 consecutive invalid login attempts. Please contact your company's admins to unlock your account.

Can't perform an action?

Depending on the role that you have been assigned you may not have sufficient privileges to perform the action you need to. Please speak to your company's user admin in order to be provided the correct role. Contour is unable to update your permissions

Need to set-up Multi-factor Authentication?

Pre-requisites:

• a smart phone with Microsoft Authenticator or Google Authenticator installed
  • iPhone (iOS)
    • Microsoft Authenticator on Apple App Store
    • Google Authenticator on Apple App Store
  • Android Phone (android)
    • Microsoft Authenticator on Google Play
    • Google Authenticator on Google Play

Steps to setup the multi-factor authentication:

1. Open the authenticator app on the phone
2. Add account
3. Scan the QR code displayed on Contour
   • If the scanning/camera fails, you can choose to manually key in the secret code displayed on Contour as alternative
4. Key in the one-time password (OTP) generated by the authenticator app on Contour
5. Click Submit

Now, the multi-factor authentication (MFA) has been set up successfully. Please use the OTP generated by the authenticator for future logins.

MFA Verification

Steps to verify with the multi-factor authentication (MFA):

1. Open the authenticator app on the phone
2. Key in the 6-digit one-time password (OTP) generated by the authenticator app on Contour
3. Click Submit

Note: the OTP changes every 30 seconds. If the 30 secs is expiring, please wait for a few seconds for the new OTP.

Setting Preferred Language Selection

Contour supports the following three language selections

• English
• Simplified Chinese (introduced in release 6.1)
• Traditional Chinese

To select your preferred language, please follow these steps or view our video guide here

1. Log in to Contour
2. On the top right corner, click on the profile icon
3. Click on My profile. Your profile page will appear.
4. Go to the User settings section. You will find the System language dropdown
5. Select your preferred language. All form fields, statuses and options will now display in the selected language.