HELP FILE

Why can't I log in to Bold360?

The following questions answer those problems that may occur when you can't sign in to your Bold360 account.

Why didn't I get an email when I tried to reset my password?

If you reset your password but did not receive an email from Bold, please check the following:

  1. Type your username or email address in the Reset your Password window:
    • If you have not yet registered your email address as your new username, type your current username
    • If you have registered your email address as your new username, type your email address. By now, most users sign in with their email address.

  2. If the issue still occurs, check your spam folder.
  3. If you still don’t receive an email, make sure your Email settings can accept emails from noreply@logmein.com.
  4. If the issue persists, either ask your administrator to re-send an invitation, which will allow you to set up a new password, or contact our Support team or your Customer Experience Manager.

What are the requirements for creating a new password?

  • Must be at least eight characters long
  • Must have a digit, an upper case character, and a lower case character
  • Cannot have the same character repeating four times in a row
  • Cannot contain your user name or the account name
  • Cannot reuse your last five passwords

Why am I not receiving an invitation or verification email?

When your administrator assigns a new email address to you, your must set up access via an email invitation. Similarly, when you change your username to an email address, you have to verify your new email address via a verification email. When you don't receive such emails, do the following:

  1. Make sure your spam folder does not contain an email from us.
  2. If you still don’t receive an email, make sure your Email settings can accept emails from noreply@logmein.com and support@bold360.com.
  3. If the issue persists, either ask your administrator to re-send an invitation, which will allow you to set up a new password, or contact our Support team or your Customer Experience Manager.

As an administrator, can I resend an invitation for my users?

Yes, you can. When your user cannot find the invitation email or cannot sign in to Bold360 for any reason, you can resend an invite.
  1. In the Bold360 Admin Center, go to Organization > Agents.
  2. Click the name of the agent to who you want to resend an invitation.
  3. On the Agent Information tab, select Resend user invitation.
  4. Save your changes.

This will send an email to your selected user who will be prompted to change their password.

What if I can sign in but have no access to a Bold account?

  • If an email invitation was already sent to you (automatically when creating new user; when changing your email address; or when resending an invitation), make sure that you set up your Bold access through this invitation email. These invitations are always sent from support@bold360.com.
  • If you are an existing Bold user and your username has not been changed since LogMeIn started migrating Bold users to the common login platform, make sure you set up your Bold access by doing the following:
    1. Sign in with your former Bold username and password.
    2. During the sign-in process, switch your username to your email address. See Change your username to email address to sign in.

What if I can sign in, but immediately and automatically signed out?

Make sure you are not signed in to Bold360 in another browser or browser tab. If you are, close that browser (tab) and try again.

As an administrator, how do I reset passwords for my agents?

You don't. As LogMeIn moves to the new common identity platform, each user will be uniquely identified by their email address. Users of LogMeIn products will be able to easily move between different LogMeIn products using the same email-address and password. Therefore, the email and password of each user are owned by the user itself and can’t be controlled by the administrator of a Bold account.

However, the administrator of a Bold account can always remove or modify each user's permissions. For example, users can be blocked from accessing a specific account or can get different permissions to ensure the security and ownership of the administrators of their accounts.

Do I need my agents to have a valid email address?

Yes. Since each user of LogMeIn products is identified by their email address, that email address must be valid and accessible. Email addresses in your Bold360 account can be either a work email (recommended) or a personal email. These emails will not receive any sensitive information regarding your Bold360 account.