Civis Account Recovery Policy and Process

A top Civis priority is safeguarding our clients’ data.  Therefore, we ask for your understanding with this account recovery process, which will err on the side of restricting access rather than granting.

The Civis Platform login security standard is either SSO or two factor authentication (2FA). 2FA requires a password and either a phone text or Google Authenticator 2FA code for user login.

I Forgot My Password

If a password reset is required, please click the “Forgot your password?” link on the login screen.

Instructions:

1. Navigate to Platform 
2. Enter the username or email that is associated with your account
3. Click Next
4. Click Forgot your password?
5. Open the email from us with the subject line: Reset password instructions
6. Click the Login to Civis button in an incognito window
• Please note that this link only works once, and expires in 24 hours after it was sent
7. Enter in a new password
8. Enter in your two factor code from your authenticator app
9. Click Set Password

I Lost Access to My 2FA Device

2FA resets can be handled either by your Organization and Team Platform Admins, or by Civis Support. For fastest resolution, we recommend reaching out to your internal Platform Admins.

If you are a Platform Admin seeking to reset 2FA for one of your users, please see here for instructions.

To request a 2FA reset from Civis Support, a request for change must be sent via business email on record of an Authorized User Account Requestor (AUAR) for the company to support@civisanalytics.com. Examples include but are not limited to:

• unavailability of 2FA text or Google Authenticator devices
• 2FA switch to new phone number

No account recovery will be done unless requested by an Authorized User Account Requestor.

With receipt of an account recovery request from an Authorized User Account Requestor (AUAR), Civis will delete the user’s pre-existing 2FA settings. The user will be required to reconfigure 2FA for their account the next time they log in to Civis Platform. We recommend that users reset their 2FA after deletion as soon as possible, to keep their accounts secure.