Account and access

The code field appears only once your password is accepted, and only if the account has two-factor turned on. Showing it to everyone would tell strangers which accounts are protected.

An authenticator app or emailed codes, both from your account settings. App codes are six digits and refresh every 30 seconds, and the code either side is accepted so a slightly wrong device clock still works. Emailed codes are six digits and last 10 minutes, and you can request at most three of them in 15 minutes.

Five failed attempts on the same address pause sign-in for up to 15 minutes, and the message deliberately does not say which field was wrong. Wait it out rather than trying again, or reset the password.

Contact us from the email address on the account. We can reset the second factor once we have checked who you are.

Invite them by email from your account settings. They need an OccluTrace account already, because the invitation goes to an existing user, and each person keeps their own sign-in rather than sharing yours.

They join your organisation, and credits become a shared pool held by the owner. Any credits they held personally are merged into that pool when they join. Somebody can belong to one organisation at a time.

They are probably signed in with a different address, or they have not accepted the invitation yet. Check the member list in your account settings before opening a ticket.

Starting a run uses one. A crown spends its credit at export instead, once, and re-exporting the same case is free. Running a finished case again is a new run and spends another, while a run that failed is retried free.

The credit goes back automatically, once for that case, and your files are left exactly as they were.

Yes. Account settings offers an export of your account data as one file, with a link to each case. It is limited to one export per hour.

No. Download names come from a two-word code derived from the case, not from the filename you uploaded or the case name you typed. The one exception is the case export archive, which mirrors what you sent us. Keep patient identifiers out of filenames and case names anyway; we do not need them.

Yes, from your account settings. If you own an organisation that still has other members in it, move or remove them first, because deleting the owner would take the shared credit pool with it.