Enhance password and two-factor authentication

What you'll achieve

• replace the password you received from us with a new, strong one, and know how to change the password of an email address;
• turn on two-factor authentication for Enhance;
• know what to do if you forget your password or change your phone.

In short, the two logins (Enhance and Webmail) and which password works for each are also on the My account page.

Before you start

• Log in to Enhance (see How to log in to Enhance and Webmail).
• Install an authenticator app on your phone, for example Google Authenticator or Microsoft Authenticator. Any app that generates 6-digit codes will work.
• Check that your phone sets its time automatically. If the time is wrong, the codes are not accepted.
• Check that you can read email at the address you use to log in to Enhance: that is where the reset link is sent if you forget your password.

The steps

A. Change your Enhance password

1. Click the account icon at the top right and choose “My account”.
2. Under “Password”, click “Reset”. Below the button you can also see when you last changed it.
3. Under “Current password”, enter your current password.
4. Under “New password”, enter the new password. You can also click the generate button next to the field: Enhance fills in a random 16-character password, which you can reveal with the eye icon in the field. Copy it to a safe place before you save.
5. Below the field you will see the rules: at least 10 characters, one lowercase letter, one uppercase letter, one digit and one symbol. When the password meets all of them, “Password meets all requirements” appears.
6. Click “Save”. The message “Your password has been updated” appears.

Good to know:

• The Enhance password is different from the passwords of your email addresses and FTP accounts. Changing it does not affect the others.
• You change the password of an email address from Enhance: in the left menu, “Emails”, click “Manage” next to the address, and on its page, under “Mailbox” » “Password”, click “Reset”, enter the password under “New password” and click “Save”. If you know the current password, you can also change it from Webmail, under Settings » Password.
• Keep your password in a password manager. Never send it to anyone on WhatsApp or by email, not even to us: we do not need it to help you.

B. Turn on two-factor authentication for Enhance

1. Click the account icon at the top right and choose “My account”.
2. The two-factor authentication section says “Two-factor authentication is inactive”. Click “Enable two-factor authentication”.
3. Open the app on your phone, add a new account and scan the QR code on the screen.
4. The app shows you a 6-digit code. Enter it in the field below the QR code before it changes. When you type the sixth digit, the code is submitted automatically.
5. The message “Two-factor authentication enabled, please login again” appears, and Enhance logs you out. This is normal.
6. Log in again: after your password, Enhance asks for the code from the app. If you check “Remember me on this device”, that computer will no longer ask for it every time you log in.

Enhance does not show the key as text and does not provide backup codes, only the QR code. If your app supports backing up accounts (Google Authenticator and Microsoft Authenticator both do), turn it on so you do not lose your codes along with your phone.

C. Email addresses

The two-factor authentication above protects only your Enhance account. For email addresses, our Webmail does not have 2FA: each address is protected by its own password. Give each address a long password used only there, and change it immediately (see section A) if you suspect someone else knows it.

D. Changing your phone or turning off 2FA

• You have a new phone and still have the old one. In “My account”, click “Disable two-factor authentication” and enter the code from the app on your old phone. Then turn on 2FA again, as in section B, and scan the QR code with your new phone.
• You want to turn off 2FA. Again “Disable two-factor authentication”, with the code from the app. The message “Two-factor authentication disabled” appears.
• You lost your phone and can no longer log in. Write to us or call us from the phone number or email address you gave us when you ordered. Once we have confirmed it is you, we turn off 2FA on the server, and you turn it on again.

E. You forgot your Enhance password

1. On the login page, click “Forgot your password?”.
2. Enter the email address you use to log in to Enhance and click “Recover password”. “Check your inbox” appears.
3. At that address you receive an email from no-reply@nbt-host.com with a reset link. The link is valid for 6 hours and works only once.
4. Open the link, choose your new password and save it. “Password successfully reset” appears; click “Log in now” and log in with your new password.

If you no longer have access to the address you log in with, contact us. We will set a new password for you once we have confirmed it is you.

For email addresses, the Webmail login page has no password reset. If you forgot the password of an address, change it from Enhance, as in section A.

If something doesn't work

1. The code from the app is rejected. Most often, the phone’s time is wrong. Set the time to automatic in your phone’s settings, wait for a new code to appear and try again.
2. The new password is not accepted. It does not meet all the rules below the field: 10 characters, a lowercase letter, an uppercase letter, a digit and a symbol. Use the generate button.
3. Under “Current password” you see “The password you have entered is incorrect. Please try again.” Enter the current password of your Enhance account, not that of an email address.
4. You do not receive the reset email. Check the Spam folder of the address you log in with and make sure you typed it correctly. Wait 5 minutes before requesting another link. If the address is on the domain hosted with us and you can no longer read it, contact us.
5. Your email app (Outlook, your phone) no longer connects after you changed an address’s password. Enter the new password in the app as well. The Enhance password does not matter here.
6. Enhance logged you out after you turned on 2FA. This is normal. Log in again, with your password and the code.