# Account, company profile, and regional preferences

> Manage sign-in, password recovery, your profile, company identity, portal language, and user time zone.

Language: en-US. Product guide: https://customer.help/help/account-profile/.

Reviewed by Customer Help Product Support on July 23, 2026. Verified for release 2026.07.

## Sign in and password recovery

### Sign-in fields

| Field | Safe use and consequence |
| --- | --- |
| <span id="account-sign-in-email"></span> **Email** | Enter the verified email used to register or accept your invitation. Signing in does not change the account email or your business access. |
| <span id="account-sign-in-password"></span> **Password** | Enter the private password for that account. A password manager can fill it safely. Never send a password to an Administrator or support, and never include it in screenshots or support messages. |

### Password-reset fields

Select **Forgot password?** to request a recovery link at your verified sign-in email.

| Field | Safe use and consequence |
| --- | --- |
| <span id="account-password-reset-email"></span> **Email** | Enter the verified sign-in address for the account you need to recover. A request does not change the account by itself; use only the newest legitimate recovery message and do not forward its link. |
| <span id="account-password-reset-new-password"></span> **New password** | Choose a unique password that meets every requirement shown in the reset form. Do not reuse an old or shared password, and enter it only on the Customer Help page you expected to open. |
| <span id="account-password-reset-confirm-password"></span> **Confirm password** | Re-enter the same new password exactly. This comparison catches typing mistakes; it is not a second password and must match before the reset can be submitted. |

If sign-in or recovery controls are unavailable, [contact support about sign-in or recovery](/help/reference.md#reference-support). Do not share accounts; Administrators can invite each teammate with their own roles and locations.

## Business selector

<span id="portal-business-selector"></span> **Business** changes which company workspace is active in the portal. Switching it loads that business's brands, locations, settings, team access, and available features; it does not copy or merge information between businesses. Save unfinished changes before switching, and confirm the selected business name before editing or publishing customer-facing information.

## User profile fields

| Field | What it controls |
| --- | --- |
| <span id="profile-name"></span> **Your name** | Name shown to teammates and in the conversation workspace. It does not rename the company or a brand. |
| **Email** | Address used to sign in. It cannot be changed from the profile or team member form. |
| <span id="profile-portal-locale"></span> **Portal language** | Language used for this person's portal and for account messages available in that language. It does not translate customer content or change another teammate's portal. |
| <span id="profile-time-zone"></span> **Time zone** | Controls how times for conversations, invitations, source updates, and listing history appear to this user. Choose a city or region, such as `America/Chicago`; the initial setting is UTC until you change it. |

Select **Save regional settings** after changing language or time zone. A portal language change is independent from the business primary language and public-page language.

## Company profile fields

| Field | Customer consequence and rules |
| --- | --- |
| <span id="company-name"></span> **Company name** | Main business identity that can appear publicly and may be used as the starting value for new brand content. Add translations for enabled languages. |
| <span id="company-tagline"></span> **Tagline** | Short public-facing company copy. Missing translations fall back to the primary language. |
| <span id="company-description"></span> **Description** | Longer company summary that can appear to customers. Do not include private procedures or credentials. |
| <span id="company-page-link-name"></span> **Page link name** | Use lowercase letters, numbers, and hyphens. This value becomes part of public web addresses. Changing it can break bookmarks, QR codes, and installed links. |
| <span id="company-primary-phone"></span> **Primary phone** | Monitored business number used as the default contact during setup and wherever a general customer phone number is needed. Use a clear international format and test the number. |

Only Administrators can edit company fields. Save the profile and then retest public links.

## Time-zone boundaries

Your user time zone controls how dates and times appear in the portal. A location's detected time zone or selected override determines its weekly hours, holiday dates, Chat coverage, and AI after-hours behavior. Changing one does not change the other.

## Permissions, billing, and visibility

Every signed-in user can set personal regional preferences. Administrators manage company fields. These settings do not directly change billing. Company text and phone numbers can appear to customers; your name, email, portal language, and time zone remain account information.

## Troubleshooting

- **Time zone not accepted:** choose a city or region such as `America/Chicago`, not an abbreviation such as `CST`.
- **Public page still uses the old language:** change the public language selector or use a link that includes the language; portal language affects only your interface.
- **Password email does not arrive:** confirm the address, check spam, wait a few minutes, and then [contact support about password recovery](/help/reference.md#reference-support).
- **Save controls are disabled:** confirm that you have Administrator access. Chat-only users and anyone viewing with read-only support access cannot change company fields.