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Use this guide when you cannot sign in, cannot find the right Team, or cannot accept an invitation.

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Password Reset

If you forgot your password, start from the FirstTouch sign-in page and choose the password reset option.
  • Use the same email address you use for FirstTouch.
  • Reset links expire after a limited time. Request a new link if yours is expired.
  • Check spam, promotions, and security filtering if the email does not arrive.
  • After several failed sign-in attempts, FirstTouch can temporarily lock attempts to protect the account.

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Email Verification

Some account flows require email verification before Team access is complete. Use the newest verification email and avoid opening old verification links after requesting a new one.

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Invitations

When you are invited to a Team:
  • accept the invitation with the invited email address
  • ask the inviter to resend the invitation if it expired
  • ask a Team Admin to confirm the intended Team Role and Seat Type
If you already have a FirstTouch login, accepting an invite adds a Team Membership to your existing User Identity. It does not create a second identity.

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Active Team

FirstTouch interprets Team-scoped product data through your Active Team. If you belong to multiple Teams, switch to the correct Team before checking audiences, Flow Plans, Tasks, Activities, Billing, or integrations. If your previous Active Team is no longer available, FirstTouch may ask you to select another accessible Team before team-scoped access continues.

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Default Team

If you sign up directly, FirstTouch can create a Default Team for you. If an existing user loses access to every other Team, FirstTouch provisions or reactivates a Default Team so the user can continue signing in.

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When To Contact Support

Contact support if:
  • you cannot receive reset or verification email
  • your invite was sent to the wrong email address
  • you accepted an invite but do not see the Team
  • you believe your role or Seat Type is wrong
  • your account is locked and does not recover after waiting