Profile is where a client manages the two things only they should control: the email address they sign in with, and their password. Your office cannot do either of these for them once they have accepted their invitation (see 21.10), so this is the page to point them at.
How they reach it is covered in 29.2 — the identity block in the sidebar’s company menu on a computer, or the Profile link above the Logout pill on a phone.
The page is two cards:
- Identity — a circle with their initials, their name, and the address they sign in with, with a Change Email button.
- Password — the label Current Password over a masked value, with a Change Password button that expands the card into a form in place.
Changing the login email
This is a three-step flow in a single dialog, and the client never leaves the page:
- Verify Your Email — PSS mails a 6-digit code to the address they sign in with today, and they type it in. This proves they still read that mailbox. Continue unlocks at six digits.
- Enter Your New Email — they type the address they want to use from now on.
- Verify Your Email again — PSS mails a second code, this time to the new address. Only when that one is entered does the login actually move.
Afterwards, PSS emails the old address to say the login was changed and which address replaced it. Nothing changes until step 3 completes, so the old address keeps working right up to that point.
- Each code lasts 10 minutes. A wrong code says “That code is not correct.”; an expired one says “That code has expired. Please request a new one.”
- Asking for codes too quickly is refused with “A code was just sent. Please wait a minute before asking for another.”
- If the address is already in use as a portal login, they get “That email address is already in use.”
- If the same login also reaches other PSS companies, a warning appears while they are typing the new address: “You use this login at N companies. Changing it changes how you sign in to all of them.” This is worth reading — one login is one account, and moving it moves it everywhere.
- A small number of logins cannot be moved from this page at all — a login that is also a staff account, for instance. Those show “This login cannot be changed here. Please contact support.” in place of the Change Email button.
- The dialog has no Cancel button; clicking outside it closes it. That abandons the change on screen only — if the client comes back before the codes expire, the portal picks the flow up where they left it.
Important: Changing the login email does not change where your invoices, service reports and other notifications are sent. Those go to the addresses on the client record in PSS, and only your office can change them.
Changing the password
Change Password expands the card into three fields — Current Password, New Password and Confirm New Password — with the hint “Set a password of minimum 8 characters”. Each field has a reveal toggle. Update stays greyed out until all three are filled, and Cancel closes the form.
- The new password must be at least 8 characters and must differ from the current one (“Your new password must be different from your current one.”).
- A wrong current password is answered with “That is not your current password.”
- On success the client sees Password Updated and PSS emails them a confirmation. Any outstanding password-reset links are cancelled at the same time.
Note: The Profile page stays reachable even for a client whose access you have disabled or revoked (29.13). It holds their own credential rather than your data, so locking them out of it would only generate support calls.