Account security and sessions
Your account is protected by your email and password, and a verified email is required before it is fully active. You stay signed in on each device for about a week, and you can sign out any time. Your password is never visible to anyone at TrueTone, and access to your account is protected and audited behind the scenes.
What it is
This page explains how your TrueTone account keeps your content, credits, and settings tied to you and no one else. It covers the basics of how you prove it is you (email and password), why confirming your email matters, how staying signed in works from one visit to the next, and what a support teammate can and cannot do on your behalf.
None of this requires any setup. It is simply how TrueTone treats your account so you can focus on your content and trust that it is yours.
Who it is for
- Loan officers who want to keep their account and their voice secure.
- Org admins describing the security model to their seats.
- Sales, marketing, and support teammates who need to explain account safety accurately to customers.
How your account is protected
Your email and password
You sign in with the email and password you chose when you created your account. That password is the key to your account, so it is worth choosing a strong one. Passwords are at least 8 characters, and longer is always stronger.
Your password is stored in a scrambled form that no one can read, so no one at TrueTone, including support, can ever see it or tell you what it is. If you forget it, you reset it yourself from the sign-in screen and choose a new one. For the step-by-step, see Signing up and signing in.
Email and password is the one live way into TrueTone today. A one-time email sign-in link and Google sign-in are part of the foundation of the TrueTone System and are on the way, but they are not offered as buttons on the sign-in screen yet.
A verified email is required
When you create your account, TrueTone sends a link to your inbox to confirm the email is really yours. Your account is not fully active until you click it. This one step keeps someone from signing up with an address they do not control and protects the inbox where your reset links and important notices will land.
If you ever try to sign in before confirming, TrueTone simply guides you back to resend the link and finish. Verification links expire after a while for safety, so if yours has gone stale, request a fresh one.
Your email is your identity
Your email address is how TrueTone knows you. Everything you create, every credit you hold, and your place in your organization all attach to that one address. Because it is your identity, a few things follow:
- One email, one account. Use an address you check regularly, since your verification and password reset links go there.
- Your email is not a field you edit yourself. In your profile, your email address is shown but locked, because it is managed as part of how you sign in. If you need to change it, contact Support.
- Guard the inbox itself. Anyone who can read your email could request a password reset, so keeping your email account secure keeps your TrueTone account secure too.
Sessions and staying signed in
A session is what keeps you signed in so you are not typing your password on every visit.
- You stay signed in for about a week on each device. Regular use keeps your session fresh, so day-to-day you rarely have to sign in again. After a stretch away, you may be asked to sign in once more.
- Each device has its own session. Signing in on your laptop and your phone creates two separate sessions. Signing out of one does not sign you out of the others.
- Signing in after verifying is automatic. When you click the verification link in your welcome email, you are signed in and taken straight into TrueTone.
Signing out
You can sign out any time from your account menu. When you do, TrueTone ends that session securely and shows a short confirmation that your session has ended, with a button to log back in whenever you are ready.
Signing out ends the session on the device you are using, not on every device at once. If you signed in somewhere you no longer control, such as a shared or public computer, sign out there directly. If you cannot, reach out to Support and, for enterprise seats, loop in your org admin.
What support can and cannot change
Support is here to help you get back in and keep your account healthy, within clear limits that protect you.
Support can help you:
- Get back into your account when you are stuck after trying the reset steps.
- Be your point of contact for anything tied to your email or identity, since your email is not a field you edit yourself.
- Answer questions about your account, plan, and credits.
Support cannot:
- See or tell you your password. It is unreadable to everyone, so the only path back in is a reset link sent to your own inbox.
- Sign in as you casually. Any authorized access to a customer account for support is protected and recorded, so there is always an accountable trail.
On the rare occasion an authorized team member needs to view your account to resolve an issue, that access is limited and audited. See Impersonation and audit for how this is handled and logged.
Keeping your account safe
Use a strong, unique password
Choose a password you do not reuse anywhere else, and make it longer than the minimum. A password manager makes this effortless.
Protect your email inbox
Because password resets go to your email, securing that inbox is the single most important thing you can do for your TrueTone account.
Sign out of shared devices
If you sign in on a computer that is not yours, sign out when you are done rather than just closing the tab.
Reset right away if something feels off
If you suspect someone else has your password, reset it from the sign-in screen. That is enough to lock your account back to you.
Good to know and limits
A few things worth keeping in mind:
- Your password is never visible to anyone. Not to support, not to admins, not to anyone. Resets are the only way to set a new one.
- Verification and reset links expire. If a link no longer works, request a fresh one from the relevant screen. Nothing is lost.
- Sessions are per device and last about a week. There is no single button today to sign out everywhere at once. Sign out on each device, or contact Support if you are locked out of one you cannot reach.
- Enterprise seats. If your company added you as a seat, your organization manages your access. For anything you cannot resolve yourself, contact your org admin as well as support.