Logging into Remote Access

This article explains how to log in to the Remote Access Portal. You can use either single sign-on (SSO), if configured for your company, or enter your Remote Access credentials, as explained in the sections below. 

  • Remote Access administrators receive a username and password from the Neeve Support Team. (If you’re an administrator and don’t have one, email us at [email protected].)
  • Other Remote Access users, such as technicians or third-party vendors, get a username and initial password from the company’s Remote Access administrator.  Once you've logged in, explore the user guide for other instructions.
Lockout policy
To protect your security, too many failed login attempts will temporarily lock you out of Remote Access. After 3 failed attempts, access will be restricted for 30 minutes. If you reach 5 failed attempts, the lockout extends to 24 hours. If you need access restored before this period ends, please contact Customer Support at [email protected].

Portal experience

 Once logged in, Admins users are directed to the dashboard:

ra-dashboard

Technicians and other standard users will be directed to their profile page:

ra-access-user-view

Log in with Remote Access credentials

After you’ve received your Remote Access username and password from Neeve or your administrator, follow these steps to log in:

  1. Navigate to your company’s domain:
    https://<yourcompanydomainname>.remoteaccess.neeve.com
  2. On the login page, enter your username or email and password.
    • If this is your first time logging in, you will be prompted to verify your email before proceeding.
    • If this is not your first login, skip to Step 4.
  3. When you receive the verification email, click Verify email address
    • If you don't receive the verification email, select Try again to resend it.
  4. After successful email verification, you’ll be prompted to set a new password. Enter a new password and confirm it.
    set-password(1)Once the new password is set successfully, a confirmation message will appear.
    Note
    Resetting your Remote Access password only affects Remote Access—it won’t change your device access passwords. Remote Access passwords expire every 90 days. You'll see a notification in your user profile 10 days before the password expires.
  5. Return to the login page, enter your username or email and new password, and select Login
    • Admin users will be directed to the dashboard.
    • Technicians and other standard users will be directed to their profile page.

Log in with single sign-on (SSO) credentials

If your account has been set up for single sign-on, follow these steps to log in. Our example uses Google Authenticator, but you might see a different sign-on prompt depending on your company's external identity provider.

  1. Navigate to your company’s domain name:
    https://<yourcompanydomainname>.remoteaccess.neeve.com.
  2. On the login page, select Continue with [your provider] and follow the sign-on prompts. 
  3. After logging in:
    • Admin users will be directed to the dashboard.
    • Technicians and other users will be directed to their profile page.

Log in with multifactor authentication (MFA)

If your company uses multifactor authentication (MFA), follow these steps to log in for the first time:

  1. Navigate to your company’s domain name:
    https://<yourcompanydomainname>.remoteaccess.neeve.com.
  2. On the login page, enter your username or email and password.
    • If this is your first time logging in, you will be prompted to verify your email before proceeding.
      verify-email
  3. If you’re using SSO, select Continue with [your provider] and follow the sign-on prompts.
  4. When you receive the verification email, click Verify Email Address
    • If you don't receive the verification email, select Try again to resend it.
  5. After successful email verification, you’ll be prompted to set a new password. Enter a new password and confirm it.
    Note
    Resetting your Remote Access password only affects Remote Access—it won’t change your device access passwords. Remote Access passwords expire every 90 days. You'll see a notification in your user profile 10 days before the password expires.
    After the new password is set successfully, the Mobile Authenticator Setup page opens so you can set up MFA.
  6. Download Google Authenticator (or another supported app) to your phone. Our example uses Google Authenticator on an iPhone.
  7. Open the app's Authenticator Setup screen and select Begin Setup.
    MFSSetupScreen1
  8. Select Scan barcode and scan the barcode on the Remote Access Mobile Authenticator Setup page. 
  9. Authenticator displays a code for one-time use. Enter the code into the Mobile Authenticator Setup page. The code changes every 15 seconds, so enter it promptly.
    The first time you log in, the below message will be shown to you. (If you’re using single sign-on, go to Step 9)
    ChangePasswordMessage
  10. After successfully setting up MFA, enter your username or email and the new password on the login page. (if your company uses SSO, this is not necessary.) Then, type the code from your Authenticator app.
  11. Select Login:
    • Admin users will be directed to the dashboard.
    • Technicians and other users will be directed to their profile page.

Future logins will require you to enter the code from your Authenticator app.

Reset your password

To reset your Remote Access account password:

  1. Navigate to your company’s domain name: https://<yourcompanydomainname>.remoteaccess.neeve.com
  2. On the login page, select Forgot your Password?
    ra-forgot-password
  3. On the reset password page, enter the username or email associated with your Remote Access account and select Submit. You’ll receive an email with a reset password link.
  4. In the email, click Reset My Password and you’ll be prompted to reset your password.
    ra-pass-reset-email
  5. Enter your new password, confirm it, and submit.
    ra-reset-pass-page

Once successful, you’ll see a confirmation message. You'll also receive a confirmation email for your records.