• How do I change or reset my password?
• How do I enable or disable email-based password reset?
• How do I set or get a password hint?

How do I change or reset my password?

You can reset your password directly from an installed Sync desktop app, or by using the forgotten password reset page. Choose a strong unique password, and do not re-use a password that you’ve used elsewhere.

Important: For maximum security and privacy Sync does not store or transmit your password (to ensure that no one can get a hold of it). As such, it is crucial that you keep a copy of your password in a safe place, ensure that you’ve got the Sync desktop app installed, or, optionally enable email-based password recovery or set a password hint. Otherwise if you lose your password there will be no way to recover it.

To reset your password from an installed desktop app:

Show on Windows    Show on Mac

1. Click the Sync icon on the Windows system tray or the Mac menu bar.
2. Click the Settings icon (cog) and select Preferences.
3. Click the Account tab.
4. Enter and confirm a new password.
5. Click OK.

When you reset your password, you’ll stay logged into any previously authenticated computers or devices.

To reset your password using the forgotten password page:

1. Visit the forgotten password reset page.
2. Enter your email address.
3. Click the Reset my password via email option. This option will only be available if you have enabled email-based password recovery on your account.
4. Write down the password reset code displayed in your web browser (you’ll need this later)
5. Check your email for the password reset request notification. Click the Reset password button contained in the email.
6. Enter the password reset code you wrote down earlier.
7. Enter and confirm your new password.
8. Click Reset password.

When you reset your password, you’ll stay logged into any previously authenticated computers or devices.

I’ve tried all options, but still can’t reset my password

If you’ve tried the steps above and you’re still not able to reset your password, check to see if you have enabled a password hint, or contact our support team.

How do I enable or disable email-based password reset?

Sync provides an email-based method of resetting a lost or forgotten password. If you do not have the Sync desktop app installed on your computer we highly recommend you enable this security feature, to ensure that you do not get locked out of your Sync account.

To enable or disable email-based password reset:

1. Sign in to the web panel.
2. Click your email address (or display name) on the top right corner of the blue menu bar.
3. Select Settings.
4. Click the Security tab.
5. Click Edit beside email-based password recovery.
6. Set the status to Enabled (or Disabled).
7. Enter your current password for security verification.
8. Click Update.

This feature is enabled by default on all paid plans, and cannot be disabled on Teams plans. Email-based password reset does not expose your password to Sync, however it does give Sync’s automated systems temporary access to your encryption keys when the feature is enabled or used. We cannot enable or disable the feature on your behalf.

How do I set or get a password hint?

A password hint is a word or phrase you create, to help you remember your password. Because password hints are sent to you via email, you’ll want to ensure that your password hint is a clue that only you would understand. To set a password hint:

To set a password hint:

1. Sign in to the web panel.
2. Click your email address (or display name) on the top right corner of the blue menu bar.
3. Select Settings.
4. Click the Security tab.
5. Click Edit beside password hint.
6. Enter a password hint.
7. Click Save.

To get your password hint:

1. Visit the forgotten password reset page.
2. Enter your email address.
3. Click the Send a password hint option. This option will only be available if you have previously set a password hint.
4. Check your email for the password hint.

The post Password management first appeared on Sync.com - Help Desk.

In this article:

• Choose a strong, unique password
• Enable two-factor authentication
• Enable PIN lock on the Sync mobile apps
• Monitor attached devices and web sessions
• Monitor events
• Enable local drive encryption
• Use remote wipe on team shared folders
• Disable desktop app password change on public computers
• Disable single sign-on (SSO) on public computers

Choose a strong, unique password:

You’ve probably heard this before, but choosing a strong password and never re-using a password you’ve used elsewhere is the safest thing you can do to protect your account. Furthermore, if you install the Sync desktop app you should also ensure that you’re using a strong password for your Windows or Mac computer account as well.
Follow these instructions to change your Sync password

Enable two-factor authentication:

Two-factor authentication adds an extra level of security in the event that your password is compromised. We highly recommend enabling this feature.
Follow these instructions to enable 2FA

Enable PIN lock on the Sync mobile apps:

PIN lock adds an extra level of protection for the Sync app on your mobile device.
Follow these instructions to enable PIN lock

Monitor attached devices and web sessions:

If you suspect that your Sync account has been compromised you can easily check to see if this is the case, and remotely disable any device.
View a list of devices connected to your account here

Monitor events:

Your Sync account includes an event audit log, which makes it easy to keep track of file changes, user activity, and account notifications.
View Events here

Enable local drive encryption:

When you add a file to Sync it is encrypted locally, encrypted in transit, and remains encrypted in the cloud. Your files are fully encrypted with Sync. That said, Sync does not protect your files in the Sync folder on your computer from physical access, for example if the hard drive in your computer is physically extracted, or your Windows or Mac password is compromised. To protect against these kinds of threats we recommend that you enable local drive encryption (and ensure you are using a strong computer password).

For Microsoft Windows users we recommend enabling Bitlocker Drive Encryption, which is a free utility included with many versions of Windows. Bitlocker encrypts your local hard drive with your Windows password, and works seamlessly with Sync. More information on Bitlocker here.

For Mac users we recommend enabling Apple FileVault, which is a free utility included with all Apple computers. FileVault encrypts your local hard drive and works seamless with Sync. More information on Apple FileVault here.

Use remote wipe on team shared folders:

Remote wipe allows you to remotely delete files on the computers of users you have shared files with.
Learn more

Disable desktop app password change on public computers:

If you’ve installed the Sync desktop app on a public computer that is shared by multiple people, you can disable the password reset feature of the app. This can help you control who can change your Sync password.
Learn more

Disable single sign-on (SSO) on public computers:

If you’ve installed the Sync desktop app on a public computer that is shared by multiple people, you can disable the single sign-on feature of the app to prevent unauthorized access to the web panel. This can help you control who has access to your account settings.
Learn more

The post What can I do to ensure my files are encrypted and my Sync account is secure? first appeared on Sync.com - Help Desk.

In this article:

• How do I enable or disable two-factor authentication (2FA)?
• How do I enable or disable single sign on (SSO)?
• How do I manage web panel session time (auto-logout)?
• How do I disable a lost or stolen computer or device?
• How do I re-enable (unsuspend) a computer or device?
• How do I remotely sign out from the Sync.com web panel?
• How do I disable or enable password change from the Sync desktop app?

How do I enable or disable two-factor authentication (2FA)?

Two-factor authentication is a recommended security feature that can help protect your Sync account from unauthorized access. Enabling two-factor authentication means that the Sync apps and web panel will require an additional security code (along with your password ) when you sign in to your account or add a new computer or device.

You can enable two-factor authentication using a mobile authenticator app (such as Google Authenticator) or using email delivery.

To enable or disable 2FA using email delivery (easiest):

1. Sign in to the web panel.
2. Click your email address (or display name) on the top right corner of the blue menu bar.
3. Select Settings.
4. Click the Security tab.
5. Click Edit beside two-factor authentication.
6. Click Enable 2-FA via email (or Disable to disable 2FA if you previously enabled it).
7. Be sure to download the backup codes and store them in a safe place. You can use each backup code once, in the event that you need to sign in and do not have access to your email.

2FA is now enabled. You will have to check your email address for the additional security code each time you sign in to the web panel or install Sync on a new computer or device.

To enable 2FA using a mobile authenticator app (such as Google Authenticator):

Before you begin you will need to download and install the Google Authenticator app on your phone or tablet. Get it on the Apple App Store or Google Play Store.

1. Sign in to the web panel.
2. Click your email address (or display name) on the top right corner of the blue menu bar.
3. Select Settings.
4. Click the Security tab.
5. Click Edit beside two-factor authentication.
6. Click Enable 2-FA via Google Authenticator. Note: if 2FA is currently set to Email, click Disable and then click Edit again to Enable 2-FA via Google Authenticator.
7. Open the Google Authenticator app on your mobile device and tap Scan a barcode. You may have to tap + first, if you’ve already set up the app with other services.
8. Scan the QR code displayed on the Sync web panel, into the Google Authenticator app.
9. The Google Authenticator app will provide a 6-digit verification code. Enter the verification code on the Sync web panel and click Save.
10. Be sure to download the backup codes and store them in a safe place. You can use each backup code once, in the event that you do not have access to your mobile device.

2FA is now enabled. You will have to check the Google Authenticator app for the additional security code each time you sign in into the web panel or install Sync on a new computer or device.

How do I enable or disable single sign on (SSO)?

Sync includes a single sign on feature, allowing you to automatically sign in to the web panel from an authenticated Sync desktop app installed on your computer.

Once you’ve installed the Sync desktop app you can click the Sync icon on the Windows system tray or the Mac menu bar and select the Go to Sync.com web panel quick link. This will sign you into the web panel automatically, as the desktop app has already been authenticated.

To enable or disable single sign on:

1. Sign in to the web panel.
2. Click your email address (or display name) on the top right corner of the blue menu bar.
3. Select Settings.
4. Click the Security tab.
5. Click Edit beside single sign-on.
6. Enable or disable the option as needed and click the Enable or Disable button to confirm.

If SSO is disabled, you will be prompted to enter your username and password each time you access the web panel from the desktop app Go to Sync.com web panel quick link.

SSO does not override two-factor authentication. With 2FA enabled you will be prompted for an additional security code each time you sign in into the web panel, regardless of your SSO settings.

How do I manage web panel session time (auto-logout)?

You can set the web panel to automatically log you out when there is no activity. This is recommended if you frequently sign in to your Sync account from public computers.

To manage auto-logout:

1. Sign in to the web panel.
2. Click your email address (or display name) on the top right corner of the blue menu bar.
3. Select Settings.
4. Click the Security tab.
5. Click Edit beside automatic logout.
6. Select your Auto logout time.
7. Click Save.

How do I disable a lost or stolen computer, phone or tablet?

If your computer or mobile device is lost or stolen you can unlink it from your Sync account to disable the Sync app from downloading and syncing your files or making changes to your account settings.

To disable (unlink) a device:

1. Sign in to the web panel.
2. Click your email address (or display name) on the top right corner of the blue menu bar.
3. Select Settings.
4. Click the Devices tab.
5. Click the (ellipsis) icon beside the computer or device you want to disable.
6. Select Delete.
7. Check the Confirm box and click Delete.

Note: if your device was lost and you re-locate it, you can enable it.

How do I re-enable (unsuspend) a computer, phone or tablet?

To restore a previously disabled computer or mobile device:

1. Sign in to the web panel.
2. Click your email address (or display name) on the top right corner of the blue menu bar.
3. Select Settings.
4. Click the Devices tab.
5. Click Show deleted at the bottom of the device list.
6. Click the (ellipsis) icon beside the deleted computer or device you want to re-enable.
7. Select Restore.

How do I remotely sign out from the Sync.com web panel?

If you forgot to sign out from the web panel, or you suspect that someone has signed in using your account credentials, you can remotely logout anytime.

1. Sign in to the web panel.
2. Click your email address (or display name) on the top right corner of the blue menu bar.
3. Select Settings.
4. Click the Devices tab.
5. Click the (ellipsis) icon beside the web session you want to disable.
6. Select Logout.

How do I disable or enable password change from the Sync desktop app?

If you’ve installed the Sync desktop app on a computer that is shared by multiple people, you can disable the password reset feature of the app. This can help you control who can change your Sync account password.

Important: if you disable password change on your computer it is highly recommended that you enable email-based password reset and set a password hint, to prevent being locked out of your account permanently due to a forgotten password.

To manage this setting per computer:

1. Sign in to the web panel.
2. Click your email address (or display name) on the top right corner of the blue menu bar.
3. Select Settings.
4. Click the Devices tab.
5. Click the (ellipsis) icon beside the computer you want to disable password change on.
6. Select Set permission.
7. Choose Disabled or Enabled as required.
8. Click Save settings.

The post Account security first appeared on Sync.com - Help Desk.

1. Unlink the device from Sync:

You’ll need to disable (unlink) the infected computer or device from your Sync account. If you don’t know which device is infected, you should unlink every device.

–

2. Restore your files or folders:

You can restore individual files or folders using file version history. This will allow you to select a previous, clean version of any file in Sync, to restore.

If you need to restore a large number of files, our support team can help you roll back all files in your Sync folder to a previous date or time. Contact us to get started with an account roll back.

–

3. Re-link the device:

Important: before re-linking a computer or device you’ll need to:

• Make sure your computer is free from ransomware. You’ll need to remove the malware / ransomware infection from your computer (using antivirus software).
• Delete the Sync folder with the encrypted or corrupted ransomware files on your unlinked computer. Doing so will ensure that when you re-link your device, the Sync app will download the restored and recovered files from the cloud, creating a new, clean Sync folder.

Learn how to re-link your computer or device.

Contact us if you need help or have questions regarding this process.

The post How do I recover from ransomware that has corrupted or renamed my files? first appeared on Sync.com - Help Desk.