How to regain access to your account

Before we jump into how to gain access to your account, a quick word about account security. FullStory support is unable to grant access to your account or change the ways in which someone may access your account. Being strict about this policy helps to keep your account protected from social engineering attacks, whereby a malicious individual tries to gain access to your account by convincing a FullStory employee to let them in. Nobody wants that, so we will always stick to the in-app mechanisms for re-gaining access to your account.

Can’t get into your FullStory account? Don’t worry; we’ve been there too. We’ll detail the steps you can take order to regain access to your FullStory account.


Forgot your password

If you forgot your password to your FullStory account, head over to the FullStory login page and type your email into the input field and select Log in to FullStory. This should expand the option to select "Forgot your password?".

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On the next page, you'll want to verify that the email address listed in the email input field is correct and then click on the Reset Password button to generate the password reset email. You should receive an email from FullStory with a password reset link which you can use to create a new password.

Not getting the password reset email?

If you’re not seeing the password reset email in your inbox, first check your Junk or SPAM folders. If you don’t have any luck with that, contact us and let us know the email you used to reset your account. We can check the email logs to see if there may have been a problem with delivery.


Your company changed its email domain

If your company changed its email domain, the FullStory administrators on your account will still be able to log into FullStory using the email address from the original domain (is Google Auth required? See the next section below). There’s not a way to change a user’s email address, so we’ll walk through how to invite teammates with the new email address and (optionally) delete the original users.

  1. Log in using your original email address from the old domain and password. 

    Note: If you forget the password and the old email address is inactive, you may need to work with an email administrator to temporarily re-enable the old email address so you can reset the password for the account using the steps above.

  2. Once logged in, navigate to Settings > Team Settings.

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  3. Click Invite teammate to invite each desired team member with the new domain.
    Note: The ability to invite teammates depends on the available seats on your account. You'll be able to reference the amount of remaining seats next your Invite teammate button.

  4. To delete the original users from the old domain, click on the blue box next to each email address and from the dropdown options, click Delete user.

Changing your email domain when "Require Google Sign-In for All Teammates" is enabled

If your FullStory account has Require Google Sign-In for all teammates enabled, this means that users will be unable to log in by directly entering an email address and password. They must use Google Authentication to log in. If you’re changing email domains for your G Suite account, you must first login using the account associated with your original email domain and then invite users using the email address associated with the new domain.

It's important to note: The following steps must be completed by an Admin on the account.

  1. Before getting started, make sure you can still log in using the Google account for the original domain. You may need to work with your G Suite administrator to make sure you can log into the original Google account.

  2. Log into FullStory using your previous G Suite domain address.

  3. Once logged in, navigate to Settings > Team Settings and click Invite teammate to invite your new email domain and set your permissions to Admin.

  4. Check your inbox for an invitation email.

  5. Click the link in the email to setup your new login.

  6. Once logged in with your new domain, navigate back to Settings > Team Settings.

  7. Click Invite teammate to invite each desired team member with the new domain.
    Note: The ability to invite teammates depends on the available seats on your account. You'll be able to reference the amount of remaining seats next your Invite teammate button.

  8. Delete all users with old G Suite Domain.

Note: If your company's email domain is updated before an Admin is able to complete the steps outlined above, please reach out to support@fullstory.com to discuss potential options for regaining access to your account. 


The current account administrators are no longer at the company

You may find yourself in a situation where the only administrators on your FullStory account have left the company and nobody has access to administer the account. If this happens, we recommend working with an email administrator at your company to see if it may be possible to temporarily re-enable the email account of one of the FullStory administrators, and then use the Forgot Password steps above to recover the FullStory account.

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