My Account - Experience Cloud

Modified on Tue, 06 Feb 2024 at 07:29 AM


My Account

The Experience Cloud My Account function allows users to:

  • enroll for Password Recovery and Reset,
  • enroll for MFA (Multi Factor Authentication)

Password Recovery and Reset

Password Reset and Account Unlock enables users to perform self-service password reset and account unlock regardless of whether they're in the office, on the move, or at home. Self-service password reset empowers users to reset their own passwords after going through adequate identity verification with zero intervention from EMAX Help Desk.


MFA stands for "Multi-Factor Authentication." It is a security process in which a user is required to provide two or more different authentication factors to verify their identity before they can access a system or an account.

The purpose of MFA is to add an extra layer of security beyond just a username and password, which can be vulnerable to various forms of cyberattacks like password guessing or phishing.

Enroll to Experience Cloud My Account

Click on My Account to:

- Enroll for Password Recovery and Reset

- Change your Experience Cloud Password

The system will provide 3 Options

Log In

Login with the Experience Cloud Username and Password to manage your account, and to enroll for Password Recovery and Reset

Note that this function is used only to manage your account, link your business email and/or retrieve MFA Backup Codes.

Forgot your Password

See next note

Account locked out

This is currently not in use

Forgot your Password?
Use this function to reset your Experience Cloud Password.

Enter your Experience Cloud Username and click on Continue.

An email will be sent to the email you entered when you enrolled.

Note that this function can only work if you have enrolled your business/personal email address.

Start Enrollment

Click on the button Click Here to Start the enrollment process.

1 - Enter your Email Address and click on Send Code. 

You will receive an 8 digit code on the email inserted.

2 - Enter the Verification Code and click on Verify Code and Continue.

Once the system verifies the email to the code, click on Next to proceed to the next step.

The system will confirm on screen once the email is verified.

MFA Backup Codes

If MFA (Multi Factor Authentication) is enabled, a set of MFA Recovery codes will be made available. 

It is advisable to click on the Generate One-Time Use Backup Verification Codes and store this information in a safe place.

Reset your Experience Cloud Password

Use the Forgot your Password function to retrieve a new password to access your Experience Cloud Account.

Step 1

- Navigate to the Experience Cloud website

- Click on My Account

- Click on Forgot your Password 

- Enter your Experience Cloud Username in the Username field.

- Click on Continue

Step 2

A vertification code will be sent to your registered (business/personal) email.

This is the email used when enrolling in My Account.

Enter the 8 digit code and click on Continue

Step 3

Once confirmed, the system will allow you to create a new password.

- Enter a New Password (the password restrictions are listed on the page)

- Confirm the New Password

- Enter the Captacha characters (captcha is case sensitive)

- Click on Reset Password

The system will confirm the change of password.

Go back to Experience Cloud website and login with the new password.

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