Questions about logging in or passwords

1. I've lost my password, how do I retrieve it? You can resend the password to yourself at http://www.snoobi.com/login (look for the link “Forgot your password?”). The username is usually your e-mail address. If you run into any troubles, contact our customer support, which will them resend you the password.

2. How do I change my password? Login to Snoobi with your current password at http://www.snoobi.com/login. Click on your name, which is displayed in the top bar, and select "Own information". The only limitation for the password is its length; the minimum is 5 characters. However, we urge everyone to use both letters (capital and small) and numbers in passwords for added security.

3. Why does my password not work? / Why can does login fail? Correct password: Have you written your password correctly? We recommend that the password is copied and pasted from the original e-mail, in order to avoid any potential typing errors. For example, capital O and small l are often confused with zero and one. Just to be sure, you can resend your password to yourself from Snoobi's login page, look for the "Forgot your password?"   Correct username: Have you correctly typed your username? The system automatically uses your given e-mail address as the username Firewall or anti-virus software: Check whether your computer contains virus protection software that has an "ad blocking" feature, such as Norton Anti-Virus. If AdBlocking is enabled, it will often also block Snoobi. Also check that firewall and virus protection programmes have cookies enabled from their settings. Enable cookies: Do you allow cookies on your browser? Snoobi requires that certain cookies are enabled. You can check that these cookies are enabled by going into your browser settings. Microsoft Internet Explorer - from Tools, select "Internet settings" followed by the tab "Privacy". You can either 1) adjust the security level of the entire network by sliding the vertical bar to position "Normal". 2) adjust only security levels only for Snoobi. If you do not want to accept cookies from just any site but you want to accept them from Snoobi, click on "Sites" and type in snoobi.com Image 1. Internet Explorer: how to enable Snoobi's cookies   Firefox - from Tools, choose Options and the tab "Privacy". 1) Cross "Accept cookies from sites" if you want to accept all cookies 2) If you want to accept cookies from Snoobi only, click on the "Exceptions" button and type in snoobi.com Image 2. Firefox: how to enable Snoobi's cookies Browser settings: Try another Internet browser (such as Firefox if you are using Internet Explorer). If the other browser functions properly, then the problem is likely associated with the setting of the original browser.

4. Why haven’t I received a password for Snoobi? Check your spam folder: Has the password message been delivered into your e-mail's spam folder or a spam filter? The Snoobi tag has been installed: The password won't be delivered in advance, instead it will be sent after the Snoobi tag has been installed without errors and the brand new Snoobi account has registered its first visit. Up until this moment, the report is empty and there is nothing there to see. Generally the e-mail is sent within 1 - 60 minutes after the installation has been completed. Sent only to the contact person: The password is automatically delivered only to the contact person of the account, which in practice is the one who ordered the service. Snoobi doesn’t send passwords to the technical liaison/script installer due to security reasons, unless this is specifically requested. If you have administrator privileges, you can extend access to the Snoobi reports to other people by granting them privileges. Changed e-mail address: Has your e-mail addressed changed? The password is sent to the address that has been handed to Snoobi. Please contact Snoobi's customer service.  Incorrect Snoobi tag: The password is sent after the tracking has received its fist visitor, so errors in the Snoobi tag may prevent the trackinging from starting. Make sure that the installed Snoobi tag looks exactly the same as in the installation e-mail. Mistakes, such as adding the script into an open tag, commenting the script, etc. prevent the script from functioning. Check that the name of the account is correct – the name of the account is not necessarily based on the website address and it doesn’t change if the domain of the site changes! Included domains: What is the address of the website? If the tracked domain is different than what the account was originally set up for, contact Snoobi customer service and we’ll add the necessary domains into the included domains listing.   Resend password: It is possible that there is an error in our system. You can retrieve the password to yourself at http://www.snoobi.com/login (“Forgot your password?”). Resending is possible if the e-mail address that you type in matches the information on your account. If you still haven’t received your password after this, check your spam folder again, then contact our customer service for further assistance.

5. How can I edit my username? / How do I change my e-mail address? The username that you use to log into Snoobi cannot be edited. If your username contains an error or you wish to switch to using another username, create a new username and then delete the old one. If you do not have the required administrator privileges to do this, please request Snoobi's customer service to do it on your behalf!   You can update/edit the e-mail address where Snoobi sends passwords and newsletters without changing username. Click your name in the top report bar and select "Own information". This will not affect the username that is used when logging in.   If you wish to update/change the e-mail address where Snoobi sends e-mail reports, you can do so by opening the My Report or KPI report in question. In the very beginning of the custom reports, you'll find an envelope icon, click on it to edit recipient addresses.

6. How can I receive access to another Snoobi account? If you wish to view another Snoobi account that you don't yet have access to, click on your own name in the report's top bar. The "request privileges" selection will allow you to send a request directly to the account's owner, who can either accept your username request or cancel it.