---
title: Creating an account and signing in
description: "Your account is how you order services, pay invoices and raise support tickets. This article covers signing up, confirming your email address, signing in, and getting back in if you have forgotten your password. ## Creating an account 1. Go…"
url: "https://rackhelm.com/documentation/creating-your-account/"
updated: "2026-09-24"
category: "Client Portal: Account & Billing"
---

# Creating an account and signing in

Your account is how you order services, pay invoices and raise support tickets. This article covers signing up, confirming your email address, signing in, and getting back in if you have forgotten your password.

## Creating an account

1. Go to **Sign up** (`/register`).
2. Fill in **First Name**, **Last Name** and **Email Address**. First and last name must each be at least three characters.
3. Choose a **Password** and repeat it in **Confirm Password**. A strength meter appears as you type and lists the rules that are actually in force on this site.
4. Turn on **I have read and agree to the Terms of Service and Privacy Policy**. This is checked on the server, so the form cannot be submitted without it.
5. Complete the CAPTCHA if one is shown, then select **Sign up**.

![The Sign Up form showing name, email and password fields with a password strength meter](/wp-content/uploads/rackhelm-docs/portal-account-register-form.png)
The strength meter only lists the rules your provider has switched on — if it shows four rules, all four must pass.

### Password rules

Your provider sets the password policy, so the exact requirements vary. The minimum length defaults to 8 characters. Any of the following may also be required:

| Rule | What it means |
| --- | --- |
| Minimum length | Default 8 characters; your provider may raise it. |
| Uppercase letter | The password must contain both upper and lower case letters. |
| Number | At least one digit. |
| Special character | At least one symbol. |
| Not previously breached | The password is checked against public lists of leaked passwords and rejected if it appears in one. Nothing about your password leaves the site in a readable form. |

## Verifying your email address

After signing up you are sent a verification email containing a one-time signed link. Until you click it, the client area is not available.

- The verification page tells you it has been sent and checks in the background — once you click the link in another tab or on your phone, the page moves on by itself.
- If nothing arrives, check your spam folder, then use **Resend Verification Email**. There is a 30-second wait between resends; ask for another too soon and the page tells you exactly how many seconds are left.
- You can open the link on any device, even one where you are not signed in. After verifying you are asked to sign in normally — verification never signs you in automatically.

> **Note:** If you change your email address later, verification is cleared and a fresh link is sent to the new address. See [Profile, contact details and preferences](/docs/your-profile-and-preferences/).

## Finishing setup

Some providers switch on a short setup wizard the first time you sign in:

1. **Billing address** — your contact and postal details. This becomes your default address.
2. **Payment method** — a card, PayPal, Square or bank transfer.

If your provider allows it, each step shows a **Skip** button. If it does not, you are returned to the wizard on every page until both steps are done. See [Your address book](/docs/your-address-book/) and [Saved payment methods and auto-billing](/docs/saved-payment-methods/).

## Signing in

1. Go to **Sign in** (`/login`).
2. Enter your **Email Address** and **Enter Password**.
3. Tick **Remember Me** to stay signed in on that browser.
4. Select **Sign in**. If two-factor authentication is on, you are asked for a code next — see [Two-factor authentication](/docs/customer-two-factor-authentication/).

Sign-in is limited to five attempts a minute for each email address and IP address combination. Exceed it and you are asked to wait before trying again.

> **Warning:** Some actions — changing your profile, deleting a saved card, deleting a saved address, removing a sub-account — ask you to re-enter your password even though you are already signed in. That prompt is limited to five attempts a minute.

## Resetting a forgotten password

1. On the sign-in page choose **Forgot Password ?**.
2. Enter your **Email Address**, complete the CAPTCHA if shown, and select **Send Link**.
3. Open the email and follow the link. The reset page asks for your **Email Address**, a new **Password** and **Confirm Password**. The same password policy applies.

For your safety the page always reports the same result whether or not the address is registered. Reset requests are limited to six a minute per IP address.

## Troubleshooting

| Symptom | What to do |
| --- | --- |
| "The email has already been taken." when registering | Sign in instead, or use **Forgot Password ?**. If you previously contacted the provider through the public contact form, a placeholder account already exists for your address and a password-set link is emailed to you automatically — check your inbox. The message is deliberately identical in both cases. |
| "Guest accounts cannot log in. Please register a full account." | Your address is on a contact-form record rather than a full account. Use the password link that was emailed to you, or register with the same address to trigger a new one. |
| "This account has been disabled." | Your provider has disabled the account. Contact them through the public contact page at `/contact`. |
| A maintenance message appears instead of signing in | The provider has temporarily disabled customer logins. The message on screen is theirs; try again later. |
| "You must agree to the Terms of Service and Privacy Policy to register." | The consent switch was not turned on. It is checked on the server, so it cannot be skipped. |
| The verification email never arrives | Check spam, then use **Resend Verification Email** (30-second cooldown). If it still does not arrive, raise a ticket from the public contact page. |
| The verification link says it is invalid | Links are signed and tied to your email address. Requesting a new link or changing your address invalidates older ones — always use the most recent email. |
| You keep being sent back to the setup wizard | Your provider requires a billing address and a payment method before you can use the client area. Complete both steps. |
| You are asked to accept updated terms after signing in | The provider has published a new version of a document you previously accepted. Read it, tick the box and select **Accept & Continue**. Your acceptance is recorded with the date, your IP address and your browser. |