Your Palanor sign-in has two parts: something you know (your password) and something you hold (a second factor). New accounts set up a second factor before they reach the app. Organizations can require it for every member.
Passwords
A password needs at least 12 characters, with an uppercase letter, a lowercase letter, a number and a symbol. Palanor also refuses passwords that have appeared in known data breaches. A password manager is the easiest way to meet the standard.
If your password was set before the standard changed, Palanor asks you to choose a new one the next time you sign in.
Second factors
Palanor uses an authenticator app: 1Password, Google Authenticator, Authy, Bitwarden or Apple Passwords shows a six-digit code that changes every 30 seconds.
You can hold several, for example one in your password manager and one on your phone. Add, name and remove them in Settings → Account → Two-factor authentication. You can remove one only while another remains. Palanor does not offer text-message codes; they are the weakest option.
Backup codes
When you set up your first second factor, Palanor gives you ten backup codes. You must download or copy them, and confirm you've saved them, before you continue. Each code works once. Keep them somewhere safe, such as your password manager, and not on the same phone as your authenticator.
Palanor stores only a scrambled form of each code. Nobody at Palanor can read them back to you. Your settings show how many remain; when fewer than three are left, create a new set. A new set replaces the old one at once.
If you lose your device
On the code screen at sign-in, choose Use a backup code. Enter one of your codes. Palanor removes your old authenticators, signs out your other devices, emails you that a code was used, and takes you straight to set up a new factor and new codes.
If you lose your device and your backup codes
On the code screen, choose I lost access to my two-factor device. Then:
- Palanor emails a confirmation link to your account address. Open it from that inbox within 24 hours.
- A Palanor reviewer verifies who you are, usually on a short video or phone call.
- If you belong to an organization and aren't its owner, an owner or admin of that organization is asked to confirm it's you.
- Once approved, the reset waits 24 hours. You and your organization's owner are told when it will happen, so a request you didn't make can be stopped.
- Then every device is signed out. Sign in with your password and set up a new second factor and new backup codes.
Palanor staff never see or set your password or your codes, and every step is recorded in your organization's audit log.
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