Changing your account name, sign-in email, and password for LivePlan

Changing your LivePlan account name

Your LivePlan account name is used to identify your account to the guests and contributors you invite to review or collaborate on company content. You can use your own name or a company name. Only the account owner can change the account name. 

To change your account name:

  1. From the Account menu, choose Manage Account:
    Arrow Pointing to manage account.png

  2. Click on Account Details:
    account_details.png

  3. In the Account name and Logo field, type the name you wish to use, then click Save Changes:
    account_name_change.gif

  4. To exit the account management page, click on the back arrow at the upper-left corner of the window:
    manage account menu with back arrow highlighted.png

Changing the name associated with your LivePlan profile

Your user profile in LivePlan is not tied to a particular account. In fact, with a single user profile, you can log in to any account for which you are an owner, guest or contributor. You can change the name associated with your user profile any time within LivePlan.

To change the name associated with your profile:

  1. From the Account menu, choose Manage Account
    Arrow Pointing to manage account.png

  2. In the sidebar of the account management page, click Profile:
    account menu sidebar detail with profile highlighted.png

  3. Under Personal Details, make any desired changes to your name, then click Save Changes:
    Personal details on profile screen.png
  4. To exit the account management page, click the back arrow located near the top-left of your LivePlan window:
    manage account menu with back arrow highlighted.png

Changing your sign-in email address

The email address associated with your Live Plan user profile comes from one of two places:

  • The email address you used when you signed up for LivePlan
  • The email address an account owner used to invite you to collaborate on their plan.

You can change the email address associated with your profile at any time.


Changing your profile email address in LivePlan also changes your email address for sign-in. When you do this, LivePlan will send two email notifications of the change: one to the old email account and one to the new one.  

Note: Be sure to enter a valid email address because LivePlan won't send emails to unrecognizable email addresses, and it won't warn you if you've entered an invalid one. 

To change your email address:

  1. From the Account menu, located in the bottom left of your LivePlan window, choose Manage Account
    Arrow Pointing to manage account.png

  2. In the sidebar of the Account Management page, click Profile:
    account menu sidebar detail with profile highlighted.png

  3. On the Profile page, click on Change email:
    profile change email.png

  4. Update your profile/sign-in email address. Enter your current password to verify the change, then click Save Changes:
    change email pop up.png

  5. To exit the account management page, on the back arrow in the upper-left corner:
    manage account menu with back arrow highlighted.png

  6. The next time you sign in to LivePlan, be sure to use the new email address.

Changing your sign-in password

If you are trying to sign in to LivePlan and having issues, you can always reset your password from the sign-in page:

liveplan log in .png

Note: We do not have access to any passwords for security reasons. If you have forgotten your password, the best option is to reset it.

Once you click reset your password, you'll receive an email at your current account email address.

You can also change your LivePlan user password from within the app anytime. The password is associated with your user profile, not a specific account. This way, if you have access to multiple accounts (for example, if you are an owner on one account and a contributor on another), you’ll see all those accounts listed when you sign in using this password.

To change your password:

  1. From the Account menu, located near the bottom left of your LivePlan window, choose Manage Account
    Arrow Pointing to manage account.png

  2. In the sidebar of the Account Management page, click Profile:
    account menu sidebar detail with profile highlighted.png

  3. Click Change password under Sign-In Details:
    profile change password.png

  4.  Create a new password, confirm it, and then enter your current password for verification:
    change password .png

  5. Click Save Changes:
    save changes button.png
  6. To exit the account management page, on the back arrow in the upper-left corner:
    manage account menu with back arrow highlighted.png
  7. The next time you sign in to LivePlan, be sure to use the new password.

Common password reset troubleshooting

If you have been attempting to reset your password or have requested a sign-in link that shows a "token expired" error, then there are a few things you can do to bypass the error. 

password reset token expired.png

First, please make sure you're accessing your email inbox through a browser window. 

Secondly, please ensure you have a link that has yet to be clicked. Each link can only be clicked or used once. So, you'll want to ensure you have a new reset link for each attempt. 

The first way to bypass the token expired error is: 

  1. Open an incognito or private browser.

    Chrome:

    chrome incognito.png

    Firefox:

    firefox private browser.png

    Safari:

    safari private browser.png

  2. Send off a new password reset email.      password reset.png             
  3. Copy the link from the new email by highlighting it, then selecting CMD+C for Mac or CTRL+C for Windows devices. Each link can only be used once. You'll need a new link if you accidentally click on it while attempting to copy it.  password reset link email.png
  4. Paste the link into the incognito or private browser by selecting the address field and using CMD+V for Mac or CTRL+V for Windows devices. You can also paste by right-clicking on the empty address field and selecting "Paste." 
  5. Then hit "Enter" or "Return." 

If you still see the "token expired" error in the incognito browser, there's another way to bypass the error. Again, please make sure you're doing this in an incognito or private browser. 

  1. Request another password reset email
  2. Copy the link from the new email. Each link can only be used once. You'll need a new link if you accidentally click on it while attempting to copy it.  highlight link to copy and paste.gif
  3. Paste the link into an incognito or private browser's address field without the "https://" on the front of the URL. 
  4. Manually type the "https://" back on the front of the URL and hit "Enter."                                          paste and manually add https.gif

For more info:

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