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Securing Your CleanCloud Account & Troubleshooting Access

Learn how to secure your CleanCloud account, reset passwords, and resolve login issues.

Rafael avatar
Written by Rafael
Updated this week

Overview

Ensure safe access to your CleanCloud account via the CleanCloud Login Page or the CleanCloud POS App on a tablet or iPad. This article covers essential security measures, troubleshooting tips, and performance best practices to keep your account protected and help you regain access if needed.

Key benefits and use cases

  • Protect your account with email verification for suspicious logins

  • Add extra security using Two-Factor Authentication (2FA)

  • Prevent unauthorized access with a lock screen for staff devices

  • Troubleshoot login issues including password resets and account lockouts

  • Maintain performance by managing browser and device settings


How to secure your CleanCloud account

Email confirmation for suspicious logins

CleanCloud monitors logins from unfamiliar IP addresses. If a suspicious login is detected, you will be prompted to verify your identity using a one-time code sent to your email.

Important:

  • The security code is valid for 10 minutes

  • If you don’t receive the email, check your spam folder or contact support to manually unlock your account

  • This feature can be disabled by contacting support from your main admin email


Two-Factor Authentication (2FA)

Enhance account security by enabling Two-Factor Authentication (2FA), which adds an extra layer of protection.

🪄 Pro tip: 2FA is optional. Learn how to set it up in the guide: Two-Factor Login for Users


Lock screen for added security

If staff step away from the POS, they can lock the screen to prevent unauthorized access.

  • Access the Lock button in the profile switcher, next to Open Cash Drawer

  • Unlock the screen using the PIN assigned to each staff member


Troubleshooting login issues

Resetting your password

If you forget your password or need to reset it:

  1. Log out of CleanCloud (use the logout link to force logout if needed)

  2. Go to the CleanCloud Login Page and click Forgot Password?

  3. Enter your email and follow the instructions sent to reset your password

  4. Log in with your new credentials


Locked out due to failed login attempts

After multiple incorrect attempts, your account may be temporarily locked to prevent unauthorized access.

ⓘ Note: CleanCloud administrators cannot unlock user accounts directly. Only support can assist with unlocking your account.

To unlock your account, contact support with:

  • Store ID

  • Store Name

  • Registered Email Address

The support team will help you regain access.


Resolving performance-related login issues

Common causes of access issues

Login challenges can result from:

  • Browser cache and cookies accumulation, affecting performance

  • Security checks triggered by logins from new or masked IP addresses (e.g., Apple Private Relay)


Why clearing cache and cookies helps

Over time, browsers collect cache and cookies, which can slow performance and cause issues such as:

  • Slower page loading times

  • Freezing or glitches during operation

  • General system inefficiencies

💡 Tip: Clearing your browser's cache and cookies about once a month supports optimal performance. You don’t need to clear them every time you log in from a different location unless instructed by support.


Device-specific login challenges

Login difficulties on one device but not another can be caused by device settings:

  • Security measures may flag logins from new or masked IPs as potential risks

  • Apple Private Relay masks IP addresses and may trigger extra authentication steps


Best practices for consistent access

  • Clear browser cache and cookies periodically for smoother performance

  • Manage device features to align with login needs

  • Check security settings to meet CleanCloud access requirements

Following these practices helps prevent login and performance issues.


Preventing account lockouts

  • Avoid repeated failed login attempts that trigger account locks

  • Use a password manager or secure method to store login credentials

  • Reset your password proactively if unsure about your current one

  • Clear browser cache and cookies periodically to prevent system inefficiencies

  • Manage device features like Apple Private Relay according to login requirements


FAQs

Can an admin (store owner) unlock my account?

No. For security reasons, once an account is locked, only the CleanCloud Support team can unlock it. Contact support directly.

What should I do if I don’t receive the password reset email?

Check your spam or junk folder. If you still don’t receive the email, reach out to CleanCloud Support for help.

How long does an account stay locked?

Accounts remain locked until you contact support and request it be unlocked. There is no automatic timeout.

How often should I clear my browser cache and cookies?

Regularly clearing your cache and cookies, about once a month, is recommended to maintain performance and avoid login issues.


🛟 Need more help?

Explore our Help Center articles for answers. Contact us for further assistance.

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