Genesys Cloud is accessed through an initial login process initiated by administrator invitation, with users required to create and verify a new password upon first login unless their organization uses single sign-on (SSO) authentication exclusively. The platform automatically maintains sessions for 20 days; logins beyond this period require credential re-entry. Users of multiple organizations must specify an organization name during login or select from available options.
The platform supports multiple authentication options to accommodate varying organizational security requirements. Organizations implementing SSO can authenticate through identity providers such as OneLogin, enabling automatic login after initial authentication. Multi-factor authentication (MFA) is supported for native logins through two verification methods: time-based generators that produce time-sensitive one-time passwords (TOTP) via authentication apps, and passkeys that use device-based cryptography for identity verification without requiring password entry. Users can configure up to five MFA devices, with passkeys providing enhanced security through physical device access requirements. The system supports one passkey per device make and model; adding a duplicate device replaces the previous one. Passkey providers including Apple, Windows, Google, Android, and others implement their own authentication processes. Apple passkeys work with iPhone, iPad, and Mac devices using iCloud Keychain with Face ID, Touch ID, or device passcode authentication. Windows passkeys utilize Windows Hello for approval, while Android passkeys are managed through Google Password Manager with screen lock verification. Google Chrome passkeys function across multiple platforms with sync capability.
Default password requirements include minimum eight characters, maximum at least one number, one special character, one uppercase letter, and one lowercase letter, with prohibition on reusing the previous 10 passwords. Administrators can configure different requirements per organization. For forgotten passwords, users click "Forgot Your Password?" and receive a reset link from no-reply@mypurecloud.com. Password reset does not support copy-paste functionality, and passwords containing double-byte characters prevent subsequent login attempts.
Upon successful authentication, users access the Genesys Cloud splash screen, which provides navigation to primary collaboration and communication features, account settings including MFA configuration, and the Architect module for configuring call flows and system prompts. The platform maintains persistent session management while supporting flexible authentication architectures based on organizational security policies and administrative configuration choices
Log in after you receive an invitation email or link from an administrator. You may want to bookmark your login page.
Note: If you have not received your invitation email, check your Junk email folder for an email from no-reply@mypurecloud.com.
Click the link in your invitation message.
If needed, change the default language from the list in the lower right corner of the login page. You can change your language selection in user settings after you have logged in.
When you log in for the first time, Genesys Cloud prompts you to create and verify a new password.
Click Register.
If prompted, select your organization’s region, and then click Log In.
On the Genesys Cloud splash screen, click Collaborate/Communicate, or, optionally, one of the following options:
To access and administer your Genesys Cloud Account settings such as MFA, click My Account.
To configure Genesys Cloud call flows, set user & system prompts, and more, click Architect.
After a successful login, the next time that you access Genesys Cloud it opens automatically. If you do not access Genesys Cloud for 20 or more days, Genesys Cloud prompts you to reenter your credentials on your next login attempt.
Members of multiple organizations
If you use the same email address to log in to multiple organizations, you must enter an organization name when you log in. Genesys Cloud may prompt you to enter an organization name. Or you can click More Login Options.
Organizations that use single sign-on (SSO)
If your administrator enables single sign-on (SSO), click More Login Options and enter your organization name. Then click the icon that represents your identity provider, for example, OneLogin. Once your Genesys Cloud has authenticated you, you can log in automatically without entering your credentials.
Organizations that require multi-factor authentication (MFA) for native logins
If your administrator enables multi-factor authentication (MFA), your organization requires you to use an MFA device for identity verification.
If your admin requires you to use MFA, you can use a time-based generator or a passkey. On your next login, Genesys Cloud displays a multi-factor authentication window that allows you to add an MFA device.
Notes:
If you are unable to access your MFA device, contact your admin for assistance.
Genesys supports MFA for native login only. If you use SSO, you do not receive MFA prompts from Genesys Cloud.
You can create up to five MFA devices.
To begin, when prompted, type your name, and enable one of the following options:
Time-based Generator
Passkey
Time-based generator
Time-based generators create time-based, one-time passwords (TOTP) that provide unique, time-sensitive codes that you use for multi-factor authentication.
To log in, follow these steps:
In the Name field, enter the name of your MFA device.
Enable Time-based Generator.
Click Next.
Scan the QR code with your authentication app.
In the Validate field, type or paste the code from your authentication app.
Click Validate.
Passkey
Passkeys are a modern and highly secure way to authenticate. Instead of relying on something you know—like a password—passkeys use something you physically have, such as your phone, computer, or security key, to verify your identity. When you sign in, your device uses secure, behind-the-scenes cryptography to prove to Genesys Cloud that it’s really you. There’s nothing for you to type or remember, and your passkey never leaves your device.
Because passkeys require physical access to your trusted device, they provide an extra layer of protection against unauthorized access. This feature makes them an excellent choice for multi-factor authentication, offering strong security while keeping the login experience simple, fast, and seamless.
Note: You can have only one passkey of a specific make and model; for example, you cannot have more than one Yubikey, but you can have multiple different passkeys. If you add a second Yubikey, Genesys Cloud replaces the first one.
Passkey providers, like Apple, Windows, Google, Android, and others, establish their own unique processes to authenticate yourself.
In the Name field, enter the name of your MFA device.
Enable Passkey.
Click Next.
For more information, see the following passkey section for your device or provider.
This passkey information applies to iPhone, iPad, and Mac devices.
Sign in with your Apple ID with your iCloud Keychain enabled.
When prompted, confirm which of the following you want to use:
Face ID
Touch ID
Your device passcode
Note: Apple stores your passcode in your iCloud Keychain and syncs across all Apple devices on which you use the sample Apple ID.
Verify that you have a screen lock (PIN, pattern, fingerprint, and so on) enabled and that Google account sync is active.
When prompted, use your fingerprint, face, or device PIN to authenticate yourself.
Note: To view and manage passkey, use the Google Password Manager.
This passkey information applies to Google Chrome on Windows, macOS, iOS, and Android devices.
Sign in to Chrome with your Google account.
To use your passkey across devices, verify that sync is enabled.
When prompted, choose your passkey provider:
Google Password Manager
Windows Hello
iCloud Keychain
Note: To manage Chrome passkeys, go to Settings > Autofill > Passwords & passkeys.
Forgotten passwords
Under the Log In button, click Forgot Your Password?. The password reset dialog appears.
Type your account's email address, and click Reset Password. Genesys Cloud sends you a password reset link to the email address you entered.
Note: If you use the same email address to log on to multiple organizations, you must also enter the organization name when you reset your password. If you are not sure of your organization names, click Forgot Organization Name?.
Check your email and click the password reset link in the email message from no-reply@mypurecloud.com. If you did not receive the password reset message, look in your Junk email folder or contact your administrator.
To reset your password, complete the New password and the Verify new password fields. fields. The default password requirements are as follows:
The minimum length is eight characters.
The maximum length for a password is 400 characters.
Passwords must contain at least one number, one special character, one uppercase letter, and one lowercase letter.
You cannot reuse any of your previous 10 passwords.
Notes:
Your administrator can set different minimum and maximum requirements for your organization.
Do not copy and paste a password to set it. If your password contains double-byte characters (for example, Japanese or Chinese characters), you cannot log in later with the keyboard.
After you complete the fields, click Reset Password.
Notes:
If your new password fails to meet your organization’s requirements, Genesys Cloud sends you a message with suggested changes to help meet the requirements.
If your organization requires multi-factor authentication (MFA), Genesys Cloud prompts you to enter a one-time code from your MFA device.
On the Genesys Cloud splash screen, click Collaborate/Communicate, or, optionally, one of the following options:
To access and administer your Genesys Cloud Account settings such as MFA, click My Account.
To configure Genesys Cloud call flows, set user & system prompts, and more, click Architect.
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