Table of Contents
Overview
This article covers types of emails that you will receive if Jobber detects a login that seems out of the ordinary.
Safe mode
Are you viewing this article because your account is in safe mode? If your account was automatically moved into safe mode, some critical settings may be restricted until it’s removed.
If you are in safe mode, please have your account owner reach out to safety@getjobber.com so we can verify your account is secure.
Have you recently received an email or seen a banner that starts with the lines:
"We noticed a new login to your account from a different device or location."
Note: The language in the email can vary and it may also include the name associated with the user who logged in unusually.
If so, here is what that means and here are your next steps.
Why did I receive this?
We're notifying you because we detected a login that seems out of the ordinary. You will see both a banner in your Jobber account and you'll receive an email about this. The banner will notify you that this login happened and the email will have details like the date, device, and location that can help you determine if this login was unusual or not. If you don't recognize the login and are worried about someone having access to your account, we're here to help.
Sometimes everyday things look unusual or out of the ordinary to us and you will receive this email. For example if you log into your Jobber account while on a trip or vacation away from your home, using a VPN, setting up a new device, or sharing a login with someone else, etc.
Note: To keep your account secure, we don't suggest that users share Jobber accounts or details like their password.
Now what?
Your next steps will vary based on your Jobber user permissions and if your account has been flagged as needing extra protection.
What is "safe mode"?
In some cases your account will be moved into "safe mode" as a security measure. Safe mode restricts some important actions in Jobber so that no changes can be made to important parts of your account. Your day-to-day workflow is not affected.
You're still able to accept payments via Jobber Payments in safe mode and they'll be paid out as a standard payout. For non-admin users the experience of using Jobber will be the same and they will still be able to complete their work as usual.
There are different messages that might have been included in your email or banner message; one prompting you to secure your account if you don't recognize the login and another with a notification that your account has already been moved into safe mode.
If you are an account owner and a team member has an unusual login on their account, you will be notified that they have been emailed with details regarding the login.
Secure your account
If your email states:
We noticed a new login to your account from a different device or location.
Here are the details:
Login Date & Time: [Date and Time respective to your timezone]
Device Information: [Device Type, OS, Browser]
Location: [City, Country (if available)]
If this was you, no further action is needed.
If you do not recognize this login, please secure the email account linked to your Jobber account, change your Jobber password immediately and review your account activity for any suspicious actions. You can reset your password here.
If this is the email you received, start by updating the password for your email account. It's important to change your email password first in case anyone who might have gained access to your Jobber account might also have gained access to your email account.
Once your email account password has been changed, visit https://secure.getjobber.com/password_resets/new to reset your Jobber password. If you run into any trouble, check out our guide to Password Reset Troubleshooting. Since the password reset email is sent to your email address, it is important that you only take this step after resetting your email password.
If you have any questions or concerns, let our support team know.
Account automatically moved to safe mode
If your email states:
"We noticed a new login to your account from a different device or location.
To ensure your account's security, we’ve activated safe mode. Safe mode temporarily blocks critical parts of your account from being used or changed. While this prevents certain changes to your account, it won’t interfere with your day-to-day operations.
Please contact us at safety@getjobber.com or reply to this e-mail directly, and we’ll assist in securing your account."
Then the next step is for the account owner to reach out to us at safety@getjobber.com so that we can verify that the account is secure. If the login was unrecognized, we’ll ask you to update your passwords as part of this process.
Start by updating the password for your email account, it's important to change your email password first in case anyone who might have gained access to your Jobber account might also have gained access to your email account.
Once your email account password has been changed, visit https://secure.getjobber.com/password_resets/new reset to reset your Jobber password. If you run into any trouble, check out our guide to Password Reset Troubleshooting. Since the password reset email is sent to your email address, it is important that you only take this step after resetting your email password.
In the meantime, we've already put your account into safe mode as a proactive measure to prevent changes being made to important settings. Your day-to-day workflow is not affected.
New login detected on your user's Jobber account
If your email states:
"We noticed a new login on your Jobber account from [Impacted User].
This could be due to a sign-in from a new location or device.
[Impacted User] has been emailed with more details regarding the login.
If the user recognizes this login, no further action is required.
If [Impacted User] does not recognize this login, please have them secure the email account linked to their Jobber account, change their Jobber password immediately and review their account activity for any suspicious actions."
If your team member doesn't recognize the login, have them secure their account by updating their email password. It's important their email password is changed first in case anyone who might have gained access to their Jobber account might also have gained access to their email account.
Once their email account password has been changed, they need to update their Jobber password. They can do so at: https://secure.getjobber.com/password_resets/new If they run into any trouble, we have a guide to Password Reset Troubleshooting.
Once their account is secured, they should review their account activity for actions they don't recognize.