What happens if I lose or forget my password?
Please click Login and choose the Can’t remember your password? link situated below the Login field and enter your e-mail address. We will send you an e-mail containing a link to recover your password.
How do I change my e-mail address/ password?
You can edit your user data by clicking on the button with your e-mail address (your user account name). Within this field, you can change your normal user data as well as your e-mail address and your password. If you would like to change your e-mail address, an activation e-mail will be sent to the new address listed. Please click the link in this mail in order to complete the e-mail address change.
I have accidently deleted my account. How can I recover it?
Please create a new account and contact your user manager and ask him to invite you to your customer account. If your account was the user manager account of your organisation, please contact email@example.com after setting up your user account again. We will add you to the corresponding customer.
What should I do in case I need to switch my hardware?
Products prior to FSI Server 2016:
Since the licences are not machine bound but FQDN (Fully Qualified Domain Name) bound, you can move to a new hardware without changing the licence key.
FSI Server 2016 licences:
With the introduction of FSI Server 2016, our licence key system has changed. The old licence versions were bound to the FQDN, the new licences are machine bound, i.e. that the licence depends on the machine it is installed on. Our new licensing system was built for easier and faster licensing. The new machine licences will replace the old FQDN bound licences.
If you need to switch the hardware FSI Server is installed on, please install the FSI Server version on your new system and copy the Licence Request Data which you can find in the Licence tab of your FSI Server web interface into the Licence Request Data field of the corresponding licence in your NeptuneLabs account.
In order to prevent unauthorised licence generation, you can only change the Licence Request Data and generate the licence data several times until it will be blocked. In that case, please contact firstname.lastname@example.org to reset the licence generate count.
My licence has expired, what can I do?
In case your licence has expired, please contact our sales team at email@example.com which will be happy to help you. Nevertheless, you are able to extend your existing licence for 7 days by clicking on the Get Licence Key(s) button in the licence menu of your account, in order to ensure having a valid licence even if your licence e.g. expires on a weekend or during the holiday season.