Managing Your Profile

Your profile controls how you appear across Pingara, including your name, email address, time zone, and profile picture.

Editing Your Profile

1. Click your avatar in the top-right corner and choose Settings
2. On the Profile tab, update your name, email, or time zone
3. Click Save changes

Changing your email address takes your current password and a confirmation from the new address, so that nobody can redirect your account's email without you hearing about it. See Changing your email address.

Your time zone is used for displaying timestamps and scheduling reports. If you haven't set one, Pingara auto-detects it from your browser.

Changing Your Email Address

Your email address is the one you sign in with, and the one Pingara sends password reset links and security notices to. A change does not take effect until the new address confirms it.

1. On the Profile tab, type the new address. A Current password field appears under it
2. Enter your current password and click Save changes
3. Pingara emails a confirmation link to the new address, and a notice to your current address
4. Open the link from the new address's inbox and press Confirm email change

Until you confirm, you keep signing in with your current address and nothing else about your account changes. The profile tab shows the waiting change under the email field, with a Cancel this change button.

The password field only shows while the email field holds a new address, so saving a new name or time zone never asks for it. Pingara clears it after every save that used it, whether or not the save worked.

The notice sent to your current address names the new address with part of it hidden, for example j***@example.com, says which IP address (and country, when known) the request came from, and includes a Cancel This Change link. If you did not ask for the change, press it, then change your password and sign out of your other sessions, because whoever asked was signed in to your account and knew your password.

Good to know:

• You stay signed in. Confirming does not sign you out of any session on any device. Your password and two-factor settings are unchanged.
• The cancel link works without signing in. You may be the person who lost a session to somebody else, so the link from your old address does not ask for a password.
• A replaced request's cancel link still cancels. If a second request replaced the first, the first request's cancel link in your old inbox still cancels whatever change is waiting now. It cannot confirm anything.
• Your own recovery steps cancel a waiting change. Changing your password, resetting your password and signing out of every session each cancel a change that is waiting for confirmation, so a change somebody else asked for does not outlast you taking the account back.
• A wrong password counts as a failed sign-in. The password check uses the same limit as signing in: after five wrong passwords in 15 minutes, the field and signing in are both paused until the 15 minutes pass. A mistyped new address does not use up an attempt.
• The links expire after 24 hours. An expired, used, replaced or cancelled confirm link shows the same message, This link is invalid or has expired. The one exception is a cancel link from an earlier request that a newer request replaced: it still cancels the change that is waiting, until its own 24 hours are up.
• Nothing happens when you open a link. The confirm, cancel and undo pages all wait for you to press the button, so an email scanner that opens the link ahead of you changes nothing.
• The new address counts as verified once you confirm it. You do not need to verify it again. Pingara then sends a notice to your old address that the change went through, with a link to undo it (see below).
• Asking again replaces the earlier request. Its links stop working. You can ask up to three times an hour.
• Your current address must be verified before you can change it, and the new address must not belong to another Pingara account. If another account takes the address before you confirm, the confirmation fails and you can start again with a different one.
• A refused address saves nothing. If Pingara refuses the new address, your name and time zone changes in the same save are not saved either. Fix the address and save again.
• The format check only applies to a change. If you leave your email as it is, saving a new name or time zone works even when your current address is in an older format that Pingara would not accept for a new one.
• The link leaves the address bar. Once an email link has opened, Pingara removes the token from the browser's address bar, so it does not stay in your history or a screenshot, and it is never sent to Google Analytics. Reloading the page then shows the invalid link message. If you need the link again, open it from the email.

Undoing a Change You Did Not Make

When a change goes through, Pingara sends a notice to the address your account moved away from. It names the new address with part of it hidden and has a This Wasn't Me: Undo This Change link. It does not show an IP address or country, because the change has already happened and the link is the remedy.

1. Open the link from your old inbox. It works signed out
2. Press Restore my email
3. Open the password reset link Pingara sends to the restored address and set a new password

Pressing the button puts your old address back and marks it verified. It signs out every session, including yours if you are signed in, and stops your old password working, in case whoever made the change knew it. It also cancels any change still waiting.

It also revokes every API key your account created at or after the moment the change was requested, in any organization, in case whoever made the change created one. Keys you created before the change was requested keep working. The password reset email tells you how many keys were revoked, and each one appears in the audit log of its organization as API key revoked with System as the actor.

The address your account was moved to gets a short notice that the change was undone and that it has been signed out. The notice has no link, IP address or country.

Good to know:

• The undo link works once and lasts 72 hours. After that, contact support.
• If someone changed the address twice, each change has its own undo link. Using the first restores your original address, and a later link then stops working, so it cannot be used to take the account back.
• Pingara holds the address for you while the link works. Nobody else can sign up with the address you are restoring or change another account to it until the link is used, runs out, or stops working after you cancel it. If another Pingara account holds it anyway, nothing changes and the link keeps working until it expires.
• Check your two-factor settings once you are back in. An undo does not change them, and whoever had your account may have added their own authenticator. If signing in asks for a two-factor code you do not recognize, see If Two-factor Authentication Locks You Out.
• Review your API keys too. An undo revokes only the keys created at or after the change was requested. Revoke any older key you do not recognize.
• Pingara keeps a report. Each undo opens a report for Pingara's staff. It holds the restored and moved-from addresses, the IP address the undo came from and its country, when the change was requested and confirmed, the API keys revoked and how many devices were signed out. It is kept until our staff resolve it and deleted a year after that, and it is not deleted if you delete your account. See the Privacy Policy.

Cancelling an Undo Link

The undo link in your old inbox works for whoever can read that mailbox. If you changed your email on purpose and no longer use the old mailbox, you can cancel the link.

1. Go to Settings → Security and find Undo links. It only appears while you have a live link
2. Click Cancel link next to the address
3. Enter your current password and click Cancel link

Good to know:

• A cancelled link keeps working for 24 hours. The list then shows Cancelled. Stops working at and the time. The delay is deliberate: anyone signed in to your account with your password could cancel a link, and this gives you a day to use it. If the link would have run out sooner, it stops then.
• The old address is emailed straight away. The email says when the link stops working and to use it now if you did not ask for the cancellation. It has no link, IP address or country.
• A wrong password counts as a failed sign-in. It uses the same limit as signing in and as changing your email: five wrong passwords in 15 minutes pauses all three.
• If the list will not load, you see an error. When Pingara cannot check for undo links (for example after the site was updated while the page was open), the Undo links section shows Could not check for undo links with a Try again button, rather than disappearing. If a cancel does not get an answer, the dialog says the link may not be cancelled and asks you to reload the page to check.
• Cancelling emails the old address. Someone who has left a job, for example, may prefer to let the link run out instead of cancelling it.
• Cancelling twice changes nothing. The second time sends no email and adds no audit entry.
• It is recorded. The audit log shows Email change undo link cancelled, with the address the link would have restored partly hidden.

Each step is recorded in the audit log: Email address change requested, then Email address changed when the new address confirms. A change that is withdrawn is Email address change cancelled, an undo is Email address change undone, and cancelling an undo link is Email change undo link cancelled.

Profile Picture

Your profile picture appears in the header next to your account menu. Accounts without a picture show a generic user icon.

Uploading a Picture

1. Go to Settings → Profile
2. Click Upload photo
3. Choose a JPEG, PNG, or WebP image up to 5MB

The new picture appears immediately. Uploading a new picture replaces the previous one. The old image is deleted from storage, not archived.

Your email address must be verified before you can upload a picture.

Removing Your Picture

Click Remove next to your avatar in Settings → Profile. The image is permanently deleted from storage and your avatar returns to the generic user icon.

Privacy

• Profile pictures are stored on servers operated by Pingara and served over HTTPS
• When you remove your picture, or delete your account, the stored image is permanently deleted
• Pictures are validated server-side; only real JPEG, PNG, or WebP image files are accepted

If Two-factor Authentication Locks You Out

If you cannot give a two-factor code, for example because you lost your phone and have no backup codes left, you cannot turn two-factor off yourself, because that needs a code too. Pingara support can remove it for you after an identity check. Support only helps the owner of the account, and only through the account's own sign-in address.

1. Email support@pingara.io from the address your account signs in with. Support will not discuss an account with any other address
2. Support writes back to your sign-in address. Reply from that mailbox and answer a few questions about your account that only its owner should know
3. Once you pass, support tells you when two-factor will be removed. It waits 24 hours first, so allow at least a day

If you used an undo link recently, expect it to take longer. Each undo opens a report for Pingara's staff, and support has to review and resolve that report before it can remove two-factor from your account.

Never send an identity document, a password, a two-factor code, your backup codes or an API key. Support does not need any of them and will not ask. If you did not ask for two-factor to be removed and you get an email saying it was, contact support at once.

When support removes two-factor:

• Two-factor is off. Your authenticator app and backup codes stop working.
• Every device is signed out.
• Your old password stops working. This protects you if someone else knew it. Pingara emails a link to your sign-in address that lets you set a new password. The link lasts 1 hour. After that, use Forgot password on the sign-in page.
• A waiting email address change is cancelled. Undo links you already have keep working.
• Your audit log shows it. Each organization you belong to gets Two-factor authentication turned off and Password reset requested entries with System as the actor.

Then sign in with the new password and turn two-factor back on in Settings → Security.

Deleting Your Account

You can delete your account once you no longer belong to any organization. Leave each organization, or delete it if you are its owner, and Pingara then offers Delete account on the page where you would create a new organization. To confirm, you type your email address.

Incidents You Handled

Your name stays on the incidents you acknowledged or resolved, and on their timeline entries, because it is the record of who handled each outage. If you never saved a name, those incidents say they were handled by "a deleted account". Your email address is removed from those records shortly after your account is deleted, so it no longer appears in the incident history, in what the Developer API returns about those incidents, or in webhook events created after that. A webhook event created before then keeps the address it was created with, including while it is being retried. Audit log entries that name you keep your email address until they are deleted at 90 days old. See the Privacy Policy.