LivingLens user setup

Customer Admins should add and manage users via User management.

If your account does not have a Customer Admin, contact LivingLens Support via Medallia Knowledge Center to add new users to a channel that has already been created. If you don't have access to Knowledge Center, reach out to your Account Manager.

If your subscription includes a Project Information Form, list all users' names, emails, and user roles when requesting a new LivingLens channel. LivingLens Support sets up users as part of channel setup.

Include in your request:

• User first and last name.
• User email.
• Channel(s) the user needs access to.
• Role needed (Pro or Standard) and any Add On roles. See LivingLens user roles.

Welcome email

First time LivingLens users receive a welcome email from sender Support@livinglens.tv upon user account creation, which includes a link to set a password. Users must activate their account by setting a password.

The password creation link in the welcome email expires 96 hours after receipt.

The welcome email is automated. Check email filtering and spam/junk folders as the automated welcome email can be diverted.

If you cannot locate the welcome email:

1. Check email filtering and spam/junk folders.
2. Add support@livinglens.tv as a contact in your address book.
3. Contact your Customer Admin to resend the welcome email. If your account does not have a Customer Admin, contact LivingLens Support via Medallia Knowledge Center to resend the welcome email.

If you miss the 96 hour window to set your password:

1. Contact your Customer Admin to resend the welcome email. If your account does not have a Customer Admin, contact LivingLens Support via Medallia Knowledge Center to resend the welcome email.
2. Once LivingLens Support confirms a new welcome email has been sent, check your email inbox.
3. Click the link in the email to set a password.

Password requirements

LivingLens platform passwords must contain:

• 12 or more characters.
• A lower case letter.
• An upper case letter.
• Either a number or a special character.

Forgotten password

Active users are temporarily locked out of LivingLens for 20 minutes if they incorrectly enter a password three times.

If you forgot your LivingLens password, reset it on the Login screen.

1. Click Forgotten Password?

2. On the Account Recovery page, type your email in the username field and click Request Password Recovery.

3. A password recovery email is sent to the email. Click the link in the email to reset your password.

If you cannot locate the password recovery email:

1. Add support@livinglens.tv as a contact in your address book.

2. Follow the steps above to resend the password recovery email.

Contact LivingLens Support via Medallia Knowledge Center for addition support.

Login screen

Log in to the LivingLens region that hosts the required channel. For a full list of LivingLens instances, see Production regions.

Select a language from the LivingLens login screen to view the screen in your preferred language. The platform displays in the chosen language for the duration of your session.

Selecting a language from the LivingLens login screen does not save the language setting to your account. To set your preferred language for the LivingLens platform, see Changing your platform language settings.

Single sign-on

Single sign-on (SSO) authentication is a form of external authentication that allows users to forego the typical account creation process and log in to LivingLens using their SSO identity provider (IDP).

Contact your Medallia expert for information on setting up SSO or Security Assertion Markup Language (SAML) for your organization.

When setting up programmatic access to LivingLens, you may need to manually adjust user and channel settings.

• For information on converting a user login from manual (username and password) to SSO, see User Management's Managing a user profile.

• For information on giving access to a channel via SAML, see Channel management's Configuration tab.