User FAQ's

All our frequently asked questions answered for our users

Robert Shough avatar
Written by Robert Shough
Updated this week

Our Help Centre is primarily geared for our platform administrators, however, this article contains all of the useful pieces of information that our users may need.

Problems logging in

Occasionally a user may experience issues logging in.

Account not found

If you are receiving the following message, your CybSafe administrator may not have created an account for you yet.

Please contact your CybSafe administrator at your organisation to get you set up on the platform. If you are unsure who is your CybSafe administrator, contact us

SSO login issues

If your organisation uses Single Sign On and you cannot login, contact your IT department or CybSafe admin to ensure you are added to the platform and that your SSO is live.

If your organisation uses the "Passphrase Backstop" feature, you will have been prompted to set a backup passphrase when first logging in using SSO. You are able to use that passphrase along with your SSO email address to login to CybSafe. Simply click "I have an original CybSafe Login" and enter your details.

Ensure you are not using an alias

Ensure you are not using an alias email to login to CybSafe. You must use the email address your administrator used when adding you to the platform.

Easiest way to confirm which email to use is to check your email address on any emails received from CybSafe.

How to change your default language?

End users can edit their default language in two ways, through their My Account or at the bottom of each page of the CybSafe platform.

Change your language in My Account

  1. From any page Click on the 3 dots in the top right hand corner, select My Account.

  2. Under Language, choose your preferred language.
    This language selection will determine what language you receive any emails, phishing emails, nudges or alerts in.

  3. Click Save.

Video showing where to edit your default language in My Account.

Quick change on any page

For quick access to update your language, scroll down to the bottom of any page on the CybSafe platform. From here select the language menu and change your language.

Video showing how to change your default language at the bottom of each page.

Supported languages

For information on what languages we support please see the following article, "Supported languages".

How to edit your account details?

To update your account details, log in to CybSafe and click the 3 dots in the top right corner and select "My Account".

On this page you can edit your first and last name, set your default language and update your country and timezone.

What are User messages?

User messages allow you to communicate with your company about security topics.

At the bottom right of each page you’ll find the ‘User messages’ button. Use it to communicate directly with your company administrator remaining anonymous if you wish. Provide feedback on departmental processes, ask for help and/or give your thoughts and opinions on other areas you may want to address.

Is the CybSafe course accredited?

Every Cybsafe module has been accredited by two of the leading cyber-security institutions in the U.K: The Chartered Institute of Information Security and the The National Cyber Security Centre (NCSC).

With the accreditation of these two organisations, you can be assured your people are getting the expert cyber-security advice they need.


Still have questions?

If you still have questions, you can contact the CybSafe team via support@cybsafe.com. We’re on hand to help resolve any further issues!

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