Short answer: All of it is in the Basic Account Information email sent when you signed up: your user name, your password, and your connection address — a number followed by .mycloud.computer. Two different logins will get you into the control panel: the one you chose when you signed up, and the machine login in that email. Both work, and from the control panel you can start a browser session either way.
Applies to: All Infosaic cloud desktops · the control panel · Remote Desktop connections
There is one email that matters, and everything else is a copy of it. Subject line: Basic Account Information. It arrives when your desktop is created.
It is worth understanding that there are two sets of credentials in play, because people assume one of them must be wrong. They are both valid, they just came from different places.
What the welcome email gives you
- User Name — generated for the machine, in the form UserIDxxxx.
- Password — also generated, shown in plain text in the email.
- IP address / server hostname — a number followed by .mycloud.computer. This is what a Remote Desktop connection needs.
- Three connection options — the control panel, a regular Remote Desktop connection, and a direct link that opens the desktop in your browser.
Those three items are all you ever need. Save them somewhere durable — a password manager is best — and you will not have to hunt for this email again.
The two logins, and why both work
This is the part that causes most of the confusion.
- The login you chose when you signed up. This gets you into the control panel. From there you can start a browser session on your desktop with One Click Access.
- The machine login in the welcome email. This is what Windows itself uses — and it will also get you into the control panel.
So if you have two sets of credentials and are not sure which is which: try either. Both open the control panel, and both lead to the same desktop. Neither is stale or wrong.
Inside Windows, though, only the machine user name and password from the email apply. That is the account the desktop itself runs as.
If neither login works, do not keep trying. Repeated failures are worth a support request rather than a fourth guess. Ask us to resend the account information and we will confirm both sets in one reply.
Which detail goes where
- Opening the desktop in a browser — nothing to enter. The direct link in the email already contains your credentials.
- Remote Desktop app — the hostname ending .mycloud.computer, plus the machine user name and password.
- Control panel — either login, as above.
- Signing in inside Windows, after a restart or a lock screen — the machine user name and password from the email.
The .mycloud.computer address is the one people most often go looking for, because it is the only detail a Remote Desktop client cannot work out for itself.
Keeping the details safe
The welcome email contains a working password in plain text, and the direct link contains it too. That is convenient and it means the email deserves a little care.
- Move the details into a password manager and stop relying on the email.
- Do not forward the email. If a colleague needs access, ask us for a separate account for them.
- Do not paste the direct link anywhere shared — chat, documents, tickets.
- Change the Windows password once you are in, if the desktop will hold anything sensitive.
If you think the details have been seen by somebody who should not have them, open a support request. Changing the password invalidates the old direct link immediately.
If you cannot find the email
- Search your mail for “mycloud.computer” rather than for our company name. That string appears in the connection details and almost nowhere else.
- Check spam and any promotions folder. A first message from a new sender frequently lands there.
- Check the address you signed up with, which may not be the one you read day to day.
- Ask us to resend it. Email [email protected] or open a support request from the control panel.
We will not send the details to an address that is not on the account, so ask from an address we already hold — it saves a round trip.
Questions and answers
Where are my cloud desktop login details?
In the Basic Account Information email sent when your desktop was created. It has the user name, password and connection address.
What is my connection address?
A number followed by .mycloud.computer. You need it for Remote Desktop connections.
I have two different logins. Which one is correct?
Both. The login you chose at sign-up and the machine login in the welcome email will each get you into the control panel.
Which login does Windows itself use?
The machine user name and password from the welcome email.
Do I need a password to open the desktop in a browser?
No. The direct link in the email already contains your credentials.
Can I start a browser session from the control panel?
Yes. Sign in with either login and use One Click Access.
I cannot find the welcome email. What should I search for?
Search your mail for mycloud.computer, and check your spam folder. If it is gone, ask us to resend it.
Can you resend my details?
Yes, to an address already held on the account. Email [email protected] or open a support request.
Should I change the password?
If the desktop will hold anything sensitive, yes. It also invalidates the direct link from the original email.
Related articles
- Your first 10 minutes with your cloud desktop
- How to open your cloud desktop in a web browser
- What you need to connect by RDP
- A tour of your control panel: what everything does
- Browser access or RDP: which should you use?
- How to open a support request (and get it solved faster)
Still stuck?
Open a support request from your control panel — that is the fastest route, because it reaches the team who can already see your account and your desktop. You can also email [email protected].