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What to Do When You've Received a New Login Location Email

Learn why you received an email about a new login and what to do next.

As part of our continuous security improvements, we send a notification email when we detect a login from a device, browser, or location that's different from your usual login pattern. This helps you catch unauthorized access to your account quickly.

What to Do When You Get This Email

  1. Check the login details in the email against your own activity. Confirm the time, device, and approximate location.
  2. If the login was you, no action is needed.
  3. If you don't recognize the login, change your password immediately.

Pro Tip: Common reasons a login looks unfamiliar include using a new device, clearing your cookies or cache, switching networks (for example, from wifi to mobile data), using a VPN, or traveling.

Please Note: This email is a proactive safety measure, not a sign your account was compromised. Getting the email means the security system is working as intended.

Frequently Asked Questions

Why does the location in the email look wrong?

Location is estimated from your IP address, not GPS or precise device location. IP-based geolocation is often approximate and can point to the city of your internet provider's regional hub instead of your actual city, a VPN or proxy server location, or a mobile carrier's network routing point (common with cell data). An unfamiliar city doesn't automatically mean someone else logged in, but it's still worth checking.

How do I know if I should be concerned?

Did you log in around the time shown on the email? Were you using a new device, browser, or network? Does the approximate region make sense? 

What should I do if the login wasn't me?

Change your password immediately. 

What if I'm still not sure it was me?

If you're still unsure, you can change your password to ensure your account stays secure.

Did this answer your question?

If not, please reach out to our Product Engagement Team via the blue chat icon or email support@trellis.org.