Changing your password

1. Make sure that your computer is properly connected to the Booking.com network:
   • Connect via GlobalProtect VPN
2. In the top menu bar, locate the key icon and click on it
3. Click Change Password
4. Fill in your current password in the Old Password field
5. Enter a new password in the bottom two fields, ensuring they match. You will see a handy pop-up letting you know when you have met each of the password requirements.
6. When both fields match click Change Password
7. Click OK to close the window after successfully changing the password.
   • In case the password change was unsuccessful, an error message is shown. Review the error message and try again.

Your password should now be changed.

Troubleshooting Tips:

• Keychain: Your Keychain password should be updated automatically when you use the above described method. However if you are experiencing login issues after a password change, it may have failed. You can then update your keychain password manually. Detailed instructions can be found here: How to update the Keychain password on macOS.
• FileVault: When your computer does not accept your new password after a restart, it may be that your password has not synched properly across systems. To fix this, first restart your computer one more time. In case you still need to use your old password during login after a few restarts, change the FileVault password manually.

If you are experiencing any other issues, please refer to the below article for fixes to the most common issues:

• Troubleshooting password change issues on macOS

Changing an expired password

It is highly recommended to change your password BEFORE it expires using the instructions above to avoid potential account lock-out issues.

There are 2 approved methods for changing an expired password:

• Through Okta – Works both from home and from the office.
• Through GlobalProtect – Only works when working remotely.

Using Okta

Important! To use the below method you need Okta Verify enabled on your Okta account.

1. Go to okta.fareharbor.com.
   • If you are not able to do that from your FareHarbor laptop, you can use a different device like a mobile phone
2. In the Login screen enter your @booking.com email address and click Next
3. Enter your expired password and click Sign In
4. Use Okta Verify to authenticate
5. Okta recognizes that your password is expired. Enter your Old (expired) Password in the first box.
6. Enter a new password and confirm it in the 2nd and 3rd text box.
7. Click Change Password
8. Log into your Booking.com mac with your Old expired password

9. A small window will pop up. Enter your new password and click Sign In.

   If the window below does not automatically popup, please click the key icon in your top menu bar and click on Open Kerberos SSO Extension or Change password.

10. Another small window pops up asking you to synchronize passwords. In the first box (where it asks for the Active Directory password) type your new password. In the 2nd box type your expired password.

11. Click Sync Password.

Using GlobalProtect

1. Log into your computer with your expired password
2. Open GlobalProtect from the Start Menu or if it is already running, click on the globe icon in the task bar at the bottom right
3. In the Login screen enter your @fareharbor.com email address and click Next
4. Enter your expired password and click Sign In
5. Use your Okta Verify to authenticate
6. Okta recognizes that your password is expired. Enter your old (expired) password in the first box.
7. Enter a new password and confirm it in the 2nd and 3rd text box. Make sure the password follows the FareHarbor Password Policy.
8. Click Change Password

9. A small window will pop up. Enter your new password and click Sign In.

   If the window below does not automatically popup, please click the key icon in your top menu bar and click on Open Kerberos SSO Extension or Change password.

10. Another small window pops up asking you to synchronize passwords. In the first box (where it asks for the Active Directory password) type your new password. In the 2nd box type your expired password.

11. Click Sync Password

Your password is now changed.

When you incorrectly type in your password 5 times, your Okta account becomes locked temporarily. This article helps to explain how you can unlock your user account without having to call IT Support.

Unlocking your account using Okta

With Okta you can unlock your account from any location using any device.

1. Go to okta.fareharbor.com
2. On the sign-in page scroll down and click Forgot your password? Locked out?
3. Click Unlock a locked out account
4. Enter your @fareharbor.com email address or your secondary email address
5. An email is sent to the inbox of your secondary email address. Navigate to this inbox.
6. Open the email from Okta and click Unlock Account
7. The Okta website will open and present you with the Unlock Account Challenge
8. Answer your security question
9. Click Unlock Account

Your account is now unlocked. Your password has not been changed.

Unlocking your account using Self Service

1. Ask a colleague to go to selfservice.booking.com and have them perform the next steps
2. Click Unlock Colleagues Account
3. Enter the locked colleague’s name, email address or username and click Search
4. Click the Unlock button behind the appropriate user

The account is now unlocked. The password has not been changed.

Account not locked, but still not able to log in

When you have tried all of the above, but you are still not able to log in it might be that your password is expired. For security purposes, your login password will expire every 90 days. To reset your password take the following steps:

1. Connect your computer to the network with an Ethernet LAN cable (or placed into a docking station with an Ethernet LAN cable plugged in).
2. Restart your computer.
3. A prompt to change your password will appear. Follow the instructions on the screen to change the password. Your new password must meet the FareHarbor Password Policy requirements.

Please make sure to update your Keychain password.

If the solutions above are not working or you are unable to wait 30 minutes than please contact our IT Support. You should also contact IT Support if your account is repeatedly locking you out.

When using a keyboard for a specific language you will need to change the keyboard language settings on your Mac.

1. Click the Apple icon in the top left-hand corner of the screen and select System Preferences
2. Select Keyboard
3. In the Keyboard preference pane, select the Input Sources tab
4. Click the “+” button found on the bottom left of the window
5. From the list choose the input source that corresponds to the keyboard layout you want – each language can have multiple input sources and the differences may not be obvious

How to reinstall macOS

1. Connect the Mac to the power source
2. Turn your Mac off
3. Boot into recovery mode:
   • If you are using an Intel MacBook Pro:
     • For local recovery: Press the Command (⌘) + R on the keyboard and continue holding, then press the power button once.
     • For internet recovery (if local recovery or MacOS update does not work): Press Option (⌥) + Command (⌘) + R on the keyboard and continue holding, then press the power button once.
   • If you are using an M1 chip MacBook Pro: Press and hold the power button until you see Loading startup options. Then choose Options and click Continue. If you are prompted for your password, please enter it.
4. Once your Mac booted into the recovery mode, select Disk Utility.
5. Click View and then Show All Devices
6. Select the Apple SSDxxx in the left hand column view and select Erase
   • Name: macOS SSD
   • File system: APFS
   • Partition table: GUID
7. Once erased, close the window by clicking on the X in the top left hand corner (DO NOT RESTART YOUR MAC)
8. Proceed with the installation of macOS by selecting Reinstall macOS

How to setup after the reinstallation

After your are welcomed with the setup screen, please follow this guide to setup your Mac.

G-suite serves many functions at FareHarbor. We use Gmail for our FareHarbor email, and Google Sheets, Docs, and Drive are used for collaboration. Google Meet is used for meetings and Google Calendar is used as the company wide calendar for meetings and booking rooms in our offices.

To access:

• Navigate to Gmail and sign in using your FareHarbor email address and FareHarbor Password.
• You will then be prompted to enter your 2FA which you will have setup on your Phone under the Google Authenticator App.
• Note: 2FA is forced across all of FareHarbor. If you fail to set up 2FA correctly, disable 2FA, get a new phone and don’t transfer the authentication, or break or lose your phone you will be locked out of your account. Please post in #2fa-support and someone from your region will reach out to assist.
• If you forget your gmail password, please submit an IT Ticket with the fields Category Software & Where is the issue? Gmail.
• If you are locked out because of 2FA and are receiving an 8 Digit Backup code request, please post in the #2fa-support room and someone from your region will reach out and assist.

Keeper is our password management system that securely stores account login credentials, reducing the chance of you being locked out of accounts due to a forgotten password.

To access:

• Log into okta.fareharbor.com
• Click on the Keeper Icon
  • If you have signed in before, you will be automatically signed in
  • If this is the 1st time you are signing in or you are signing in from a new computer you will be prompted to enter your Okta credentials.
• Note: The 1st time you sign into the chrome extension or the App you will need to enter your Okta credentials as well as send a push notification.
• The Push can be sent to either:
  • A recognized device: this refers to any of the 3 options for signing into keeper: Web Page, Chrome Extension, or App. You need to be already signed into 1 of these 3 Keepers in order to receive the push from one of the other 2.
    • For example: Log into Keeper through okta.fareharbor.com and keep the web page open. Log into the app, send the push to a recognized device. The push will be sent to the Keeper web page you have open and you will be able to approve it yourself.
  • Send to Admin: Sending to the Admin is also an option. In order to approve these an Ops associate needs to be signed into the Keeper Admin console. This means there may be up to a 24 hour turn around on the push approval. Ops checks the Admin Dashboard periodically throughout the day and will approve the pushes when they are seen.

Additional Keeper Help Page Resources – Keeper Tips & Troubleshooting

Okta is our SSO (Single Sign On) Identity Provider. It is used as a more secure alternative to traditional password access to systems. Once a system is integrated with Okta, there is no longer a need for credentials, just log into Okta and click on the application and you will be automatically signed in. v

To access:

• Navigate to okta.fareharbor.com.
  • Enter your FareHarbor email address and your Okta password.
• If you do not remember your Okta password or need to reset it, please fill out an IT Ticket with the Category Okta Password Reset. A member of the Booking IT Team will reach out to you to assist.

Slack is our internal messaging system. It is used for communications that go out to the entire company, regionally, between teams, as well as between individuals.

To access:

• Log in to okta.fareharbor.com
• Click on the Slack Icon
• If it is your first time logging in, you will be prompted to enter your Okta credentials.
• On the landing page, click the FareHarbor Icon in the top left corner → Open Slack in App
• If you do not remember your Okta password or need to reset it, please fill out an IT Ticket with the Category Okta Password Reset. A member of the Booking IT Team will reach out to you to assist.

Note: these steps apply to accessing Slack via both your computer and your phone.

For additional Slack resources, including FareHarbor Slack guidelines, visit the [Communicating via Slack help page[(https://help.fareharbor.com/internal/administrative/tools/communicating-via-slack/).

Zoom is our video conferencing platform used for meetings and conferences.

To access:

• Log into okta.fareharbor.com
• Click on the Zoom Icon
• Enter your Okta Credentials
• When logged in correctly you will see Licensed next to your name when clicking the person Icon in the top right corner.
• If you do not remember your Okta password or need to reset it, please fill out an IT Ticket with the Category Okta Password Reset. A member of the Booking IT Team will reach out to you to assist.

Airtable is a project management software. Each team uses Airtable differently based on need.

To access:

• Navigate to https://airtable.com/login
• Sign in with Gmail
• You can also enter your Fareharbor email address + the password you created
• Note: Not all teams or all roles on a team will require Airtable access. If you believe you need access, please contact your manager.

Close is our CRM (Customer Relationship Management) software. Close houses all of our clients’ information as well as any information around new potential clients (leads). Client communications, client information, correspondents, as well as discoveries are all housed within Close.

To access:

• Navigate to https://app.close.com/login/
• Log in with your FareHarbor email + the password you created.
• If you forget your password, click forgot password under the credential bars → Enter your FareHarbor email and a reset link will be sent to your email address.
• Currently 2FA is not required on Close accounts. If you have set 2FA up on your account and do not have access to the authenticator app, you will need to submit an IT Ticket.
• Note: Not all teams require access to Close

Cloudflare is a global network designed to make everything you connect to the Internet secure, private, fast, and reliable. It is used to secure FareHarbor’s websites, APIs, and Internet applications.

To access:

• Navigate to Cloudflare
• Enter your FareHarbor email address and the password you created.
• Enter the 2FA code from your authenticator app.
• If you have forgotten your password, click the forgot password link below the credential field and follow the steps.
• If you have lost access to your 2FA, you will need to submit an IT Ticket
• Note: Cloudflare access is highly selective and reserved for specific teams.

DocuSign is used by FareHarbor to manage our electronic agreements. This includes agreements with both our clients and our vendors.

To access:

• Log in to okta.fareharbor.com
• Click on the Docusign Icon
• If you do not remember your Okta password or need to reset it, please fill out an IT Ticket with the Category Okta Password Reset. A member of the Booking IT Team will reach out to you to assist.
• Note: Not all teams have access to Docusign

Microsoft Office 365 consists of all Microsoft applications: Microsoft Word, PowerPoint, Excel, and OneNote. As all FareHarbor employees have access to Google Sheets as well as Google Docs, Microsoft Office Licenses are given out on a case by case basis based on business need and will have to be approved by your manager.

To access:

• Log into okta.fareharbor.com
• Click on the Microsoft Office 365 Icon → you will be automatically logged in On the landing page in the top right corner there will be a button to install office on your computer. We recommend installing for ease of access.
• Note: If you believe you need access, please first get manager approval, then submit an IT Ticket including the business need.

Additional Microsoft Help Page Resources – Downloading Microsoft

SMTP provider used to manage and track all email activity that goes through, or comes from messages@fareharbor.com.

To access:

• Log in to okta.fareharbor.com
• Click on the SendGrid Icon
• If you do not remember your Okta password or need to reset it, please fill out an IT Ticket with the Category Okta Password Reset. A member of the Booking IT Team will reach out to you to assist.
• Note: Not all teams have access to SendGrid

Additional Help Page Resources: SendGrid

Stripe is used as FareHarbor’s payment processing software.

To access:

• Log in to okta.fareharbor.com
• Click on the Stripe Icon
• If you do not remember your Okta password or need to reset it, please fill out an IT Ticket with the Category Okta Password Reset. A member of the Booking IT Team will reach out to you to assist.
• Note: Not all teams have access to Stripe

FareHarbor uses Zapier to integrate FareHarbors web applications and automate workflows.

To access:

• Navigate to Zapier
• Sign in using your FareHarbor email and Password you created.
• If you are having trouble with your password, please fill out an IT Ticket with the Category Other. A member of the FareHarbor IT Team will reach out to you to assist.
• Note: Zapier has very limited access and will require Manager approval as well as business need.

Zendesk Support is our client/affiliate ticketing platform that allows internal teams to provide prioritized support to our clients via phone or email.

To access:

• Navigate to Zendesk
• Log in with your FareHarbor email address + the password you created.
• If you can’t remember your Zendesk password please fill out an IT Ticket with the Category Systems & Where is the issue? Zendesk
• A member of the FareHarbor IT Team will reach out to assist.
• Note: Some teams access Zendesk through shared credentials. They will be found in your Keeper vault.

Additional Help Page Documentation: Zendesk Essentials

Keeper is our password management system that securely stores account login credentials, reducing the chance of you being locked out of accounts due to a forgotten password. It also allows us to share login credentials for various accounts within teams and across departments in a secure manner.

Note: You should not be storing any passwords locally on your computer or in the web browser. Credentials for all systems (personal and shared) should only be stored in and shared via Keeper.

Keeper Tips

• Accessing client credentials

  • All of the shared client credentials will be in your vault
    • To access client credentials, log into Keeper via okta.fareharbor.com
  • In the search bar, search for the name of the client you are looking for
  • All existing credentials containing the name will be revealed

• Adding to Shared Folders

  • Click Create New
  • If you have no folders open, or if you have multiple folders open, the record will be added to your vault

• Moving credentials

  • Right click on the credential → Move To → Name of Folder/Shared Folder/Vault
  • Another option is to drag and drop the record into the appropriate folder

• Sharing passwords to individuals

  • You can share your personal passwords (not in shared folders) by clicking on the password, then Options (upper right corner)
  • Click Sharing
  • Input the name of the person you would like to share with → Select their name
  • Click Add

• Adding credentials directly from a web page

  • Click on the lock icon in the Credential Bar → Do you want to create a new record → Yes
  • A Pop Up will appear → Add details as you would for any record (Username, Password, Title of Credentials, notes, etc)
  • Click save
  • The credentials will be available to use immediately and you will also find them in your vault

• Organizing folders

  • Click the 1st Folder twice → 1st click opens → 2nd click hides passwords in central vault (easier to grab multiple folders)
  • Hold down shift → click the last folder you would like in the group
  • All folders will be highlighted
  • Drag and drop the folders into a new folder
  • Note: Shared Folders cannot be combined, BUT they can be all grouped together in one personal folder (ie. All Client Credentials – A-Z)

• Organizing records

  • Click on Record → Hold Shift → Click on Last Record in group
  • Drag and drop into a personal folder/shared folder/your vault

• Enabling KeeperFill for Apps

  • KeeperFill can be used for Apps as well as for web pages
  • Click on your email in the top right corner → Click Settings
  • Click KeeperFill → Click Configure
  • Now when you open a record you can click the arrow in the top right corner
  • A Pop up will appear that you can move around your monitor.
  • Open the App you would like to use the credentials for
  • Click on the username field in the App → Click on Fill Value under Login in the Pop Up
  • Click on the password field in the App → Click on Fill Password in the Password field in the pop up.
  • Video Link

• Stay logged in Notice: This must be done in both the App as well as the Chrome extension. App

  • In the App click your email in the top right corner → Settings
  • Click Security
  • The Auto-Log Out is automatically set for 60 minutes
  • Click the button to disable it → will go from green to gray
  • If stay logged in is not enabled (is gray) → click the button to enable

• Chrome Extension

  • Click the Keeper Icon → Settings
  • Click Security – 1st Option
  • If the Logout timer is on, click to disable
  • If Stay Logged in is not enabled (gray), click that as well to enable
  • Keeper Chrome Extension

• Enable Keeper in Incognito Mode

  • In your browser, right click the puzzle piece that manages extensions. → “Manage Extensions”
  • Click on Details on the Keeper Icon
  • Toggle on Allow in Incognito
  • You will now be able to use KeeperFill in Incognito Mode

Video tutorials

• Organizing Passwords
• Creating a Password Record from a Website
• Creating a Password Record in Keeper
• Sharing Passwords
• Updating & Restoring Passwords
• Keeper Fill for Apps

There may be other issues that arise including needing additional access, accidental deletion of access, or Keeper bugs. Please submit an IT Ticket for assistance with all Keeper-related requests or issues.

If you’re having trouble with your headset while on video calls, use the steps below to troubleshoot.

For all headsets:

1. From the System Preferences menu, select Security & Privacy.

2. For all headsets with call programs, add your programs to Accessibility. For example, for Zoom:

   

3. Enable the conferencing program on the right-hand pane.

4. Verify that sound effects are enabled and not on default.

   

For non-USB headsets if the above does not help:

1. Unplug headset.
2. Close all apps.
3. Shut down your computer completely (don’t just log out or restart).
4. Wait about 1 minute.
5. Turn your system back on and log in.
6. Once logged in open System Preferences > Sound > Input.
7. Plug in the headphones.
8. Wait about 1 minute for the microphone to connect and begin picking up sounds. You’ll see the bar at the bottom register the sounds if you talk into the microphone.
9. Once that happens you can begin using the headset.

For USB headsets please contact IT.

1. Log into okta.fareharbor.com.

2. Click on the “Office 365” tile – you will automatically be logged into your account.

   

3. On the landing page, click “Install Office” in the top right corner and download the Office 365 apps. This will include Word, Excel, PowerPoint, and One Note.

   

If you do not see the Office 365 tile within your okta.fareharbor.com account or run into any other issues, please fill out an IT Ticket.

When switching from a Windows environment to a Mac environment it can take some time to adjust. Here are some keyboard shortcuts that can help with that.

Lock, Close, Quit

• Control-Command-Q : Locks the screen
• Shift-Command-Q : Log out of computer
• Command-Q : Quit active program
• Option-Command-Esc : Force quit an application
• Command-W : Close current window
• Option-Command-W : Close all windows of active program

Finder and Documents

• Command-C : Copy
• Command-V : Paste
• Command-X : Cut
• Command-Z : Undo

Documents and Messaging

• Function-Delete : Deletes characters after the cursor
• Command-Left arrow : Move cursor to start of line
• Command-Right arrow : Move cursor to end of line
• Command-Up arrow : Move cursor to top of page
• Command-Down arrow : Move cursor to bottom of page
• Shift-Command-Arrow : Move cursor and highlight
• Control-A : Move to beginning of paragraph
• Control-E : Move to end of paragraph
• Shift-Control-A : Move to beginning of paragraph and select text
• Shift-Control-E : Move to end of paragraph and select text
• Option-Left arrow : Move to beginning of word
• Option-Right arrow : Move to end of word
• Shift-Option-Left arrow : Move to beginning of word and select
• Shift-Option-Right arrow : Move to end of word and select

Finder and Google Drive

• Option while dragging : Copy item instead of move
• Command while clicking items : Select or deselect multiple items

General System

• Option-Command-Plus or Minus : Zoom in or out
• Shift-Command-Question mark : Open help menu
• Command-Comma : Open preferences for active application
• Command-F : Open Search
• Command-Spacebar : Open Spotlight Search
• Option-Command-D : Show or hide the Dock
• Shift-Command-3 : Screenshot of active screen
• Shift-Command-4 : Crosshairs to select a portion of screen to screenshot (press spacebar once to select entire window)
• Shift-Command-Control-4: Crosshairs to select a portion of screen to screenshot but saves to clipboard instead of desktop
• Shift-Command-5 (Mojave only) : Select area to screenshot or screen record, better control over selection and storage location

VPN is required to work remotely. FareHarbor uses GlobalProtect as the VPN client. This article explains all about this topic.

About using VPN

VPN (Virtual Private Network) is required to access Booking.com applications and resources when working remotely. There are two main requirements for using VPN:

• Okta account with Okta Verify or a YubiKey for Multi-Factor Authentication (MFA).
• GlobalProtect installed and configured on your device.

The remainder of this article explains how to fulfil these requirements and connect to VPN.

Configuring Multi-Factor Authentication (MFA) for VPN

In order to connect to the GlobalProtect VPN service, you will require an active Okta account with MFA. The recommended MFA method for account verification with GlobalProtect is Okta Verify. If you own a YubiKey, you can also use this to verify your account with GlobalProtect.

When setting up your Okta account, the setup of an MFA method is mandatory. However if you would like to add or change your MFA methods, check out the articles below:

• How to set up Okta Verify and Okta on a Mobile device
• How to set up a YubiKey in Okta

If you are trying to set up Okta MFA remotely, you will need to reach out to IT Support to complete the process.

Back to Top

About GlobalProtect GlobalProtect is our VPN solution that provides an encrypted connection between your Booking.com device and the Booking.com network. GlobalProtect ensures a reliable, user-friendly and secure VPN connection experience. In short, GlobalProtect will allow you to connect easily and safely to the network while working remotely.

Back to Top

Installing and Configuring GlobalProtect on your device GlobalProtect is available on all common device types. Installation instructions can be found below:

Windows GlobalProtect is automatically installed and configured for all Windows laptops.

In case it is not installed on your laptop, you can install it from Software Center.

macOS

Linux

Android

iOS Back to Top

Connecting to VPN with GlobalProtect

Windows Click on the Start Menu. Start typing GlobalProtect until the program appears in the list. Click GlobalProtect. A window in the bottom right will open, click Connect. Log in with your @fareharbor.com username and password Choose the MFA method: Okta Verify Click Send Push (or enter the 6-digit code). Open the Okta Verify app on your phone. Tap Yes, it’s me. YubiKey Touch the golden contacts or the Y button on the Yubikey You are now connected to our network through VPN.

macOS

Linux

Android

iOS Back to Top

Setting up VPN in China In China, the setting up for VPN works slightly differently. We have provided a dedicated article:

How to set up VPN in China Back to Top

Troubleshooting Tips If you are having issues with setting up your Okta account or adding an MFA method, you can refer to the following article:

All about Okta In case you are having issues with connecting to VPN itself the below article may help.

Troubleshooting VPN/remote access issues If you are still experiencing technical difficulties on any of the above-stated issues, please raise the issue with IT Support.

There are two main wireless networks in FareHarbor offices, BK-WIFI and BK-GUEST. This article explains how to connect to each of these networks.

Knowing your networks BK-WIFI and BK-GUEST wireless networks are available and visible for everyone in the company.

• BK- WIFI is the main corporate WiFi network of FareHarbor. When connected to this network you will have access to all company resources and applications without further authentication.
• BK-GUEST is the network that we have made available for guests when they are visiting our offices. It does not give access to the FareHarbor network and its resources.

How to connect to BK-WIFI on macOS computers

1. Select the wireless icon from the top right of your screen.
2. Select BK-WIFI.
3. If you have connected to it in the past, you should be connected automatically. If not, you may need to type your username and password.

BK-GUEST is the FareHarbor WiFi network for guests of Booking.com that would like to use the Internet. As a Booking.com employee it is also possible to connect your own personal devices to this network. This article explains how your guests and yourself can connect to BK-GUEST.

COMPLETE STEPS