Keywords: username, login, username change, account security, DentalOS, duplicate username, login name, new username, user, login
Summary
This article explains an upcoming username change that will affect a small number of Cloud 9 users whose username is shared by another user on the platform. It covers what to expect, how the countdown works, and what to do if you need help.
Overview
As part of ongoing updates to account security and identity settings across the platform, we have identified a small number of Cloud 9 usernames that are shared by more than one organization. To ensure every user has a unique login, affected employees will be given a new username automatically, with advance notice before the change takes effect.
If your username is not affected, you will not see any notices and no action is needed on your end.
What to Expect
The username change happens gradually over your next few logins so you always know it is coming. Here is how it works:
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Logins 1 and 2:
Each time you log in you will see a countdown notice showing your new username and how many logins remain before the change takes effect. For example: “In 2 more logins your username will change to sergio.oporto_mendi.” Your existing username still works during this window.
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Login 3:
A final warning will appear letting you know the change takes effect on your very next login. For example: “Next time you log in your new username will be sergio.oporto_mendi.”
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Login 4 and beyond:
Your old username will no longer work. Cloud 9 will confirm the change on screen and you will log in with your new username going forward. Your password does not change.
What Your New Username Will Look Like
Your new username will be your existing username with your practice’s domain name added to the end. For example, if your username was sergio.oporto and your practice's Cloud 9 URL is https://mendi.cloud9ortho.com, your new username will be sergio.oporto_mendi.
What You Need to Do
When you see the countdown notice appear at login, make note of your new username. That is the only action required. Everything else happens automatically.
- Your password stays exactly the same.
- No settings need to be changed.
- Nothing needs to be installed.
Once the new username is in place, it is locked from being edited within Cloud 9. If your practice has DentalOS, a practice admin can edit the username in DentalOS. To learn more about DentalOS click: here.
Frequently Asked Questions
Does this affect everyone?
No. Only employees whose username was identified as duplicating another user’s username on the platform will see these notices. If you have not received a countdown notice after the November 2026 release, your username is likely not affected.
Does my password change?
No. Your password stays exactly the same. Only your username is changing.
Can I edit my username after the change?
No. Once the change takes effect the Login Name field will be locked within Cloud 9.
Why is this happening?
This update is part of the groundwork being laid for DentalOS, Planet DDS’s new unified platform. Every user on the platform needs a unique username for the system to work correctly. This change ensures that is in place before it affects your practice’s experience in any way.
As always, if you have any further questions, please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.