Account recovery

Account recovery is a crucial process that allows you to regain access to your account in the event of password loss or when changing or losing your device with the authenticator app. In either situation, it's essential to follow the correct steps to ensure a smooth and secure recovery process. This guide will walk you through the step-by-step instructions for both scenarios, providing you with the necessary guidance to regain access to your account swiftly and securely.

1. Password recovery

1. Access Password Recovery Options: To initiate the password recovery process, you have two options:

   • Option 1: Follow the "Forgot your password? No worries, we're here to help!" link located just under the password field on the login page.
   • Option 2: Navigate to the password recovery tab within your account settings.

2. Enter Registered Email: Once you're on the password recovery page, enter the email address associated with your account. This is the email address you used during the account registration process.
   

   

3. Check Your Email: Check your email inbox for a message from our platform. This email will contain a link or instructions guiding you through the password reset process.

4. Follow Instructions: Follow the instructions provided in the email to reset your password securely. This may involve clicking on a link to a password reset page or following specific steps outlined in the email.

5. Create New Password: Once you're on the password reset page, create a new password for your account. Choose a strong and unique password that you'll remember but is difficult for others to guess.

2. New or lost OTP device

If you've recently lost or changed your authenticator device, don't worry – we're here to help. In this guide, we'll walk you through the process of recovering your authenticator device step-by-step, ensuring that you regain access to your account smoothly and securely. Let's get started!

1. Login with Username and Password: Start by logging into your account using your username and password as usual.

2. Access OTP Page: After entering your credentials, you'll be directed to the OTP (One-Time Password) page. Here, select the link that reads "Have you lost or changed your authenticator? We've got you covered!"
   

   

3. Access Device Recovery Page: Clicking on the link will take you to the device recovery page. This is where you can initiate the process of recovering or changing your authenticator device.

4. Enter Recovery Code: On the device recovery page, enter the recovery code that was given to you when you initially set up the authenticator app. This code is essential for verifying your identity and ensuring a secure recovery process.
   

   

5. Confirmation Email: After entering the recovery code, you'll receive a confirmation email from our platform. This email serves as confirmation that the device recovery process has been initiated successfully.

6. Repeat Login and Activation: Once you've received the confirmation email, log in to your account again using your username and password. After logging in, you'll need to repeat the activation process for the authenticator app. This typically involves scanning a new QR code or entering a new secret key provided by the platform.

7. Complete Activation: Follow the prompts to complete the activation process for your new or recovered authenticator device. Once completed, your account will be securely linked to the new device, and you'll be able to generate OTPs for logging in.

3. Lost recovery code

If you've misplaced your recovery code, the only way to recover your account is by reaching out to your system administrator. They will then contact our account recovery support team. Once the necessary information is verified, your account will be reset.

1. Contact System Administrator: If you've lost your recovery code, reach out to your system administrator immediately. They will assist you in initiating the account recovery process.

2. System Administrator Contacts Support: Your system administrator will then contact our account recovery support team on your behalf. They will provide the necessary details and verify your identity to proceed with the recovery process.

3. Account Reset: Once the information is verified, your account will be reset, allowing you to regain access. Any existing Two-Factor Authentication (2FA) settings associated with your account will be removed during this process.

4. Repeat 2FA Activation: After your account is reset, you'll need to repeat the Two-Factor Authentication (2FA) activation process as illustrated earlier in this tutorial. This typically involves setting up 2FA with an authenticator app and linking it to your account.