Recover access by email ("I forgot my access details")

If you forgot your password or lost your factors, you can get a recovery link by email. It works only when your organization allows it for your account and your address is confirmed.

How do I ask for the link?

1. On the sign-in page, fill in «Organization» and «Email».
2. Open «I forgot my access details» and choose «Send recovery link».
3. The answer is always the same, whether or not the account exists. If the address is verified, you receive a link valid for 15 minutes.

What do I do with the link?

1. Open it in the browser. «Recover access» appears with «Choose how you want to recover access. The link can be used only once.»
2. Choose:
   • «Set a new password»: type the new password twice. Every session ends («Password set. All sessions were ended; sign in again.»). Your next sign-in still asks for the second factor.
   • «Sign in to register a new passkey»: opens a 15-minute session to create a replacement passkey.
3. You receive an email saying access was recovered.

If you lost your approver phone, choose the passkey: a new password is not enough, because the lost phone stays your second factor until it is removed.

Why don't I get the email?

• The address is not confirmed. See Confirm your email address.
• Your organization does not allow email recovery for your account (by default, administrators are excluded).
• The email went to spam.
• The service has no email configured: «Email recovery is not available on this service.»

Then use a recovery code or ask support for help.

The link does not work

«The link is invalid, has expired or was already used. Request a new link.» The link lasts 15 minutes and works once, and a new request cancels the previous one.