How do I get back in without my authenticator or recovery codes?

Account recovery is for when you cannot sign in: no authenticator and no recovery codes, or your account is locked. If you can still read your e-mail and have your authenticator, Forgotten? on the sign-in page is quicker.

Before you need it: the security checklist

Open Your account → Profile and sign-in and find Security checklist. It tracks four things:

• Two-step sign-in is on
• Recovery codes saved
• A recovery e-mail address: a second address, not the one you sign in with.
• A recovery mobile number: shown when SEOmise sends text messages.

To add a recovery address or number, press Add, enter it with your password, press Send a code, and type the code we send. Changing or removing one also needs your password. A new one only replaces the old one once its code is entered, and we e-mail you whenever these details change.

Recover your account

1. Press Recover my account on the lock notice, or the recover link on the two-step page or the password reset page.
2. Enter the e-mail address or username you sign in with and press Continue.
3. Answer the questions you can, and leave the rest. They are picked from: when you last signed in, a website you manage in SEOmise, the last 4 digits of your workspace's card, the e-mail you sign in with, and a phone number on your account. Ask me different questions gives you another set.
4. If you added a recovery e-mail or mobile, press Send a code to my recovery e-mail (or Text a code to my recovery mobile) and enter the code.
5. Press Send my answers.

We never say which answers matched, and answers alone never hand over an account.

What happens next

• You proved a recovery address and enough answers matched: a link arrives at that recovery address. For your safety it only works after a waiting period (24 hours by default), and every address on the account is told, with a link to stop it.
• Anything less certain: our support team reviews the request and contacts you at the account's e-mail address before anything changes.

When you finish with the link, you choose a new password. Two-step sign-in is switched off so you can set it up again, and every device is signed out.

It wasn't you?

When someone sends a recovery request, the account's addresses get an e-mail about it. Open its link and press This wasn't me: stop it. Nothing changes on your account, and recovery pauses for a while. Then change your password and turn on two-step sign-in. A waiting recovery is also cancelled when you sign in normally or change your password.

Too many tries pause recovery for the account. Try again later, or contact support.