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Recover your user account

Available for the following HR plans: Free, Standard, Premium, Platinum
Available for the following User Access levels: Employee    , Manager    , Admin    

You can use the Account Recover feature to restore your account access, even if you have lost 2FA access. Please keep in mind though, you will need some form of photo ID, for example, a passport or driver's licence to use this feature.

If you need to reset your account password, see this article.

Important

Only the user themselves can reset their own password. The password reset itself cannot be completed on behalf of the employee, even by an admin.

Interactive learning

Interactive demo: Reset your 2FA

Written steps

Reset 2FA to recover your account
  1. Enter your username and password, then click the Log In button.
    Re 1.jpg
  2. Click the Request to Reset button.
    Re 2.jpg

    Helpful Hint

    You will then see a confirmation screen that we have sent a request to reset email.

    Re 3.jpg
  3. Open the email and click the Reset 2-Factor Authentication button.
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  4. Click the Start Verifying button. Re 6.jpg
  5. Select your documentation type and click the Next button.
    Re 7.jpg
  6. Upload the required documents. You may need to upload a front and back side, depending on the document.
  7. To take a photo via your phone, click the Click Here button. RE 8.jpg
  8. Scan the QR code with your mobile phone if you want to continue on your phone.
    GE 12.jpg
  9. Click the Next button.
    RE 8.jpg
  10. Click the Take Photo button.
  11. Grant access to your camera so we can take your photo.
    Re 9.jpg
  12. Click the Take Photo button.
    Ge 9.jpg
  13. Click the Submit button.
    Re 10.jpg
  14. You have now submitted your account recovery request. You will receive a confirmation email, and will hear back from us shortly. 
    Screenshot of account recovery request submission screen

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