HelpGetting startedI lost my sign-in email and my recovery codes
I lost my sign-in email and my recovery codes
If you can't open your sign-in email and you have no recovery code left, you can't get back in by yourself — so turnda does it for you, by hand, after checking you really are the owner. It is slower than recovery codes, and it needs the card your business pays with.
Is this the right page?
| Your situation | What to do |
|---|---|
| You can still open your sign-in email. | Nothing needs restoring — sign in with it. |
| You can't open your sign-in email, but you still have one recovery code. | Use Recover your account yourself. It needs nobody and is faster. |
| You can't open your sign-in email and every recovery code is lost or used. | This page. Keep reading. |
| You are a manager or staff member who is locked out. | This page is for owners only. Ask your owner to invite you again from the Team page. |
How to ask
- Write to us from the Contact us page on the turnda website. Use the new email address you want to sign in with from now on — one you can open today. You can't use the Help button inside turnda, because you can't sign in. Do not write from the lost address.
- Say the name of your business, and that you are the owner and have lost both your sign-in email and your recovery codes. Nobody will ask you to prove anything by email — the email is the thing you lost.
- We reply and check who you are, as set out below. The person who answers is the founder, not a robot, so it can take a little while. Do not send card numbers or any other secret in writing. We only ever ask for the last four digits and the expiry.
- When every check matches, we move your sign-in to the new address, and you sign in with it. Your business, team, locations, lines, visitors and billing stay exactly as they were.
How we check it's you
| What you tell us | How we check it |
|---|---|
| The last four digits and the expiry (month and year) of the card your business pays with. | Our payment provider tells us which cards are on file, and the check fails unless one matches. This is the check that a stranger who has only read your public pages cannot pass. |
| Your business name. | Compared with the name on the account. |
| Your organisation codeThe short code for your business (up to 4 letters). It appears in your join links and posters, and you need it to recover access. — the short code at the start of every team username. | Compared with the code on the account. |
| One recent detail — the name of one of your locations, or the line and day of your most recent visitor. | Compared with what the account holds. |
All four must match, and a business with no card on file cannot be restored this way. The card is the one proof that cannot be guessed. A trial that never added a card has nothing to check, so we have to refuse, and the way forward is to create a new account. Example: a shop that signed up for the free trial, never added a card, and lost its inbox. This is the founder's decision of 4 October 2026 — it is a safety rule, not a limit on how helpful we want to be.
What changes when we do it
| What changes | What it means for you |
|---|---|
| Your sign-in email becomes the new address. | From then on the old address opens nothing. The new one does. |
| Every recovery code is cancelled, used or not. | A code in an old drawer, or in the hands of the wrong person, can't move your sign-in back. You make a new set once you are in — Profile → Generate new codes. |
| Every device you were signed in on is signed out, and any username-and-PIN sign-in you had is ended. | Example: a counter tablet that was signed in as you stops working. Owners sign in by email, so nothing you actually use is lost. |
| Any PIN setup or reset code for you is cancelled and your PIN is cleared. | Someone holding the old inbox could otherwise ask for a PIN reset code and use it after the move. |
| Every other person with owner access is asked about — keep or remove. | We read each name to you. We start from remove, because someone added at the lost inbox would otherwise keep the business. A person removed by mistake is one click to bring back on your Team page. |
| A hand-over of the business that was waiting for a manager's answer is cancelled. | If you really want to hand the business over, ask again once you are back in. |
| Your backup email stays. | It is not a way to sign in — it is where security notices go. You can change it on your profile. |
| Nothing else. | Billing, team, locations, lines and data are untouched. |
Who is told, and what is kept
| Goes to | What it says | |
|---|---|---|
| “Your sign-in email was changed by turnda support” | The old sign-in address and the backup address. | When it was done, which business, the new address with most of it hidden, that it was done after an identity check, that old devices are signed out and old codes stopped working — and that if this was not you, you should reply or write to us at once. |
| “You can sign in to (your business) again” | The new address. | How to sign in, and to make a new set of recovery codes. |
Both emails come in the business's own language, and neither contains a code, a link that signs anybody in, or a card digit. The business's Activity log records that turnda support moved the owner sign-in, and one line for each other owner removed, so you can see it too.
After you are back in
- Sign in with the new address. Then make a new set of recovery codesOne-time codes shown once when you create your account. They're the only way back in if you lose access to your sign-in email. on your profile with Generate new codes and keep them somewhere safe — turnda can show them only once.
- Open the Team page and check that everyone on it is somebody you know, especially anyone with owner access.
- Change your backup email if you want a different one.
Why it works this way A way in that skips the recovery codes is also a way in for a stranger who claims to be you. That is why it goes through a person, why it needs the card, and why you are told on both addresses. Keep your recovery codes somewhere you will find them — they are the fast way.
Related: Recover your account · Sign in · Your profile