HelpGetting startedRecover your account
Recover your account
Recovery is your back door for you, not for anyone else. It works with two things only you have — your business's organisation code and one of the recovery codes you saved when you created the account.
When you'd use this
- Use recovery when you can't get to your sign-in email — a changed address, a lost inbox. On the sign-in page tap Locked out? Recover your account. (If you can still open your email, just request a fresh sign-in link instead — that's simpler.)
- When it finishes, the account's owner sign-in becomes the email you signed in with, and you land on your dashboard.
Recovery asks you to sign in first, and that surprises people. Tapping Locked out? Recover your account takes you to the sign-in page, not to a recovery form.
| What the screen says | Why |
|---|---|
| Locked out? Sign in first with any email you can get into — then we'll take you straight back to recovery, where your organisation code and one of your saved recovery codes put you back in. | So the sign-in page tells you what recovery needs before you get there. |
- Any email you can open will do — a personal address, a brand-new one, it does not have to be the address that is on the account. That is the whole point: the address on the account is the one you have lost.
- turnda needs to know it is talking to a real inbox before it will hand an account over, and your recovery code is the proof that the inbox should be yours.
- The moment you are signed in you are taken back to the recovery form by itself — you do not have to go looking for it again.
What you need
| What you type | What it is |
|---|---|
| Organisation code | The short code for your business — up to four letters, the one in your join links and posters. |
| Recovery code | One of your 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.. |
- Tap Recover my account. Each recovery code works once, so cross it off after use.
After you're back
- You're signed straight back in.
- It's a good moment to check your remaining recovery codes are still somewhere safe, and to confirm your sign-in email on your profile is one you can reach.
The emails this sends
Recovery moves who can sign in to your business, so it is never silent — two emails exist for exactly this, and they are the ones to read carefully rather than skim
| When it's sent | What it says | |
|---|---|---|
| "Your sign-in email was changed" | A recovery code is used. | The date and time, and the new owner sign-in address with most of it hidden — enough to recognise your own, not enough to be useful to anyone else. |
| "New recovery codes were created" | A fresh set of recovery codes is generated. | Every code from before has stopped working, so if you kept the old list on paper or in a drawer, throw it away and keep the new one. |
If it was you The first email says plainly that only the new address can sign in as the owner from now on, and that the old one no longer opens the account. If it was you, there is nothing to do.
If either of those arrives and it was not you, act on it straight away. Someone with your organisation code and one of your recovery codes has moved the owner sign-in, which means they can now get in and you cannot.
What to do Each email ends with what to do in that case — do that, do not wait, and do not reply to the message asking whether it is genuine.
"That organisation code or recovery code isn't valid." Recovery needs the organisation code (your business's short code) and a recovery code together — a mismatch or an already-used recovery code is refused. Double-check both, and that you're using a code you haven't spent.