Recovering access to your account
Losing access to your own account — a lost password, a departed colleague, a dead second factor — is stressful precisely because the account controls everything. Here is how recovery works, and how we balance helping you against keeping impostors out.
The account is the keys to everything, which cuts both ways: we want to get you back in quickly, and we must make sure the person asking is actually you. A recovery process that is too easy is just a way for someone to steal your account by asking nicely.
We will verify you properly
Recovering access means proving you are the account holder — through the identity and contact details we have on file from signup. This is deliberately strict; the same checks that feel like friction here are what stop someone else performing this exact process against your account. See identity checks and keeping your account secure.
Why we cannot just reset it on a call
“I am locked out, please reset it” is also exactly what an attacker says. If we handed over access on a convincing-sounding request, the account would not be secure at all. The strictness is the security — it protects you far more often than it inconveniences you.
Plan for lost two-factor
The most common lockout is a lost second factor — a wiped phone, a gone authenticator. When you set up two-factor, save the recovery codes somewhere separate and safe; they are the fast way back in. See two-factor for the same lesson on servers.
Keep contacts current
Much recovery pain comes from stale details — the recovery email of someone who left, a dead phone number. Keep your authorised contacts up to date, and have more than one, so one person leaving does not lock out the company.
When someone leaves
If the person who held the account has gone, recovery becomes a question of proving the organisation’s claim to it — which is far smoother when authorised contacts were kept current beforehand. Tell us as part of offboarding rather than discovering it months later. See who may act on your account.
Reach us
Start a recovery through support — an engineer will walk you through the verification. The sooner you start, the sooner you are back in.
Still stuck? Mail support@novogara.com — an engineer answers, at any hour. Back to the knowledge base