Recovering your account
Reset a forgotten password, sign in with multi-factor authentication, and what to do if you are locked out.
Last updated on
Locked out, forgotten your password, or stuck on the two-factor screen? Here is how to get back in.
Reset a forgotten password
Request a reset email
On the login page, choose the forgotten-password option, enter your email address, and send the reset link. You will see a confirmation that instructions are on their way.
Enter the reset code
Open the email and enter the 6-digit reset code on the reset screen. After the code is verified, you are taken to set a new password.
Set a new password
Enter your new password and confirm it. Once it is saved you are signed out for safety and returned to the login page to sign in with the new password.
The reset code is six digits and goes to your account email. If it does not arrive, check your spam folder and request a new link from the same screen.
Sign in with multi-factor authentication
If you turned on multi-factor authentication, every sign-in asks for a code after your password.
Enter your password
Sign in with your email and password as usual.
Enter the 6-digit code
On the Two-Factor Authentication screen, enter the current 6-digit code from your authenticator app, then verify. You are taken straight to the chat once the code is accepted.
If you are locked out
Lost your authenticator app, or can't get back in another way? On the two-factor screen, the "Lost access to your authenticator?" link explains that, for security reasons, resetting MFA requires identity verification.
Email us directly at support@elegantinsights.co.uk and the team will verify your identity and help you regain access.