Cant reset password or log in


#1

Tried assistance via support but the trail has gone dry.

New phone, telling me the access code is wrong. What do i do?


#2

Hi there @will_wonka,

Thanks for getting in touch with us and apologies for any difficulties.

For security, when using a wholly new device Members have to pass through Account Recovery to restore access.
You can read more about this via a separate Community article here.

When you have reinstalled the app it should not be prompting you for a security code until you have followed the above process.
As such, it seems like your device may have attempted to backup data from the cloud. Unfortunately, this interferes with the Account Recovery stage and so you will need to perform a clean install carefully avoiding any option to restore data from the cloud.

If you have further queries please do reach-out to us in-app (the chat functionality should still be available to you even if you cannot yet login).

I hope this helps.

Kindest regards,
Rob