Account Recovery

This page covers two scenarios: forgetting your password and losing access to your two-factor authentication (2FA) device.

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Forgot your password

If you cannot remember your password, use the self-service reset flow — no support ticket needed.

1. Go to www.notariseit.com/login and click Forgot password? below the password field.
2. Enter the email address linked to your account.
3. Click Send reset code — an email with a 6-digit code arrives within a few seconds. Check your spam folder if it does not.
4. On the reset page, enter your email, the 6-digit code, and your new password.
5. Your new password must be at least 12 characters and include an uppercase letter, a lowercase letter, a number and a special character.
6. Click Save — you are redirected to the login page. Sign in with your new password.

Reset codes expire after 5 minutes

There is no link to click — the email carries a code you type in. If it expires, click Request a new code on the reset page, or return to Forgot password and start again. Only the most recent code works; an older one will be rejected.

Social sign-in account?

If you signed up with Google or Facebook and have never set a password, the Forgot password flow lets you create one. It works exactly as above — you are sent the same 6-digit reset code.

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Lost access to your 2FA device

If you have enabled two-factor authentication (2FA) and no longer have access to your authenticator app or phone, you have two self-service recovery options — no support ticket needed.

Option 1 — Use a backup code (fastest)

When you set up 2FA, the platform generated 8 backup codes. Each code can be used once in place of the authenticator code on the 2FA screen.

1. On the 2FA screen at login, click Use a backup code below the code entry field.
2. Enter one of your saved backup codes.
3. You are logged in. Go to Profile Settings → Security Settings → Two-Factor Authentication → Reset 2FA and set up a new authenticator device immediately to avoid being locked out again.

Each backup code works only once

After a code is used it is invalidated. If you run low on unused codes, regenerate them from Profile Settings → Security Settings → Two-Factor Authentication → Regenerate Backup Codes while you still have access.

Option 2 — Reset 2FA via email code (if you're already logged in)

If you still have an active session (or can log in using a backup code), you can reset 2FA directly from your profile without contacting support:

1. Go to Profile Settings → Security Settings → Two-Factor Authentication.
2. Click Reset 2FA.
3. In the modal, click Lost access to your authenticator? Send email code instead.
4. A 6-digit code is sent to your registered email address (valid for 5 minutes).
5. Enter the code and click Confirm Reset — your 2FA is cleared immediately.
6. Re-enrol a new authenticator app from the same security section.

Option 3 — Submit an account recovery request (no access at all)

If you have no backup codes, no active session, and cannot reach the email OTP path, you can request a manual identity verification to regain access.

This process takes time

Account recovery requests are reviewed by our compliance team. Do not use this route if you have an upcoming session — contact the notary directly, or cancel and rebook once you are back in.

How to submit:

1. On the login page, click Forgot password? and reset your password first (so you can reach the 2FA screen).
2. After entering your password, on the 2FA screen click I've lost my 2FA device at the bottom.
3. You will be taken to the Account Recovery page.
4. Complete the identity verification form:
   • Upload a clear photo of your government-issued ID (NIN slip, national ID card, driver's licence, or passport)
   • Take a live selfie using your device camera
   • Briefly explain why you no longer have access to your authenticator
5. Submit the request — you will receive a confirmation email immediately.

What happens next:

• Our compliance team reviews your submission, typically within 1–3 business days.
• If approved, your 2FA is reset and you receive an email prompting you to log in and set up a new authenticator device.
• If the identity check fails (photo quality, mismatch, or incomplete submission), you will receive an email explaining what to resubmit.

Set up 2FA on two devices

To avoid being locked out in future, set up your authenticator on a second device (a tablet or a second phone) and store your backup codes in a password manager or printed in a secure location.