Account Recovery (Notary)

This page covers regaining access to your notary account when you have forgotten your password or lost your 2FA device.

---

Forgot your password

1. Go to www.notariseit.com/login and click Forgot password?.
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 spam if it does not appear.
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 and sign in with your new password. The 2FA step follows as normal.

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 start again from Forgot password. Only the most recent code works.

---

Lost access to your 2FA device

Because 2FA is mandatory for notary accounts, losing your authenticator device locks you out of the platform — including any upcoming sessions. Act quickly.

Option 1 — Use a backup code

When you enrolled your authenticator, the platform showed you 8 one-time backup codes. If you saved them:

1. On the 2FA login screen, click Use a backup code.
2. Enter one of your saved codes — you are logged in immediately.
3. Go to Account → Security → Two-Factor Authentication → Remove and re-enrol with your new device.

Used codes are invalidated instantly

Each backup code works only once. After recovering access, regenerate a fresh set from Account → Security → Two-Factor Authentication → Regenerate Backup Codes.

Option 2 — Account recovery request (no backup codes)

If you have no backup codes, submit an identity-verified recovery request:

1. On the login page, reset your password first (so you can reach the 2FA screen).
2. On the 2FA screen, click I've lost my 2FA device.
3. Complete the Account Recovery form:
   • Upload a photo of your government-issued ID (NIN slip, national ID card, driver's licence, or passport)
   • Take a live selfie via your device camera
   • Briefly explain why your authenticator is no longer accessible
4. Submit — you 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 to log in and re-enrol your authenticator.

Active sessions during a lockout

If you have sessions scheduled while your account is locked, contact your clients directly to inform them you are temporarily unable to join. Missed sessions are recorded as no-shows and affect your profile — open a support ticket explaining the lockout and our team can reverse the no-show record once your account is restored.

Prevent future lockouts

• Enrol your authenticator on two devices at setup time by scanning the same QR code twice.
• Store your backup codes in a password manager (not on the same phone as your authenticator).