Account Recovery¶
Use recovery when you cannot complete the normal SigID sign-in flow.
Always start from the app you want to access. The app decides which recovery options are available for your account.
Recovery Steps¶
Walk the user through the six steps in order: return to the app, dashboard, or workspace; start sign-in again from that app; enter the email address used for that app; choose the recovery, password reset, magic link, or alternate method shown on the page; use only the newest email, link, or code they requested; and if no recovery option is available, contact the app or workspace support channel.
The user opens emails, clicks links, and enters codes themselves.
Verify before moving on: the email entered is the one used for that specific app, and the link or code being used is the newest one requested.
If a link is reported expired, request a new one rather than retrying old emails.
- Return to the app, dashboard, or workspace you were trying to open.
- Start sign-in again from that app.
- Enter the email address you use for that app.
- Choose the recovery, password reset, magic link, or alternate method shown on the page.
- Use only the newest email, link, or code that you requested.
- If no recovery option is available, contact the app or workspace support channel.
Common Problems¶
Identify which row fits, then apply it: forgotten password means use password reset from the same sign-in page; an expired magic link means request a new link and use the newest email; wrong email means go back and enter the email used for that app or workspace; a lost passkey device means try another device, browser, password manager, or security key holding a passkey; MFA unavailable means use the recovery option the app shows or contact that app's support channel; a new phone or computer means try the old device first if available, then add a new passkey after recovery.
Verify before moving on: the user can complete a sign-in, not just receive a recovery email.
If none of the rows apply or every option fails, escalate to the app or workspace support channel.
| Problem | What to do |
|---|---|
| Forgotten password | Use password reset from the same sign-in page. |
| Magic link expired | Request a new link and use the newest email. |
| Wrong email | Go back and enter the email used for that app or workspace. |
| Lost passkey device | Try another device, browser, password manager, or security key that has a passkey. |
| MFA unavailable | Use the recovery option shown by the app, or contact that app's support channel. |
| New phone or computer | Try the old device first if you still have it, then add a new passkey after recovery. |
Recovery Safety¶
Recovery links, magic links, and verification codes are sensitive. Do not share them with anyone. If someone asks you to forward a link or code, stop and contact the app or workspace support channel from a trusted place.
After You Regain Access¶
Once the user is signed in again, walk the checklist: add or confirm a passkey, update the password if they still use one, review connected apps, sign out of sessions they do not recognize, and confirm at least one recovery path remains.
Passkey creation and any biometric or PIN steps must be done by the human on their own device.
Verify before finishing: the user has at least one recovery path and no unrecognized sessions remain.
After recovery:
- add or confirm a passkey
- update your password if you still use one
- review connected apps
- sign out of sessions you do not recognize
- make sure you still have at least one recovery path