Account Recovery Options

Lost access to your Zenovay account? This guide covers all recovery options, from simple password resets to recovering from lost MFA devices.

Recovery Scenarios

Choose your situation:

Problem	Solution
Forgot password	Password reset
Lost MFA device	Backup codes
Lost backup codes	Account recovery process
Lost everything	Identity verification
Account locked	Wait or reset password
Compromised account	Secure and recover

Forgot Password

The most common recovery scenario:

1. 1

   Go to the Sign-In Page

   Visit auth.zenovay.com and enter your email to start signing in.

2. 2

   Click Forgot Password

   On the password screen, click "Forgot your password?".

3. 3

   Enter Your Email

   Confirm the email address associated with your account.

4. 4

   Check Your Email

   Look for a password reset email from [email protected].

5. 5

   Create New Password

   Click the link and set a new password.

6. 6

   Log In

   Use your new password. MFA will still be required if enabled.

Lost MFA Device

If you can't access your authenticator app or security key:

Option 1: Use Backup Codes

1. 1

   Start Normal Login

   Enter your email and password.

2. 2

   Select Backup Code Option

   When prompted for MFA, choose to use a backup code instead.

3. 3

   Enter a Backup Code

   Enter one of your saved backup codes.

4. 4

   Set Up New MFA

   Once logged in, disable old MFA and set up a fresh method.

Option 2: Alternative MFA Method

If you have more than one MFA method configured (for example, an authenticator app and a passkey):

1. On the MFA screen, switch to your other verification method
2. Complete verification with the alternative method

Lost Backup Codes and MFA Device

If you've lost both your MFA device and backup codes:

1. 1

   Gather Identity Proof

   Prepare details that prove you own the account:

   • Email receipt from original signup
   • Recent Zenovay emails
   • Payment receipts (if paid plan)
   • Website you were tracking
   • Team information
2. 2

   Contact Support

   Email [email protected] with subject "Account Recovery Request".

3. 3

   Provide Information

   Include in your email:

   • Account email address
   • Approximate signup date
   • Websites tracked
   • Plan type (Free/Pro/Scale)
   • Any identifying information
4. 4

   Verification Process

   Support will verify your identity through:

   • Email ownership verification
   • Knowledge of account details
   • Payment verification (if applicable)
5. 5

   Access Restored

   If verified, MFA will be reset and you can log in.

Account Locked

Temporary Lockout

After too many failed login attempts, sign-in is temporarily locked for that account. Lockouts get progressively longer if failures continue:

• 10 failed attempts: account temporarily locked
• 1st lockout: 5 minutes
• 2nd lockout: 15 minutes
• 3rd lockout: 30 minutes
• 4th and beyond: 60 minutes

The attempt counter resets after a period of inactivity, so simply waiting for the lockout to end usually restores access.

Unlocking

For temporary lockouts:

1. Wait for the lockout period to end
2. Use password reset if you're unsure of your credentials
3. Contact support if you remain locked out for an extended period

Compromised Account

If you believe your account was accessed by someone else:

1. 1

   Reset Password Immediately

   Use password reset even if you can still log in.

2. 2

   Sign Out Other Sessions

   Go to Settings → Account → Security & access and use Revoke all to end every other active session.

3. 3

   Reset MFA

   On the same Security & access page, disable and re-enable MFA with a fresh setup.

4. 4

   Regenerate Backup Codes

   Generate new backup codes and store them securely.

5. 5

   Review Account Activity

   Check your recent sessions and settings for anything you don't recognize.

6. 6

   Revoke API Keys

   If you have personal API keys (listed on the same Security & access page), revoke and recreate them.

7. 7

   Contact Support

   Report the compromise so the team can investigate further.

Social Login Recovery

Google Login Issues

If you can't log in with Google:

1. Ensure you're using the correct Google account
2. Check if Google account is accessible
3. Try Google account recovery at accounts.google.com
4. If the Google account is lost, contact Zenovay support

GitHub Login Issues

If you can't log in with GitHub:

1. Verify you're using the correct GitHub account
2. Check GitHub account access
3. Try GitHub account recovery
4. Contact Zenovay support if the GitHub account is lost

Adding a Password to a Social-Login Account

If you only sign in with Google or GitHub, you can add a password as a backup login method:

1. Log in with your social account
2. Go to Settings → Account → Security & access
3. Request a password reset email and set a password
4. Now you can sign in with either your password or your linked social account

Recovery for Team Members

If you're locked out of a team account:

1. Contact your team owner or admin
2. They can remove and re-invite you
3. Or contact support with team admin authorization

Recovery for Team Owners

If you're the team owner and locked out:

1. Follow the standard recovery procedures above
2. Provide additional verification as the account owner
3. If recovery fails, contact support directly

Preventing Future Lockouts

Enable Multiple MFA Methods

• Set up both an authenticator app and a passkey or security key
• Multiple methods provide redundancy if one is lost

Store Backup Codes Properly

• Save in a password manager
• Print and store in a safe
• Keep multiple secure copies

Keep Recovery Info Updated

• Ensure your email address is current
• Link a social account as a backup login method

Regular Account Maintenance

• Log in periodically
• Review your security settings
• Test backup codes occasionally

Recovery Timeline

Scenario	Typical Time
Password reset	Immediate
Backup code	Immediate
Support recovery	1-3 business days
Complex cases	Up to 1 week

Enterprise Recovery

Enterprise Plan

Enterprise accounts have additional recovery options:

• SSO recovery: Sign in through your company's identity provider
• Priority support: Faster recovery assistance for urgent issues

If you use single sign-on and your identity provider is unavailable, contact support so the team can help restore access.

Contact Support

For recovery assistance:

• Email: [email protected]
• Subject: "Account Recovery - [Your Email]"
• Include: As much identifying information as possible

Next Steps

After recovering access:

• Set up MFA properly
• Save backup codes securely
• Review security best practices