Get back into your account

If you can't sign in, the right steps depend on what you still have. Find your situation below.

You forgot your password

1. On the site, select Sign in, enter your email or mobile, and select Next.
2. Select Forgot password?.
3. Enter the code we send to your email or mobile.
4. Create a new password, or select Skip and sign in with codes for now.

When you set a new password, every other device signs out.

You lost the device with your passkey

Sign in with your password or a code instead, then sign out of the lost device and remove its passkey. If your passkeys sync through a password manager, they may already be waiting on your new device.

You can't get messages at your email or mobile any more

• If you're still signed in somewhere, change your email or mobile from there now, while you still can.
• If you have a password or passkey, sign in with it and change your email or mobile.
• If you can't sign in at all, send us a message. Tell us the email address or mobile number on the account and the sites you use it on.

Why support can't simply move my account to a new address

Anyone can write to us claiming to be you. Moving an account on the strength of a message would hand accounts to whoever tells the most convincing story, which is one of the most common ways accounts get taken over. Your email or mobile, your password and your passkeys are the proof we rely on.

Support can still help: we can turn off an account to protect it, and we can clear a password so the account signs in only with codes to the address on file.

You signed in with your name, date of birth and secret words

That account has no password to reset and no address to send a code to. Only the exact same three things open it. Try typing them again carefully: your name spelled the way you first typed it, your date of birth in the format shown, and every word of your secret words.

Someone else got into your account

Follow the steps to secure your account.