diff --git a/pages/account/how-to/recover-a-lost-password.mdx b/pages/account/how-to/recover-a-lost-password.mdx index 56d7c527b3..1dc60d098e 100644 --- a/pages/account/how-to/recover-a-lost-password.mdx +++ b/pages/account/how-to/recover-a-lost-password.mdx @@ -1,5 +1,5 @@ --- -title: How to recover a lost password +title: Recover a lost password description: Recover a lost password for your Scaleway account. tags: account password recovery login dates: @@ -27,7 +27,7 @@ A code is sent to your email. You can enter the code in the console to authentic If you are the Owner of a Scaleway Organization and forget or lose your password, you can request a reset. -1. Access the [Scaleway console login page](https://account.scaleway.com/), then click **Log in with password**. +1. On the [Scaleway console login page](https://account.scaleway.com/), click **Log in with password**. 2. Click **Forgot your password?**, or access the [lost password](https://console.scaleway.com/forgot-password/) page. 3. Enter your email address and click **Send reset link**. A password reset link is sent to your email address. 4. Click the recovery link in the email you received from Scaleway. @@ -38,21 +38,49 @@ If you are the Owner of a Scaleway Organization and forget or lose your password If you are an [IAM Member](/iam/concepts/#member) and have lost your password, you must contact the Organization Owner or an IAM admin for assistance. -## Recover your password if you lost access to your email account +## Recover your password if you lost access to your email account or your MFA device -If you lose access to your email account, you will not be able to reset the password directly from the Scaleway console. Instead, write to our Trust and Safety team with the following information: +If you lose access to your email account or your multifactor authenticator (MFA) device linked to your Scaleway account, use the account recovery form to request access. Scaleway Support reviews your request and the identity documents you provide to confirm that you are the account owner, before restoring your access. -- Your current and new email addresses -- The telephone number registered on your account -- If you have an individual account, your passport or local ID card -- If you have a corporate account, the certificate of incorporation and a copy of the last Scaleway invoice you received +### Submit your account recovery request -Once you have gathered all the required documents, send the request by email to: `document@scaleway.com`. - -We will update the email address on receipt of the application, subject to validation. +1. On the [Scaleway console login page](https://account.scaleway.com/), click **Lost email?**. The account recovery form appears. +2. Select an issue type from the **Issue Type** dropdown: + - **Lost email access** if you can still access your 2FA device. + - **Lost 2FA device** if you can still access your email account. + - **Lost email access and 2FA device** if you cannot access either of the two. +3. Select the relevant app from the **App** dropdown. +4. Select your account type from the **Account Type** dropdown: **Personal** or **Corporate**. +5. Click **Next**. The Documents step opens. +6. Enter your organization number, if you have one. +7. Enter your current email address in the **Current email address** field. +8. Enter the new email address you want to use in the **New email address** field. +9. Upload your supporting documents. Required documents depend on the account type you selected in step 4. Refer to [Supporting documents](#supporting-documents) below for details. +10. Enter any additional details that may help Scaleway Support verify your request in the **Additional details** field. +11. Check the **I am human** box to complete the captcha verification. +12. Click **Send**. Scaleway Support receives your request and reviews the information and documents you provided. Once your email address has been updated, you can use the [lost password form](https://console.scaleway.com/forgot-password) to receive the recovery codes for your account. + + If you do not have the required documents or information, send your request by email to: `document@scaleway.com`. Give as many details as you can about your Organization such as the name, the phone number, and the address. + + +### Supporting documents + +Scaleway asks for supporting documents to confirm that you are the legitimate owner of the account before restoring access. Scaleway deletes all uploaded documents once the recovery request is processed. + +The documents required depend on the account type selected on the form: + +| Account type | Required documents | +|---|---| +| Personal | An identity document (ID card, passport, or equivalent), and a bill showing your name (for example, an electricity, phone, or internet bill) | +| Corporate (or other organization) | A business certificate (if it is not in English or French, provide a translation - the translation does not need to be certified), and a bill showing your business name (any bill is accepted) | + + + Upload your identity document and bill as an image or PDF file. Other file formats are not accepted. + + ## Password security guidelines Besides the usual guidelines you should follow to create a complex password (must contain UPPERCASE and lowercase letters, symbols (`@`, `$`, `&`, …), and numbers), some basic rules exist to keep your password and your account safe: diff --git a/pages/account/troubleshooting/cannot-log-into-my-account.mdx b/pages/account/troubleshooting/cannot-log-into-my-account.mdx index 33d978f5fe..a95b8d680e 100644 --- a/pages/account/troubleshooting/cannot-log-into-my-account.mdx +++ b/pages/account/troubleshooting/cannot-log-into-my-account.mdx @@ -46,15 +46,14 @@ Enter one of your **backup codes** instead of a code generated by your MFA devic If you lose both your TOTP MFA app and backup codes, and do not have a passkey set up, the only way to regain access to your account is through a manual identity verification. -To do so, make a request to our Trust and Safety team. You must make your request from the e-mail address registered on your account. In your email, provide the following information: +To do so, fill in the [account recovery form](https://account.scaleway.com/lost-access) and select **Lost 2FA device** as the issue type. Provide the following information: -- The telephone number registered on your account -- If you have an individual account, your passport or local ID card -- If you have a corporate account, the certificate of incorporation and a copy of the last Scaleway invoice you received +- The organization number registered on your account, if you have one +- If you have a personal account, an identity document (ID card, passport, or equivalent) and a bill showing your name +- If you have a corporate account, a business certificate (if it is not in English or French, provide a translation - the translation does not need to be certified) and a bill showing your business name +Scaleway deletes all uploaded documents once the recovery request is processed. Refer to [Recover access to your account](/account/how-to/recover-account-access/) for details on the form and the accepted file formats. -Submit the complete set of required documents via email to `document@scaleway.com`. - -After analyzing your documents, our team will deactivate your two-factor authentication (MFA). +After Scaleway Support reviews your documents, they deactivate two-factor authentication (MFA) on your account. ## SSO authentication is not working