When a user loses his Second Factors (2FA), he can no longer log into his TrustID account. This happens if the user has deleted the TrustID app or has no longer access to his mobile phone with the installed TrustID app because the mobile phone was lost, stolen or sold. In the past, a user had to contact the support directly to gain back access to his account, causing negative experience for the user as well as additional work for the support team.
With the launch of the new “Account Self-Recovery” feature, the user no longer needs the help of the support team to regain access to his account!
Users can now recover their TrustID accounts all by themselves!
Please note that all the Second Factors of the users are removed in the process. This measure is implemented to ensure the security of his account.
For your convenience, detailed instructions for this process are available for download below.
If you are an existing customer we will ask you to upgrade to this new TrustID Onboarding Process firstly. Please read this news.
Once you are using the new TrustID onboarding experience, you can reach out to us to discuss if/when you want us to activate this new Account Self-Recovery feature.
If you are a new customer and the Second Factor feature is compatible with your account setup, we will ask you to enable it during the initial configuration process.