If You Can't Sign In

Start with a password reset

On the sign-in page, choose Forgot your password? and enter the address on your account. We email a 6-digit code; you enter it along with a new password.

If it doesn't turn up within a few minutes:

• Check spam and junk. This is the answer most of the time.
• Check you typed the right address. The reset form deliberately says the same thing whether or not an account exists, so a typo looks identical to a missing email.
• Search your mail for the sender rather than the subject line — filters sometimes file it somewhere unexpected rather than deleting it.

If you have two-factor authentication on, resetting your password does not turn it off. You'll still be asked for a code from your authenticator app afterwards.

When the address itself no longer works

Sometimes the mail isn't lost — the mailbox is simply gone. The common versions of this are all ordinary:

• You signed up with a work address and you've since left that job.
• The domain was retired, or the provider closed the account.
• You mistyped the address when you signed up, and confirmed using a code that arrived at the typo.

There is no self-service route out of this, and that's deliberate. A form that let anyone move an account to a new email address would be a way to take over accounts, not a way to recover them.

What there is instead is a manual path: contact us from any address you can reach, tell us the address that's on the account, and say what changed.

What we'll ask you for

Before changing the address on an account, we have to be reasonably sure you're its owner. Expect to be asked for things that are easy for the real owner to produce and hard for anyone else — details about the account that aren't visible from the outside, and evidence connecting you to the original address.

We deliberately don't publish the exact checklist. Writing down precisely what unlocks an account is writing the script for talking us out of one.

Two things to set expectations:

• It isn't instant. A person reads it. If the first answers don't settle it, we'll ask for more rather than guess.
• We may not be able to help. If we can't establish ownership to a reasonable standard, we won't move the account — including when the request is genuine. That's the trade for the same rule protecting your account from someone else.

We will never ask for your password, and we can't read it. Nobody at Qordway can tell you what your password is, because it isn't stored in a form anyone can reverse.

If you've lost your 2FA device too

An admin can clear two-factor enrollment on your account, after which you sign in with your password alone and can enrol a new device. See Two-Factor Authentication for the detail.

If you've lost both your authenticator and access to your email, say so in your first message. It's the hardest case to verify and the one most worth starting early.

Avoiding all of this

The cheapest fix is upstream, and it takes a minute:

• Use an address you'll keep. A personal address outlasts a job. This is the single biggest thing you can do.
• Keep it current. You can change the address on your account yourself, while you can still receive mail at the old one — see Your Profile & Password. Doing it before you lose access is minutes; doing it after is a support case that might not succeed.
• Choose an authenticator that syncs. One that keeps codes on a single device means a lost phone is a lost account.

Your saved codes are stored as data rather than images, so nothing about them expires or degrades while an account is locked. Recovering access recovers your library intact.