# Recovering your account if you lose your 2FA credentials

**When you need this guide**

Use this guide if:

* You've lost the device with your authenticator app
* You no longer have access to the email address used for email-based 2FA
* You believe your account has been compromised (an unexpected password change, unrecognized sign-ins, or 2FA was enabled without your action)

**How to request recovery**

Email [**support@dataimpulse.com**](mailto:support@dataimpulse.com) from the email address associated with your account, using the subject line *Account recovery - 2FA reset*.

{% hint style="info" %}
For security, we will temporarily suspend your account access during verification. This protects your data and balance from any further unauthorized activity.
{% endhint %}

To help us verify your identity, please include:

* The email address on your account
* The last 4 digits of the card used for your most recent payment
* The IP address from which you typically sign in

{% hint style="warning" %}
If you can't provide this information, we won't be able to verify that the account belongs to you and won't be able to restore access.
{% endhint %}

**What happens after verification**

Once we've confirmed your identity, our team will:

1. Reset the password on your account
2. Disable 2FA so you can sign in again
3. End all active sessions across devices

After signing in, you'll need to set up 2FA again - this is mandatory to keep using your account. We strongly recommend an authenticator app (TOTP) over email-based codes, as it's more resilient if your inbox is ever compromised.

**How long it takes**

Most recovery requests are reviewed within one business day (excluding weekends and public holidays, as each case is reviewed individually). Cases involving suspected account compromise may take longer while we investigate.

{% hint style="warning" %}
DataImpulse support will never ask for your password, full payment card number, or 2FA codes. If anyone asks for these - even someone claiming to be from DataImpulse - it's a phishing attempt. Forward suspicious messages to <support@dataimpulse.com>.
{% endhint %}


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