Lost access to your Zenovay account? This guide covers all recovery options, from simple password resets to recovering from lost MFA devices.
Recovery Scenarios
Choose your situation:
| Problem | Solution |
|---|---|
| Forgot password | Password reset |
| Lost MFA device | Backup codes |
| Lost backup codes | Account recovery process |
| Lost everything | Identity verification |
| Account locked | Wait or reset password |
| Compromised account | Secure and recover |
Forgot Password
The most common recovery scenario:
Go to Login Page
Visit app.zenovay.com/login.
Click Forgot Password
Click "Forgot password?" below the login form.
Enter Your Email
Enter the email address associated with your account.
Check Your Email
Look for a password reset email from noreply@zenovay.com.
Create New Password
Click the link and set a new password.
Log In
Use your new password. MFA will still be required if enabled.
Password reset links expire after 1 hour. Request a new one if yours expires.
Lost MFA Device
If you can't access your authenticator app or security key:
Option 1: Use Backup Codes
Start Normal Login
Enter your email and password.
Select Backup Code Option
When prompted for MFA, click "Use a backup code".
Enter a Backup Code
Enter one of your saved backup codes.
Set Up New MFA
Once logged in, disable old MFA and set up a new method.
Option 2: Alternative MFA Method
If you have multiple MFA methods:
- Click "Try another method" on the MFA screen
- Select security key or authenticator app (if configured)
- Complete verification with the alternative method
Lost Backup Codes and MFA Device
If you've lost both your MFA device and backup codes:
Gather Identity Proof
Prepare documents that prove you own the account:
- Email receipt from original signup
- Recent Zenovay emails
- Payment receipts (if paid plan)
- Website you were tracking
- Team information
Contact Support
Email support@zenovay.com with subject "Account Recovery Request".
Provide Information
Include in your email:
- Account email address
- Approximate signup date
- Websites tracked
- Plan type (Free/Pro/Scale)
- Any identifying information
Verification Process
Support will verify your identity through:
- Email ownership verification
- Knowledge of account details
- Payment verification (if applicable)
Access Restored
If verified, MFA will be reset and you can log in.
Account recovery can take 1-3 business days. Keep backup codes secure to avoid this!
Account Locked
Temporary Lockout
After multiple failed login attempts:
- 5 failed attempts: 5-minute lockout
- 10 failed attempts: 15-minute lockout
- 20 failed attempts: Account suspended
Unlocking
For temporary lockouts:
- Wait for the lockout period to end
- Use password reset if you're unsure of credentials
- Contact support if locked for an extended period
Permanent Suspension
If your account is suspended:
- Check email for notification explaining why
- Contact support to resolve the issue
- Provide requested information
Compromised Account
If you believe your account was hacked:
Reset Password Immediately
Use password reset even if you can still log in.
Sign Out All Sessions
Go to Settings → Security → Sign Out All Sessions.
Reset MFA
Disable and re-enable MFA with a fresh setup.
Regenerate Backup Codes
Create new backup codes and store them securely.
Review Account Activity
Check login history and settings for unauthorized changes.
Revoke API Keys
If you have API keys, regenerate them.
Contact Support
Report the compromise for additional investigation.
Social Login Recovery
Google Login Issues
If you can't log in with Google:
- Ensure you're using the correct Google account
- Check if Google account is accessible
- Try Google account recovery at accounts.google.com
- If Google account lost, contact Zenovay support
GitHub Login Issues
If you can't log in with GitHub:
- Verify you're using the correct GitHub account
- Check GitHub account access
- Try GitHub account recovery
- Contact Zenovay support if GitHub account is lost
Switching Login Methods
You can add a password to your social-login account:
- Log in with your social account
- Go to Settings → Account
- Click Set Password
- Now you have both login options
Recovery for Team Members
If you're locked out of a team account:
- Contact your team owner or admin
- They can remove and re-invite you
- Or contact support with team admin authorization
Recovery for Team Owners
If you're the team owner and locked out:
- Follow standard recovery procedures
- Provide additional verification as the account owner
- If recovery fails, designated admins may be able to help
Preventing Future Lockouts
Enable Multiple MFA Methods
- Set up both authenticator app and security key
- Multiple methods provide redundancy if one is lost
Store Backup Codes Properly
- Save in password manager
- Print and store in safe
- Keep multiple secure copies
Keep Recovery Info Updated
- Ensure email address is current
- Link social accounts as backup
Regular Account Maintenance
- Log in periodically
- Update security settings
- Test backup codes annually
Recovery Timeline
| Scenario | Typical Time |
|---|---|
| Password reset | Immediate |
| Backup code | Immediate |
| Support recovery | 1-3 business days |
| Complex cases | Up to 1 week |
Enterprise Recovery
Enterprise PlanEnterprise accounts have additional options:
- Admin recovery: Organization admins can reset user MFA
- SSO recovery: Use your company's identity provider
- Dedicated support: Priority recovery assistance
- Account manager: Direct contact for urgent issues
Contact Support
For recovery assistance:
- Email: support@zenovay.com
- Subject: "Account Recovery - [Your Email]"
- Include: As much identifying information as possible
Zenovay will never ask for your password. We only verify identity through account information.
Next Steps
After recovering access: