Ask for help recovering account access

If you cannot use your authenticator or backup codes, you can ask for help without signing in. Use an email inbox you can still open so the team can reply.

Check your remaining sign-in options

If you only forgot your password and still have your account email, start with password reset. If you have an unused backup code, use it to sign in and review your security settings.

Resetting a password does not turn off two-factor authentication. Buying a product with another email address does not restore access to the original account.

Send a recovery request

1. Choose Get help signing in from the sign-in verification step, No backup codes left? from the backup-code window, or open Account Recovery.
2. Enter Your name.
3. In Email we can reply to, use an address you can access now.
4. Under What happened?, identify the account you need help with and explain what you can no longer access. Include the original account email if it differs from your reply address.
5. Complete the check shown on the form and select Send recovery request.

Wait for Your message is with our team. If the form shows an error instead, correct it before assuming the request was sent.

After you send it

The team replies to your contact address with next steps. A separate ownership check is needed before account security can change. Sending the form does not disable protection or guarantee access will be restored.

Never send passwords, authenticator codes, backup codes, or full payment details in your message. If the account is restricted rather than inaccessible, read Ask for a review of an account restriction.