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Lost access to the email you sign in with

Open this in Talisk HQ

If you can no longer open the email inbox you signed up with, and you cannot sign in (you forgot your password, or lost your authenticator app), you can ask to move your account to a new address. A person at TALISK_HQ checks who you are first, because moving an account is exactly what someone trying to take it over would ask for.

Ask for the move

  1. On the sign-in screen choose Forgot your password?, then Move your account to a new address.
  2. Enter the address you signed up with and the new address you want to use. Tick I've also lost my authenticator app only if that is true.
  3. Choose Continue. TALISK_HQ shows you a number. Hold up that many fingers.
  4. Add a photo of your government ID and a selfie holding up the number, then choose Send for review.

TALISK_HQ shows the same "we have your request" screen whatever address you typed, so the page never reveals whether an account exists.

What happens next

  • The inbox you signed up with gets an email saying someone asked to move the account, with a This wasn't me button.
  • A person reviews your photos. If they approve, the new address gets an email with a link, and the old inbox gets a second warning.
  • For your security the link starts working 48 hours after approval. Open it then, set a new password, and choose Move my account. Every device that was signed in is signed out, and you sign in with the new address and the new password.
  • Your authenticator app stays on your account unless you said you had lost it.

The account can only move to the address you typed in your request. If you made a mistake in it, the request is refused and you can send a new one.

If you did not ask for this

Open the email that says someone asked to move your account and choose This wasn't me, then This wasn't me, stop it. Opening the link alone changes nothing; the button is what stops the move. It works until the move has happened. If the move already happened, email mark@taliskhq.com straight away.

Good to know: This is for when you cannot open the inbox you signed up with AND cannot sign in. If you can still sign in, change your address yourself in Settings: Talisk emails a link to the new address, and that link stops working if your password is changed or you sign out everywhere before you open it. A person at Talisk checks your photo ID before anything changes, the account moves only to the address you typed in your request, and the move cannot happen until 48 hours after approval. Administrator and partner accounts cannot be recovered this way; for those, contact Talisk directly.

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