The Orb App uses secure login methods such as passwords, 2FA codes, SMS verification, and backup codes to protect your account.

This article covers all supported recovery methods and explains what to do if you cannot access your account.

Common Sign In Issues

You may encounter one of the following problems when signing in:

• Incorrect or forgotten password.

• Two-factor authentication (2FA) code not working.

• You have lost access to your email, phone, and backup codes.

• SMS verification code not received.

• “Email does not exist / not registered”.

If you're having trouble signing in to the Orb App, this guide will take you through the different recovery steps depending on the issue you're experiencing. 

Incorrect or Forgotten Password

If you know the email associated with your account but can’t log in, you can reset your password by following these steps:

1. Open the Orb App and go to the Log in screen.

2. Tap Forgot password?

3. Enter your email and tap Reset password.

4. Check your inbox (and spam/junk folder) for the reset email.

5. Follow the link to create a new password.

6. Return to the app and sign in using your new password.

If you don’t receive the reset email, wait a few minutes and try again.

Two-Factor Authentication (2FA) Code Issues

If your authenticator app code is not working:

• Make sure you're using the correct account entry within the authenticator app.

• Ensure your phone’s date and time are set to Automatic.

• Try again with a newly generated code.

• If you saved a backup code, you can use it instead (see next section).

Please note that we are unable to bypass 2FA for security reasons. You will need your authenticator or backup code to continue.

Sign In Using a Backup Code

If you previously saved a backup code when setting up your account:

1. On the 2FA screen, tap Use backup code.

2. Enter your backup code and sign in.

After signing in, you should generate a new backup code in your Orb App settings and store it securely.

SMS Verification Code Issues

If you're asked to enter an SMS verification code:

1. Check your phone signal and make sure the number is correct.

2. Tap Resend code.

3. If the SMS arrives but does not work, enter it manually rather than pasting it.

4. If no SMS arrives, restart your device and try again.

If the issue continues, you may contact our Support team as further troubleshooting may be needed. 

Email Does Not Exist / Not Registered

If you see a "Email does not exist / Email is not registered" message, try the following:

1. Double-check the email address for errors.

2. Try any alternative email accounts you may have used.

3. Check if you fully completed account creation earlier.

If the system still does not recognise your email, contact our Support team for assistance.

Full Lockout: No Email, No Phone, No Backup Code

If you have lost access to all of the following:

• Your email

• Your phone/SMS

• Your authenticator app

• Your backup code

Then account recovery may not be possible. For security reasons, the Support team cannot bypass sign in protections. 

Tips to Avoid Future Lockouts

• Store your backup code somewhere safe.

• Make sure your authenticator app is backed up (if supported by your provider).

• Keep your email and phone number up to date.

• If you need further help, you can contact our Support team and provide screenshots, your device type, and the exact error message you're seeing. These details are needed to help investigate and/or resolve your case more quickly.

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