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 Login Issues
You may see one of the following problems when signing in:
Incorrect or forgotten password.
Two-factor authentication (2FA) code not working.
You 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 walk you through the different recovery steps depending on the issue you're experiencing.
Incorrect or Forgotten Password
If you know the email linked to your account but can’t log in, you can reset your password by following these steps:
Open the Orb App and go to the Log in screen.
Tap Forgot password?
Enter your email and tap Reset password.
Check your inbox (and spam/junk folder) for the reset email.
Follow the link to create a new password.
Return to the app and log 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 isn’t working:
Make sure you’re using the correct account entry within the authenticator app.
Ensure your phone’s date/time is set to Automatic.
Try again with a freshly generated code.
If you saved a backup code, you can use it instead (see next section).
Please note that we are not able to bypass 2FA for security reasons. You will need your authenticator or backup code to continue.
Log In Using a Backup Code
If you previously saved a backup code when setting up your account:
On the 2FA screen, tap Use backup code.
Enter your backup code and log in.
After logging 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:
Check your phone signal and confirm the number is correct.
Tap Resend code.
If the SMS arrives but doesn’t work, enter it manually instead of pasting it.
If no SMS arrives, restart your device and try again.
If the issue persists, you can reach out to our Support team as further troubleshooting may be required.
Email Does Not Exist / Not Registered
If you see a "Email does not exist / Email is not registered" message, try these actions:
Double-check the email address for typos.
Try any alternate email accounts you may have used.
Confirm whether you fully completed account creation earlier.
If the system still does not recognize 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 login 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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