I've lost access to my phone number

Don't worry. Even without access to your number, you can recover your account. Noryo doesn't simply reset a password: it has you prove that it's really you, then replaces the lost factor with a new one.

The three steps of recovery

Recovery always follows the same path: identify, prove, replace.

1. <strong>Identify</strong>: enter the old email or old number linked to the account.
2. <strong>Prove</strong> it's you, using one of the methods below.
3. <strong>Replace</strong>: once your identity is proven, you register a new number (or a new email). This isn't just a reset, it's the lost factor that gets replaced.

Proving it's you

Depending on what's set up on your account, several methods are possible. Just one is enough:

• <strong>A backup code</strong>: one of the single-use codes generated in advance.
• <strong>Approval from another device</strong> already signed in to the account: a request is sent to an eligible device; you approve it, and that device signs a proof with its secure key (Secure Enclave). A device that has been revoked, lost, or had its key removed cannot approve.
• <strong>A passkey</strong>: a strong method that authenticates you directly.
• <strong>The password</strong>: only if the account has no strong method.

No backup code, or none left? It's not a dead end. Choosing "I don't have a backup code" simply opens up the other available methods.

If no method works

Exceptional recovery is the last resort. It never grants access automatically: it opens a case, verified by your trusted contacts (a quorum of 2 out of all of them), with a mandatory 72-hour security delay that cannot be shortened. You are notified the moment the request is opened, and a "This wasn't me" link freezes it permanently. Support has no magic button: no one can bypass these checks.

Once recovery succeeds, all your existing sessions are signed out for safety: sign back in with your new number. A security event is logged and a notification is sent to you. The old number can no longer be used to sign in or to identify you.