Account Recovery

Locked out? Lost your phone? Cleared your browser? Find your exact scenario below — we have you covered.

💡 Your biometric data never leaves your device. Losing a device does NOT expose your biometrics — ever.

I got a new phone

Your old phone is gone, broken, or upgraded — but you still have access to your email.

What to do

  1. 1Download the FaceIn app on your new phone
  2. 2Tap "I already have an account"
  3. 3Enter your email address
  4. 4We send a one-time magic link to your inbox
  5. 5Tap the link to verify it's you
  6. 6Register your biometric (face or fingerprint) on the new device
  7. 7Your vault and saved credentials sync back automatically
About 60 seconds
Your old device is automatically deauthorized. Nobody can use it to access your account.

I cleared my browser history

You cleared cookies or browsing data on your laptop or desktop and now FaceIn asks you to sign in again.

What to do

  1. 1Go to app.facein.id on your browser
  2. 2Tap "Sign In"
  3. 3Enter your email address
  4. 4Register your biometric again on this browser
  5. 5You are back in — it takes one tap
About 15 seconds
Clearing your browser does NOT delete your account or your identity. It only removes the local session. Your account, your vault, and your credentials are safe on our servers. You just need to re-register your fingerprint or face on this browser.

My phone was stolen

Someone has your phone. Here is what you need to know — and why you are still safe.

What to do

  1. 1Stay calm — your account is protected by YOUR biometric. The thief does not have your face or fingerprint.
  2. 2Even if the phone was unlocked when stolen, every FaceIn action requires a fresh biometric scan. The thief cannot access your vault, your saved passwords, or log into any site through FaceIn.
  3. 3On a new device, go to app.facein.id and tap "I need to recover my account"
  4. 4Enter your email — we send a magic link
  5. 5Tap the link, register your biometric on the new device
  6. 6Your old device is automatically deauthorized
About 60 seconds to recover
With a traditional password manager, a thief with your unlocked phone has access to EVERY saved password — your bank, your email, everything. With FaceIn, they have access to nothing. Your biometric cannot be stolen from the device.

I lost ALL my devices and can't access my email

Worst-case scenario — everything is gone. Here is how we get you back.

What to do

  1. 1Contact us at enterprise@facein.id from any email you have access to, or use the contact form on this site
  2. 2We will verify your identity through a manual process — this may include verifying personal details you provided at signup
  3. 3Once verified, we will reset your account and allow you to re-register from a new device
  4. 4Your vault data will be restored after re-enrollment
24–48 hours (manual review required)
This is the only scenario that requires human intervention. It is intentionally slow — because if it were fast, someone impersonating you could use it to steal your account. Security and convenience are balanced here.

My fingerprint isn't working

Your biometric scan keeps failing — maybe a cut, a bandage, or the sensor is not cooperating.

What to do

  1. 1Try a different finger — if you registered a second biometric during setup, use that one
  2. 2Clean your finger and the sensor — moisture, lotion, or dirt can interfere
  3. 3If no biometric works, use your backup PIN to access your account
  4. 4Once inside, you can re-register a new biometric from Settings
A few seconds
This is exactly why we ask you to register a second finger during setup. Two biometrics means you always have a backup. If you only registered one, add a second one now from Settings — future you will thank you.

I want to use FaceIn on a new computer or browser

You are on a computer or browser where you have never used FaceIn before.

What to do

  1. 1Go to app.facein.id
  2. 2Tap "Sign In" and enter your email
  3. 3Register your biometric (fingerprint or face) on this new device
  4. 4That's it — this device is now authorized
About 15 seconds
Each device gets its own biometric credential. Your fingerprint or face data stays on that device and never leaves it. You can register as many devices as you want.

Still can't get in?

If none of these scenarios match your situation, reach out to us directly. We respond within 24 hours.

Contact Support