What to Do if You Can't Access Your Account (2FA Recovery)
We’ll demonstrate how to login if you don’t have access to your 2FA device.
Sometimes you simply don’t have access to your old phone number or email address, or have lost access to your authenticator app. In this case, it’s still possible to recover your account and change your details. For the purpose of this guide, we’ll demonstrate how to login if you don’t have access to your 2FA device.
How 2FA Device Recovery Works
If you have lost access to your 2FA verification device, please follow the steps below:Step 1: Click “Trouble Logging In?”On the Narvi login page, click on “Trouble logging in?”)
Step 2: Choose Your Login IssueWe offer three ways to recover your account: “I forgot my password,” “I lost my verification device,” or “I lost access to my email.” If you’ve lost access to your verification device, please select “I lost my verification device.”
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Step 3: Enter Your Account DetailsPlease enter the email address linked to your account (if you’ve lost access to your email account, you can still continue as we don’t require email 2FA).
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Then enter your password.
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Step 4: Two-Factor AuthenticationAs a security measure, we’ll ask you to do some 2FA steps. First, we’ll send a verification code to your registered email. Once you’ve received the code, please key it in.
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Since you no longer have access to your authentication device, we’ll ask you to change your verification method to your phone number. To do this, please enter the phone number registered to your Narvi account. You can change your verification method later in Settings.
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We’ll then send a verification code to your phone number. Once you’ve received the code, please key it in.
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Step 5: Identity CheckAs a final security measure, we’ll ask you to complete an ID verification. For this, we’ll need a scan of your ID and for you to complete a face verification with our partner Sumsub.
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First, we’ll need to know your country of residence. Please select if you reside inside or outside of the United States of America.
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Then select the country of your ID document and the type of ID you’ll be using.
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You can now live upload a photo of your ID document by pressing “Continue.” To do this, we recommend pressing “Continue on phone”.
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You’ll be asked to upload both sides of your ID. Take a live photo of the other side of your ID document.
The final step is to do a face verification so we can match your face to your ID. You can continue this with your desktop camera or on your mobile device. Normally, the verification process will be concluded automatically, but occasionally one of our team may need to do a final check.
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Step 6: Success!You should have now gained access to your Narvi account.If you’re having any issues recovering your account, please contact contact@narvi.com.How can I change my phone number or email if I no longer have access to the old one?Now you’ve gained access to your Narvi account, you can easily update your details from Settings.
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What We Offer
Narvi Payments Oy Ab is an Authorized Electronic Money Institution (EMI). Narvi’s EMI license is granted by the Finnish Financial Supervisory Authority (FIN FSA) with the registration number 3190214-6. Narvi’s license is Passportised to all European Union countries.
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