Home Product Documentation Account Recovery Guide

Account Recovery Guide

Last updated on May 16, 2024

User account recovery in wallet services is the process of regaining access to an account when login credentials are forgotten or inaccessible. It's vital to regain control over their funds and resume using the wallet service.

1. Account Recovery Using Email

  • Click on the ‘’Recover’’ icon.

  • Enter your “User Name’’ in the space provided.

  • Confirm the correctness of your username.

  • Provide your ‘’email’’ in the designated space. An email containing the link to reset your password will be sent.

  • Check your email for the password reset link and follow the instructions to set a new password.

After entering your pin code, you have successfully recovered your YaYa wallet account.

Please refer to the screenshots below for more information:

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N.B: For any difficulties or if the steps don't comply with your app version, refer to official documentation or contact customer support for tailored assistance.

2. Account Recovery Using Guardian

User account recovery using guardians involves trusted individuals, known as guardians, who assist a user in regaining access to his/her account in case of forgotten password or other login issues.

The general overview of how it works:

  1. Setting Up Guardians: During account setup or management, a user can designate guardians by using their account information (like username or phone number).

  2. Guardian Confirmation: Guardians receive a request from the service for their role and they may confirm and accept the request.

  3. Account Recovery Initiation:  If users forget their login details or face access issues, they can start the account recovery process. The service typically allows requesting help from designated guardians.

  4. Guardian Verification: This service uses designated guardians for identity verification, ensuring only trusted participants. They may need to provide personal info or follow specific procedures.

  5. Guardian Collaboration: Once guardians verify their identities, they may perform actions or provide information to assist in account recovery, such as sharing recovery codes or confirming user details.

  6. Account Recovery Completion: After guardians fulfill their roles, the service assesses the information. If it meets requirements, account recovery is facilitated, granting access to the user's account.

To setup and activate your guardians, please follow these steps:

Step 1. Click on Profile

Step 2. Click on Security

Step 3. Click on Account Guardians

Step 4. Click on Add Guardians

Step 5. Search for at least three guardians by their username or phone number and send invite

Step 6:  Your guardians should Accept your request to be your guardians

Step 7: Click on Activate Guardians:

Step 8: Click on Activate: To activate all the nominated guardians that accepted the request

Step 9: Finally, your guardians are active:  After this you can start account recovery steps

Please refer to the screenshots below for more information:

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After Setting Up Guardians let's proceed to account recovery initiation:

Step 1: click on Recover

Step 2: Send the link to your guardians to accept your account recovery request

Step 3: After you send out the link to your guardians, they should open the link and accept the request

Step 4: You need to wait 24 hours to set a new password

Step 5: Set a new password

Step 6: Enter your new password to login

Step 7: After clicking on login, you have successfully recovered your account

Please refer to the screenshots below for more information:

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