> For the complete documentation index, see [llms.txt](https://help.basiq-solutions.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.basiq-solutions.com/help-center/troubleshooting/lost-access-and-otp.md).

# Lost access & OTP

SMS codes not arriving, lost 2FA device, forgotten passwords, nominee needed for verification.

| Situation                                  | What to do                                                                                                                                                                                                                                      |
| ------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| SMS code not arriving                      | Wait → retry → check the number is correct and active in [Krispcall](https://try.krispcall.com/d0ye9ovwwn8s) / Quackr → contact your manager if it persists                                                                                     |
| Lost 2FA device                            | Use the backup codes from your delivery message. Then set up 2FA on your own device and store new backup codes                                                                                                                                  |
| Forgot a password                          | Use the platform's recovery flow with the email on the account — which should already be yours if you completed [Step 7](/guide/setup-steps/step-7-credentials.md)                                                                              |
| Platform asks for the nominee (live check) | Tell your manager **before** submitting anything. Nominee availability for live verification is guaranteed for 3 months after delivery; after that, AI verification may be offered (\~80% success). Verifications after delivery cost €300 each |
| Credentials still not yours after 3 weeks  | Do it now. After 3 weeks, loss of access, OTP failures and restrictions caused by outdated details are your responsibility                                                                                                                      |

{% hint style="warning" %}
Basiq does not keep access data beyond 2 months after delivery. If you have not saved the credentials and backup codes from your delivery message, do it today.
{% endhint %}

<details>

<summary>Why did my OTP stop arriving after I changed the number?</summary>

Check the timing: on PayPal, change the phone number only after the first sale; on Stripe, change the password first and 2FA 2–3 days later — only after the first payout, and never within 2 weeks of each other. Use your company's dedicated number for all services of that company. The full sequence is in [7. Take over credentials](/guide/setup-steps/step-7-credentials.md).

</details>


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