I no longer have access to the email address of my Onoff account: how do I recover my account?

Summary: Passwords can only be reset through a link sent to the account's email address. If you no longer have access to that address, first recover it with your email provider. If that is not possible, our team can, as an exception, change the account's email address after verifying your identity.

Related questions

• I forgot my password and no longer have access to my email.
• I do not receive the reset link because my email address no longer exists.
• How do I change my account's email address if I can no longer log in?

Why the email address is required

The password reset link is sent only to the login email address. This is a security measure: there is no other automatic way to reset the password. See: Reset my password.

Option 1: recover access to your mailbox

1. Contact your email provider to recover access to your mailbox.
2. If possible, set up forwarding from this address to an address you use.
3. Then start the password reset from the Onoff app.

Option 2: ask us to change the email address

If you cannot recover your mailbox, contact our team (Contact Customer Care team) and attach:

• a valid ID document (front and back);
• the latest bill from the operator of your main line (SIM card), to prove that you are the line holder.

After verification, we link a new email address to your account. You can then reset your password.

Important

• Changing the email address is an exceptional procedure, carried out only after the documents have been checked.
• The name on the operator bill must match the ID document.