---
title: "Restoring account access"
sidebar_label: "Restoring access"
sidebar_position: 3
description: "How to reset your account password, account email address, and disable two-step authentication"
---

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import TabItem from '@theme/TabItem'
import {TabItemLabel} from 'docs-kit/components'
import Formbricks from '@theme/MDXComponents/Formbricks'

# Restoring account access

If you have trouble accessing your account, you can restore access:

* if you are the [Account Owner](/access-control/user-types.mdx#account-owner), you can [reset your password](#reset-password) or [request an email address change](#claim-to-change-email), as well as [disable two-step authentication](#disable-two-step-authentication);
* if you are not the Account Owner, you can only [reset your password](#reset-password) by yourself. In case of issues with email and two-step authentication, contact the Account Owner — they must [remove you from the list of users](/access-control/manage/disable-or-delete-user.mdx) and [add a new user](/access-control/manage/add-user.mdx) with the correct details.

If you have access to the control panel, you can choose in advance to [select a method for submitting documents to restore account access](#select-application-method-to-restore-access).

## Reset your password \{#reset-password}

A user with any role can reset their password.

If you have lost access to the email address you used to register, [request an email address change](#claim-to-change-email).

1. On the [control panel](https://my.selectel.ru/login/) login page, click **Forgot password**?.

2. Enter the account number. You can find it in:

   * the payment purpose field of the payment order;
   * acts of services rendered;
   * notifications from `no-reply@selectel.ru`.

3. Enter the email address you used to register.

4. Click **Reset password**.

5. We will send an email to the address provided.

6. In the email, click **Reset password**. The password reset link is active for one hour. The reset link can only be used once.

7. On the password reset page, enter a new password and confirm it.

8. Click **Change password**.

9. We will send a password change notification to the email address you used to register. The notification does not contain the password.

10. If you have two-step authentication enabled, enter the code.

## Request an email address change \{#claim-to-change-email}

If you are not the Account Owner, contact the Account Owner — they must [remove you from the list of users](/access-control/manage/disable-or-delete-user.mdx) and [add a new user](/access-control/manage/add-user.mdx) with the correct details.

If you are the [Account Owner](/access-control/user-types.mdx#account-owner) and do not have access to the control panel via your old email address, you can change the email address.If you have access to the control panel, to change the email address, use the [Change email address](/account/change-profile.mdx#change-email) section of the Change profile or company details instructions.

<Tabs queryString="entity-for-email">
  <TabItem value="legal" default>
    <TabItemLabel>
      Legal entity
    </TabItemLabel>

    1. Prepare the paperwork:

       * application using the [template](https://files.selectel.ru/docs/LANG/restore_access_change_email_LANG.docx);
       * a scan copy of the organization's TIN/VAT or an entry sheet from the Unified State Register of Legal Entities;
       * a document confirming the authority of the person who signed the application to restore access (for the CEO, this is a copy of the order or the appointment resolution; for other persons, a power of attorney).

    2. Provide the prepared documents. If you have previously [determined a method for submitting documents](#select-application-method-to-restore-access) in the control panel, you can use only that method. If you have not determined a submission method, you can provide the documents:

       * via email to `payment@selectel.ru`;
       * via [EDI](/account/electronic-document-management.mdx) — for legal entities and sole proprietors who are residents of the Russian Federation, and government agencies only;
       * in person at the [company office](https://selectel.ru/about/contacts/).

    3. We may request additional documents to enhance the security of the account access restoration procedure.
  </TabItem>

  <TabItem value="individual">
    <TabItemLabel>
      Individual or sole proprietor
    </TabItemLabel>

    1. Send a request to the email address `support@selectel.ru`.
    2. We will send you questions about your account and your activity in it.
    3. Answer the questions as detailed as possible.
    4. If you have given more than 80% correct answers, we will change your email address.
  </TabItem>
</Tabs>

## Select a method for submitting documents to restore account access \{#select-application-method-to-restore-access}

You can choose one way to submit your documents to restore access to your account.

1. In the [control panel](https://my.selectel.ru/profile/security), in the upper right corner, open the menu (account number) and select **Profile**.
2. Go to the **Security and Login**.
3. In the **Account access restoration** block, in the **Submission method** row, click **Change**.
4. Choose how you want to submit your documents:

   * in person at the company office — with the presentation of originals;
   * via copies of documents — to email [payment@selectel.ru](mailto:payment@selectel.ru) or in person at the company office.
5. Click **Save**.

## Disable two-step authentication if you do not have access to the control panel \{#disable-two-step-authentication}

If you are not the [Account Owner](/access-control/user-types.mdx#account-owner), contact the Account Owner — they must [remove you from the list of users](/access-control/manage/disable-or-delete-user.mdx) and [add a new user](/access-control/manage/add-user.mdx) with the correct details.

If you are the Account Owner, two-step authentication can be disabled.

<Tabs queryString="entity-for-2fa">
  <TabItem value="legal" default>
    <TabItemLabel>
      Legal entity
    </TabItemLabel>

    1. Prepare the paperwork:

       * application using the [template](https://files.selectel.ru/docs/ru/restore_access_disable_2fa_ru.docx);
       * a scan copy of the organization's TIN/VAT or an entry sheet from the Unified State Register of Legal Entities;
       * a document confirming the authority of the person who signed the application to restore access (for the CEO, this is a copy of the order or the appointment resolution; for other persons, a power of attorney).

    2. Send the documents via email to `payment@selectel.ru`.

    3. If there are any questions, we will request additional documents.
  </TabItem>

  <TabItem value="individual">
    <TabItemLabel>
      Individual or sole proprietor
    </TabItemLabel>

    1. Send a request to the email address `support@selectel.ru`.
    2. We will send you questions about your account and your activity in it.
    3. Answer the questions as detailed as possible.
    4. If you have given more than 80% correct answers, we will disable two-step authentication.
  </TabItem>
</Tabs>

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