Account Security

Last update: May 27 2025

Account Security

You can change your account access details in the control panel:

• phone number;
• e-mail address;
• password.

If access to the control panel is not available, restore access.

To increase the security of your account, you can:

• choose how to submit documents to restore access to your account;
• check the authorization log;
• reset sessions — Log out of the account from all devices except the current one;
• configure two-step authentication.

Change phone number⁠

The Account Owner can change their phone number.If you are not the Account Owner, use the Change Phone Number subsection of the Change Your Profile or Company Details instructions.

The method of changing an Account Owner's phone number depends on whether the email or phone number listed in the profile is accessible.

There is access to mail or telephone

1. In the control panel, on the top menu, click Account.
2. Go to the Security section.
3. In the Account Details block, in the Phone line, click Edit.
4. Select the method of receiving the verification code — by email or SMS.
5. Click Submit Code.
6. Enter the code from the email or SMS.
7. Enter a new phone number.
8. Click Request code. The confirmation code will be sent by SMS to the specified phone number.
9. Enter the code from the text message.

No access to mail and phone

1. In the control panel, on the top menu, click Account.
2. Go to the Security section.
3. In the Account Details block, in the Phone line, click Edit.
4. Click Create Ticket.
5. Enter a new phone number.
6. Click Create Ticket.
7. Wait for a reply in the ticket. The mail will be changed after verification.

Change e-mail address⁠

The Account Owner can change their email address.If you are not the Account Owner, contact the Account Owner — they should remove you from the user list and add a new user with the correct details.

The method of changing your email address depends on whether you have access to the phone number that is listed in your profile.

There's access to a phone

1. In the control panel, on the top menu, click Account.
2. Go to the Profile section.
3. In the Account Details block, in the Email row, click Edit.
4. Press Send SMS.
5. Enter the code from the text message.
6. Enter a new e-mail address.
7. Click Request Code. A confirmation code will be sent in an email to the specified email address.
8. Enter the code from the email.

No phone access

1. In the control panel, on the top menu, click Account.
2. Go to the Profile section.
3. In the Account Details block, in the Email row, click Edit.
4. Press No phone access.
5. Enter a new e-mail address.
6. Click Create Ticket.
7. Wait for a reply in the ticket. The mail will be changed after verification.

Change password⁠

If you remember your current password, you can change it in the control panel.If you forget your password, reset it.

1. In the control panel, on the top menu, click Account.
2. Go to the Security section.
3. In the Account Login Method block, in the Password line, click Change.
4. On the Change Password page, enter the current password.
5. Enter a new password.
6. Click Edit.

Choose how to submit documents to restore access to your account⁠

You may choose one method of submission to regain access to your account.

1. In the control panel, on the top menu, click Account.

2. Go to the Security section.

3. In the Restore Account Access block, in the Submission Method line, click Change.

4. Choose how you want to submit your paperwork:

   • in person at the office of the company — with presentation of originals;
   • by copies of documents — by e-mail to payment@selectel.ru or in person at the company's office.

5. Click Save.

Authorization log⁠

You can use the authorization log to find out who used your account and when.If you find suspicious activity, reset all sessions and change your password.

The account owner sees the authorizations of all users in the account.Invited users see only their authorizations.For more information about roles, see the User Types and Roles instructions.

1. In the control panel, on the top menu, click Account.
2. Go to the Authorization Log section.
3. Optional: to receive information about new authorizations to email, check the Send notifications about authorizations from new IP to email checkbox.

Reset sessions⁠

1. In the control panel, on the top menu, click Account.
2. Go to the Sessions section.
3. Click Reset sessions other than the active session.

Two-step authentication⁠

For your information

Two-step authentication is not available for federated users.

With two-step authentication, you need to enter a password and a one-time confirmation code to log in to your account.Two-step authentication is enabled by default for all users after they register and fill out their profile.

Disable two-step authentication Only the Account Owner can disable and re-enable it in the control panel.For users with other roles Two-step authentication is always enabled, the user can only choose how to receive the code.

To get a one-time use code, you can:

• in an authenticator application, such as Google Authenticator or Microsoft Authenticator. You can get the code even if your device does not have internet or cellular network;
• by email — the code is sent to the email address you provided in your profile. You can change your email address to receive the code;
• by SMS — SMS with the code comes to the phone number you specified in your profile. You can change the phone number to receive the code.

Additionally, you can create backup codes that can replace a confirmation code from a text message, email, or authenticator app if you lose access to a phone number, email, or device with an authenticator app.If you lose your backup codes or have used all the codes, you can update them in the control panel.

If none of the methods for obtaining a confirmation code are available to you, disable two-step authentication.

Connect login via the authenticator application⁠

You can use any authenticator application — for example, Google Authenticator or Microsoft Authenticator.

1. In the control panel, on the top menu, click Account.
2. Go to the Security section.
3. In the Account Login Method box, in the Two-step authentication line, click Change.
4. Turn on the **Application to **ggle switch to generate codes.
5. Enter the password for the user account. If you enter the password incorrectly three times, the session will be terminated and the two-step authentication connection will be locked for 24 hours.
6. Click Confirm.
7. Scan the QR code in any authenticator app. If you cannot scan the code, enter the secret key in the app.
8. Enter the six-digit code generated in the application.
9. Click Connect.

Connect login via e-mail⁠

The confirmation code comes to the email you provided in your profile.

You can change your email address for two-step authentication.

1. In the control panel, on the top menu, click Account.
2. Go to the Security section.
3. In the Account Login Method box, in the Two-step authentication line, click Change.
4. Turn on the Letter to Mail toggle switch.
5. Enter the password for the user account. If you enter the password incorrectly three times, the session will be terminated and the two-step authentication connection will be locked for 24 hours.
6. Click Confirm.
7. Enter the four-digit confirmation code you received in the e-mail. The code is valid for five minutes. If you do not have time to enter the code, request it again.
8. Click Connect.

Connect login via SMS⁠

SMS with a confirmation code comes to the phone number you specified in your profile.

You can change your phone number for two-step authentication.

1. In the control panel, on the top menu, click Account.
2. Go to the Security section.
3. In the Account Login Method box, in the Two-step authentication line, click Change.
4. Turn on the Message to phone number toggle switch.
5. Enter the password for the user account. If you enter the password incorrectly three times, the session will be terminated and the two-step authentication connection will be locked for 24 hours.
6. Click Confirm.
7. Enter the six-digit confirmation code you received in the SMS. The code is valid for five minutes. If you do not have time to enter the code, request it again.
8. Click Connect.

Create backup codes⁠

We recommend creating backup codes when you log in to your account for the first time.One code can be used only once.The number of unused backup codes can be viewed in the control panel under Two-step authentication → Backup codes block.

1. In the control panel, on the top menu, click Account.
2. Go to the Security section.
3. In the Account Login Method box, in the Two-step authentication line, click Change.
4. In the Backup Codes block, click New.
5. To confirm the creation of backup codes, enter the user password. If you enter the wrong password three times, the session will be terminated and backup code creation will be blocked for 24 hours.
6. Click Confirm.
7. Write down or print the codes — they will be hidden after the page is refreshed. Keep backup codes in a safe place.

Update backup codes⁠

If you have lost your backup codes or used all the codes, you can update them.After updating, the backup codes you created earlier will no longer work.

1. In the control panel, on the top menu, click Account.
2. Go to the Security section.
3. In the Account Login Method box, in the Two-step authentication line, click Change.
4. In the Backup Codes block, click Update.

Change email or phone number for two-step authentication⁠

To the account holder

1. Change your phone number or e-mail address.
2. Disable two-step authentication.
3. Reconnect two-step authentication via SMS or email.

Other users

You cannot change the phone number of a non-account owner — you can only recreate the user. This can be done by the Account Owner or User Administrator.

1. Delete the old user.
2. Add a user with a new phone number or e-mail address.
3. Enable two-step authentication via SMS or email.

Disable two-step authentication if you have access to the control panel⁠

Only the Account Owner can disable two-step authentication in the Control Panel.

1. In the control panel, on the top menu, click Account.
2. Go to the Security section.
3. In the Account Login Method box, in the Two-step authentication line, click Change.
4. Turn off the toggle switch Code Generation App, Mail to Mail, or Message to Phone Number.
5. To confirm that you want to disable two-step authentication, enter your user password. If you enter the wrong password three times, the session is terminated and disabling two-step authentication is blocked for 24 hours.
6. Click Disable.

Disable two-step authentication if there is no access to the control panel⁠

If you are not the Account Owner, contact the Account Owner — they should remove you from the user list and add a new user with the correct details.

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

Legal entity

1. Prepare the paperwork:

   • TIN/VAT of the organization;
   • a document confirming the authority of the person who signed the application for access restoration (for the CEO — a copy of the order or decision on appointment, for other persons — a power of attorney) ;
   • template statement;

2. Email your documents to payment@selectel.ru.

3. If there are any questions, we will request additional documents.

Natural person or individual entrepreneur

1. Send your request to support@selectel.ru.
2. We will send you questions about your account and your account activity.
3. Answer the questions in as much detail as possible.
4. If you gave more than 80% correct answers, we will disable two-step authentication.