Account Security

Last update: April 29 2025

Account Security

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

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

If you cannot access the control panel, regain access.

To increase the security of your account, you can:

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

Change phone number⁠

The Account Owner can change their phone number. If you are not the Account Owner, use the subsection Change phone number instructions Change your profile or company details.

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

There is access to mail or telephone

1. in control panels from the top menu, press Account.
2. Go to the section Security.
3. In the block Account details on the line Phone click Modify.
4. Select the method of receiving the verification code — by email or SMS.
5. Click Send 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 control panels from the top menu, press Account.
2. Go to the section Safety.
3. In the block Account details on the line Phone click Modify.
4. Click Create a ticket.
5. Enter a new phone number.
6. Click Create a 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 unlist you and add a new user with the correct data.

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. В control panels from the top menu, press Account.
2. Go to the section Profile.
3. In the block Account details on the line Email click Modify.
4. Click Texting.
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 email address provided.
8. Enter the code from the email.

No phone access

1. В control panels from the top menu, press Account.
2. Go to the section Profile.
3. In the block Account details on the line Email click Modify.
4. Click No phone access.
5. Enter a new e-mail address.
6. Click Create a 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 have forgotten your password, reset it.

1. В control panels from the top menu, press Account.
2. Go to the section Safety.
3. In the block Account login method on the line Password click Modify.
4. On the page. Password change enter the current password.
5. Enter a new password.
6. Click Modify.

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. В control panels from the top menu, press Account.

2. Go to the section Safety.

3. In the block Restore account access on the line Method of filing click Modify.

4. Choose how you want to submit your paperwork:

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

5. Click Save.

Authorization log⁠

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

The account owner sees the authorizations of all account users. Invited users see only their authorizations. More information about roles in the manual Types and roles of users.

1. В control panels from the top menu, press Account.
2. Go to the section Authorization log.
3. Optional: to have information about new authorizations sent to your email, check the checkbox Send notifications about authorization from a new IP to email.

Reset sessions⁠

1. В control panels from the top menu, press Account.
2. Go to the section Sessions.
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 must 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 registration and filling out a profile.

Disable two-step authentication in the control panel and can only be reconnected by the Account Owner. 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:

• в authenticator application For example, Google Authenticator or Microsoft Authenticator. You can retrieve the code even if there is no internet or cellular network on your device;
• by e-mail — the code is sent to the e-mail address you entered in your profile. You can change your e-mail address to receive the code;
• в TEXTING — SMS with the code comes to the phone number you specified in your profile. You can change your phone number to get the code.

Additionally, you can 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 of them, 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. В control panels from the top menu, press Account.
2. Go to the section Safety.
3. In the block Account login method on the line Two-step authentication click Modify.
4. Turn on the toggle switch Code generation application.
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 Acknowledge.
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 e-mail address for two-step authentication.

1. В control panels from the top menu, press Account.
2. Go to the section Safety.
3. In the block Account login method on the line Two-step authentication click Modify.
4. Turn on the toggle switch A letter to the post office.
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 Acknowledge.
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 phone number for two-step authentication.

1. В control panels from the top menu, press Account.
2. Go to the section Safety.
3. In the block Account login method on the line Two-step authentication click Modify.
4. Turn on the toggle switch Message to a phone number.
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 Acknowledge.
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 the first time you log into your account. One code can only be used once. The number of unused backup codes can be viewed in the following table control panels under Two-step authentication → block Backup codes.

1. В control panels from the top menu, press Account.
2. Go to the section Safety.
3. In the block Account login method on the line Two-step authentication click Modify.
4. In the block Backup codes click Create.
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 Acknowledge.
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. В control panels from the top menu, press Account.
2. Go to the section Safety.
3. In the block Account login method on the line Two-step authentication click Modify.
4. In the block Backup codes click Update.

Change email or phone number for two-step authentication⁠

To the account holder

1. Change the phone number or e-mail address.
2. Disable two-step authentication.
3. Reconnect two-step authentication via TEXTING or e-mail.

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. Connect two-step authentication via TEXTING or e-mail.

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. В control panels from the top menu, press Account.
2. Go to the section Safety.
3. In the block Account login method on the line Two-step authentication click Modify.
4. Turn off the toggle switch Code generation application, A letter to the post office or Message to a 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 Disconnect.

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 unlist you and add a new user with the correct data.

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 restoration of access (for the General Director — a copy of the order or decision on appointment, for other persons — a power of attorney);
   • statement on template;

2. Send the documents to the e-mail payment@selectel.ru.

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

Natural person or individual entrepreneur

1. Send your request to the following e-mail 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.