Where to use this guide
Buburuza mobile and web account access. Use the recovery option offered for your account; use the recovery-code steps below only if that route asks for a saved recovery code.
If you lose your phone or authenticator, you may be unable to complete a required sign-in check. Use the official recovery options provided for your account.
Check your recovery options
- If you set up a secure authenticator backup, follow that provider's recovery instructions.
- If Buburuza supplied recovery codes, use them only in the official recovery flow that requests them.
- If you still have a trusted signed-in device, check the available account security options.
Do not send an authenticator backup, setup QR code, recovery code or password to support or anyone else.
If the official recovery flow asks for a recovery code
Use this sequence only when the recovery option offered for your account requests a saved recovery code. The recovery-code screen and the authenticator-help link are separate options. Each recovery code works once.
- At sign-in, choose Recover. The web link appears beside Lost access to the passkey?; mobile shows Having issues? Recover.
- Enter the email for your existing account and complete the email check in the recovery flow.
- At Enter a recovery code, enter an unused code saved during setup.
- Read the confirmation that the code has been used and check the remaining-code count shown.
- Choose Set up passkey to add a working passkey on this device. On the web, Skip for now continues and reminds you to add one later in Settings.
If you have lost the recovery codes, use Contact support on that screen. If you are on the web authenticator challenge and have lost the authenticator app, use its Contact support option if you cannot complete that challenge. Never include an authenticator setup secret in a support message.
Expected result
When the recovery-code route succeeds, check its used-code confirmation and remaining count, then complete the offered security setup. If you still cannot access the account, use the support-assisted route; do not assume recovery was approved.
If you remain locked out
Contact support and briefly explain what happened. Use the email associated with your account to help identify your request. You must still complete the required recovery checks.
Additional verification may be needed. Wait for a confirmed secure method before supplying identity documents or other sensitive evidence. There is no guaranteed recovery time or promise that security checks can be bypassed.
After access is restored, follow the available security steps to protect your account and replacement device. See Keeping your Buburuza account safe.