I lost my passkey or my phone

Losing a device is planned for. What to do depends on which key was on it.

You lost the device with the owner passkey

The recovery passkey is there for this.

1. Sign in on another device and open Jurisdiction & custody.
2. Register a new owner passkey on the new device (Replace with this device).
3. The holder of the recovery passkey confirms the replacement with Approve with the recovery passkey.

Your administration account then trusts the new device, and the lost one is no longer one of its keys. If you have not registered a recovery passkey yet, do it now, on a different device or a security key: one device must never hold both keys.

You lost a sign-in passkey

Sign in with your email and password instead, then open Your sign-in, select Remove passkey on the lost one and Add passkey on your new device.

You lost your authenticator app

Use one of the backup codes you saved when you set up two-factor. Each code works once. Then set up the authenticator again in Your sign-in.

You cannot sign in at all

Use Contact support on the sign-in page ("Can't sign in?"), at /support/contact on the console's address. Describe what happened and confirm your email address with the link you receive.

For your safety, A-REX support never changes sign-in methods, ownership or security settings on the strength of a message alone. Account recovery follows its own verification procedure, and support tells you the steps.

Can A-REX replace my keys for me?

No. A-REX can never approve a change to your administration account alone. That is why your company keeps two passkeys on two devices: as long as one remains, you can replace the other. See Your keys.