If you cannot use any of your passkeys, you can recover your account through your email address.

Recover your account

On the sign-in page, choose "Lost your passkey?".
Type the email address on your account and choose "Send recovery link".
Open the email. Follow the link, or copy it and paste it into the box labelled "Paste the recovery link or token".
Choose "Create new passkey" and follow your device's prompts.
ELLA says "Account recovered". You can sign in.

What ELLA tells you

ELLA gives the same answer whether or not an account exists for the address. The message says "If an account exists for" your address, ELLA sends a link. This stops other people from using the form to find out who has an account.

If the email does not come

Look in your spam and junk folders.
Check the address. Use the one you signed up with.
Choose "Use a different email" and try another address you might have used.
The link expires after an hour. Ask for a new one if yours has.

Afterwards

Add a second passkey or a security key so this does not happen again. See sign in with a passkey.

Still locked out

Email [email protected]. You will need to write from an address that can receive a reply. For your safety, support may ask you to confirm who you are before changing anything on an account.

Still stuck?

Browse the help centre, or contact support and say what you were trying to do.

Lost your passkey? How to get back into your account