Let's get some help!

I have lost my two-factor application and backup codes, how can I regain access to my account?

If you have lost both your 2FA App and backup codes, you will need to go through a manual identity verification process.

The only way to regain access to your account is to contact our support team with the following information:

  • email address
  • postal address
  • Two different documents proving your identity (passport or local ID card for individual accounts + certificate of incorporation for companies)
  • phone number to contact you
  • copy of your last Scaleway bill or the amount charged if you don’t have a copy
  • card statement showing the Scaleway bill debit

Once you’ve collected all these, please send them to document@scaleway.com.

Important: Our support team will never call you to ask this information if you’re not trying to regain access to your account. Be extra-careful if someone asks for this information, this might be a social engineering attempt.


Was this helpful?

Great, thank you!
Tell us what you are looking for?
Contact us
We use cookies for statistical and audience measurement purposes.
Learn more
Manage your preferences