Forgotten password

A password is as easy to create as it is to forget. Fortunately, Sumeria has a secure backup process in case a customer has forgotten it.

First of all, customers have to make sure that the app is up-to-date (by going on the App Store or the Play Store).

Customers must then open the app and enter their phone number. Once this has been validated using the code or link received by text message, the customer can click on "A problem? Need help?" and "I've forgotten my password".

Then simply follow the instructions on the screens.

When an account is deemed sensitive, customers are asked to take a video selfie to recover their password. Fast and secure, this is the best way for Sumeria to verify the user's identity. To find out more, click here.

Once the unblocking procedure has been completed, the user must wait to receive the email from Sumeria, then click on the button contained in the email ("Connect to Sumeria") and choose a new password.

The link received is valid for 24 hours and can only be used from the mobile device used to record the video selfie. After 24 hours, customers will need to repeat the operation.

A customer is free to refuse to perform the video selfie. In this case, the customer can contact the customer service by writing to contact@sumeria.eu in order to benefit from an alternative solution. The customer can also consult the General Terms and Conditions to learn more about the password recovery procedure.