How to Reset Your Account Security Check
How to regain access if you've lost your 2FA device, changed your phone number, or need to change the email linked to your Pilotbot account.
Pilotbot Team
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For your security, Pilotbot cannot reset two-factor authentication (2FA), a phone number, or an account email by yourself in-app — these changes always go through our support team, so an attacker who only has access to your device (but not your identity) can't take over your account.
Two-Factor Authentication
If you've lost the device with your authenticator app (Google Authenticator, Authy, etc.) and can no longer generate 2FA codes, contact our support team via the contact form. To verify your identity, you'll need to provide the following:
- Video guide. Record yourself on video clearly stating your account email address and today's date. This proves the request is coming from a live person, not a replayed recording, and lets our team match the request to your account.
- Security history. If you have it available, note any recent account activity you remember (approximate date/device/location of your last successful login) — this helps our team cross-check the request faster.
Once verified, our support team disables 2FA on your account so you can log in with just your password, then set up a new authenticator app from your account settings.
Phone Number Verification
If you need to change the phone number linked to your account (lost your old number, switched carriers, etc.), contact our support team via the contact form, providing your account email and the reason for the request. You'll need to provide:
- Your current phone number on file (or the last few digits, if you no longer have access to it)
- The new phone number you want to link to your account
- A screenshot of your account profile page showing the phone number currently on file
Once verified, our support team updates the phone number on your account.
Changing Your Account Email
If you need to change the email address linked to your account, contact our support team via the contact form — this requires enhanced verification since your email is also your login. Be prepared to provide:
- A photo of a government-issued ID (front and back)
- A selfie of you holding that same ID next to your face
- Your old (current) email address
- The new email address you want to use
- Today's date, handwritten on a piece of paper visible in the selfie
- This is required so our team can confirm the request is genuinely from you, not someone who has merely compromised your old email
- Screenshots of your account profile page confirming the email currently on file
Only submit these documents through the official contact form — Pilotbot support will never ask for this information over Telegram, Discord, or email first.