Users have several ways to recover their account when they have forgotten their password.

If the risk level of a user's account is high, i.e. it contains sensitive data, the password is recovered thanks to a video.

The app asks users to film themselves for a few seconds (a video selfie). It allows to compare the person on the video with a picture of the user and ensure that it is the right person. This eliminates the risk of fraud.

Here are the steps to follow:

  1. After clicking on "Problems? Need help?", then "I've forgotten my password", the user is invited to read the instructions and recommendations, then click on "OK";
  2. User needs to authorize Lydia to access the microphone and camera if it is not already done;
  3. The video then starts. The user must perform the movements requested, showing his or her face as clearly as possible;
  4. Once done, the user can choose to redo the video (starting again at the previous stage) or send it to Lydia.

Once sent, our advisors will analyze the video manually.

How long does it take?

Our advisors watch very carefully every video so it can take between a few minutes to 48 hours.

What happens when the video is approved?

As soon as an advisor approves the video, the user will receive an email with a link.

The user has to click on the link with the same phone used to make the request.

What happens when the video is not approved?

For your account safety, the video may not be approved:

  • if the quality is poor
  • if the resemblance is not convincing

The reason is specified in the email received by the user. The user is then invited to try again.

How Did We Do?
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