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

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

Users 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 user 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, users are asked to take a video selfie to recover their password. Fast and secure, this is the best way for Lydia 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 Lydia, then click on the button contained in the email ("Connect to Lydia") 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, users will need to repeat the operation.

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

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