Recover your account
We use your phone number to sign you in. If you lost your phone or changed numbers, our support team will move your account to your new number. Most requests are answered within 24 hours.
How recovery works
- Contact support. Open the chat with the button at the bottom right of this page, or email support@getbaselock.com with the subject "Account recovery". Tell us the old phone number on your account and your recovery email.
- We check it is you, through your recovery email. We email the recovery email on your account and you confirm from that inbox. It has to be a recovery email you verified in Settings. If your account has devices on it, we may also ask you the name of one.
- We move your account to your new number. We email you once it is done. From then on you sign in with the new number.
Without a verified recovery email we cannot move your account to a new number, because nothing else proves the account is yours. If your carrier can put your old number on a new SIM, you can sign in with it as before.
BaseLock will never ask you for a password, a sign-in code, or any card details, and we will never ask you to read a code back to anyone. For recovery we only ask for your old number, your recovery email, and, if you have devices, the name of one.