Recovering your Account

If you can’t remember your password or you have lost access to the device you registered for 2-step verification (two-factor authentication), this article can help you regain access to your account.

Instructions

Resetting a forgotten password

1. Visit the Pilot portal and click the Login button. In the login modal, click Forgot Password?

2. Follow the prompts to receive a password reset link by email. Be sure to enter the email associated with your Pilot account.

3. Open the email and find and click the Password Reset link or paste it into a browser.

4. On the Pilot Reset Password page enter a new password. A strong password must contain at least one of each of the following: upper case letter (A-Z), lower case letter (a-z), number 0-9, special character _ ! % & / ( ) = ? * + # , . ;

5. Click Reset Password. You can now use your new password to log into the portal or the Pilot command line interface.

Using a 2-step verification recovery code

Pilot requires 2-step verification (also known as two-factor authentication or 2FA) as an extra layer of security in addition to your password to reduce the risk of unauthorized access to your account. If you lose access to the mobile device with the one time password (OTP) app used for 2-step verification, you can either try using another device (if you have multiple devices registered), or use one of the recovery authentication codes you saved during your device setup.

1. During login, after entering your username and password, the One-time code prompt opens. If you don’t have your device, click Try Another Way.

2. In the next window, select the option Recovery Authentication Code. At this point, you will need to access the list of twelve codes you saved during 2FA setup.

3. At the “Recovery code #__” prompt, enter the corresponding recovery authentication code number from your saved list of 12 codes. Each time you use a code, the next attempt will advance to the next numbered code from the list.

4. If the code is accepted, your login session will succeed and you’ll be directed to the portal. If desired, you can open your account profile and add another 2-step verification device.

5. If the code is not accepted, check the device name and confirm you are using the correct device. If you still encounter problems, please contact Support.

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