Recover access when you cannot use your passkey

Use account recovery only when you cannot access any passkey registered to your Pleo account.

Contact your company admin first if you cannot use any registered passkey. If the admin cannot help, or no authorised admin is available, escalate to Pleo Support. 

Before starting recovery

If your passkey was synced, it may become available on a replacement device after you restore access to the same Apple, Google or third-party credential-manager account. Follow that provider's instructions; Pleo cannot recover its account for you. Device-bound passkeys do not automatically restore this way.

Check whether you can:

• Select Use another passkey
• Use a passkey synced through your device account or password manager
• Use a nearby device that holds a passkey

If none of these options is available, continue below.

Start recovery

1. First, determine which situation applies to you:
   • Employees and co-admins: Ask another administrator in your organisation to initiate a reset for you.
   • Sole administrators: If you are the only admin on your account, follow the instructions below.
2. Contact Pleo Support.
3. Explain that you no longer have access to any enrolled passkey.
4. Complete the identity and account checks requested.
5. When Support starts recovery, follow the Pleo verification instructions. Verification emails use a code, not a link.
6. Enter the emailed code on the Pleo recovery screen.
7. Enrol the new passkey yourself on your supported device; Support cannot create it on your behalf.
8. Confirm that you can sign in with the new passkey.

What happens to existing passkeys?

Existing passkeys for alternative devices will still work, passkey for the same device will no longer be active once a new one is created. If passkeys are synced across browsers (eg chrome) or devices (iphone/ipad) the same passkey will work

If you suspect an unauthorised passkey

Follow these account lock steps.

If your device does not support passkeys

Try a current browser, another supported device, or the latest Pleo app. If you have no supported device, contact Pleo Support to discuss whether an unsupported-device exception can be requested through the approved process. This is separate from recovery after losing access to registered passkeys. Do not assume approval or a self-service alternative.