Signing in, codes and two-step verification
Sign in at /account. Email verification codes are six digits and expire after 15 minutes. With two-step verification switched on you will need the code from your authenticator app, or one of your recovery passphrases.
Codes
Sign in at /account. An email verification code is six digits and expires after 15 minutes. If yours has gone stale, request a fresh one rather than retyping the old one - an expired code will never work, however carefully it is typed.
Two-step verification
Two-step verification uses an authenticator app, and takes about a minute to set up from your account page.
When you switch it on we show you a set of recovery passphrases. Each one signs you in once, they are shown at that moment and never again, and they are what gets you back in if you lose your phone. Save them somewhere that is not the phone.
At sign-in you can use either the six-digit code from your app or one of the recovery passphrases.
Resetting your password
Resetting a password does not switch two-step verification off. If you had it on before the reset, you will still need your authenticator app or a recovery passphrase afterwards.
We never store your password in a readable form - only a salted hash, which nobody here can read back.
The new-device warning
When you sign in we set a random device token in a security cookie, one for each account signed into on that browser. It is how we can tell you that your credentials have been used from a device that account has not used before.
If you get that warning and it was not you, change your password and press "Talk to a human" in live chat. The Cookie policy describes these cookies in full.
Two things you can do yourself, immediately
From your account page you can download a copy of your data and close your account, without asking anyone. The other rights in the Privacy policy - correction, restriction, objection - go to privacy@londonheroes.co.uk and are answered within one calendar month.
Common questions
My verification code has expired. What now?
I have lost the phone with my authenticator app.
Does resetting my password turn two-step verification off?
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