Account Recovery

Forgot your Balance password? This guide will help you regain access to your account safely and securely.

Password Reset Process

Quick Overview

1. Request reset - Click “Forgot Password?” on login screen
2. Receive code - Check email for 6-digit verification code
3. Enter code - Input code in Balance
4. Create new password - Must meet security requirements
5. Log in - Use new password to access account

Time required: 5-10 minutes
What you’ll need: Access to your registered email

Step-by-Step Password Reset

Step 1: Start Password Reset

From the login screen:

1. Open Balance app or go to app.balancebudget.app
2. Click “Forgot Password?” link below password field
3. Or tap “Forgot Password?” if you see it on the screen

[Screenshot: Login screen with “Forgot Password?” link highlighted]

Step 2: Enter Your Email

1. Enter your email address - The email you used to create your Balance account
2. Click “Send Reset Code”
3. Wait for confirmation - “Code sent to your email”

Important: Use the exact email address registered to your account. If you’re not sure which email, try all emails you commonly use.

Step 3: Check Your Email

1. Open your email inbox
2. Look for email from Balance:
   • Subject: “Reset Your Balance Password”
   • From: noreply@balancebudget.app or support@balancebudget.app
3. Find the 6-digit code - Numbers only
4. Note: Code expires in 15 minutes

Can’t find the email?

• Check spam/junk folder
• Check promotions tab (Gmail)
• Wait 2-3 minutes (emails can be delayed)
• Request a new code

[Screenshot: Example reset email with code highlighted]

Step 4: Enter Verification Code

1. Return to Balance
2. Enter the 6-digit code exactly as shown
3. Click “Verify” or “Continue”
4. Code accepted - Proceed to password creation

If code doesn’t work:

• Check you typed it correctly (no spaces)
• Ensure code hasn’t expired (15 minutes)
• Request a new code
• Use the most recent code if you requested multiple

Step 5: Create New Password

1. Enter new password
2. Confirm new password - Must match exactly
3. Requirements shown - See checkmarks turn green:
   • ✅ Minimum 8 characters
   • ✅ One uppercase letter
   • ✅ One lowercase letter
   • ✅ One special character
4. Click “Reset Password” or “Save”
5. Confirmation shown - “Password reset successful”

[Screenshot: Password creation screen with requirements]

Step 6: Log In With New Password

1. You’re redirected to login screen
2. Enter your email
3. Enter your NEW password
4. Click “Log In”
5. Success! - You’re back in your account

Note: If you had biometric login enabled, you’ll need to set it up again.

Troubleshooting

Reset Email Not Arriving

Problem: Didn’t receive the password reset email

Solutions:

1. Wait 5 minutes - Sometimes emails are delayed
2. Check spam/junk folder - May be filtered
   • If found, mark as “Not Spam”
3. Check promotions (Gmail) - May be in Promotions tab
4. Verify email address - Make sure you entered it correctly
5. Check email storage - Full inbox might reject emails
6. Request new code - Try sending again
7. Try different email - If you have multiple emails
8. Contact support - support@balancebudget.app after 15 minutes

Email provider issues:

• Some email providers aggressively filter automated emails
• Corporate/work emails may block external emails
• Add support@balancebudget.app to your contacts
• Check with your IT department if using work email

Verification Code Issues

Problem: Code not working or expired

Solutions:

Code expired:

• Codes expire after 15 minutes for security
• Request a new code
• Use new code within 15 minutes

Invalid code error:

• Double-check you typed it correctly
• Don’t include spaces before or after
• Use the most recent code if you requested multiple
• Try copying and pasting from email
• Request a new code if still not working

Multiple codes received:

• Use ONLY the most recent code
• Previous codes are automatically invalidated
• Check email timestamps

Can’t Remember Email Address

Problem: Don’t know which email you used

Solutions:

1. Try all your email addresses - Common personal/work emails
2. Check email history - Search for “Balance” or “balancebudget”
3. Check browser autofill - May remember the email
4. Ask your partner - If budgeting together
5. Contact support - support@balancebudget.app
   • Provide: Name, approximate signup date, bank names
   • We’ll help verify your identity

New Password Won’t Save

Problem: Error when trying to save new password

Solutions:

Password requirements not met:

• Check all requirements have green checkmarks
• Minimum 8 characters
• One uppercase, one lowercase
• One special character (!@#$%^&*)

Passwords don’t match:

• Confirm password must match exactly
• Check for typos
• Copy and paste to ensure match

Using old password:

• Cannot reuse your current password
• Create a completely new one

Technical error:

• Refresh the page
• Try different browser
• Clear browser cache
• Use mobile app instead of web (or vice versa)

Locked Out Completely

Problem: Cannot access email or remember any details

Solutions:

1. Email support - support@balancebudget.app

2. Provide information:

   • Full name
   • Any email addresses you might have used
   • Approximate account creation date
   • Connected bank names
   • Last transaction you remember
   • Any other identifying information

3. Identity verification:

   • We’ll ask security questions
   • May require photo ID
   • Verify account ownership
   • Process can take 1-3 business days

4. Account recovery:

   • Once identity verified, we can:
   • Update your email address
   • Send password reset to new email
   • Help you regain access

Note: This process takes longer for security reasons. We must verify you own the account to protect your financial data.

Security During Password Reset

What Balance Does

Email verification:

• Reset code sent to registered email
• Proves you control the email account
• Short expiration prevents code theft

Code requirements:

• Random 6-digit code
• Expires after 15 minutes
• Single use only
• Cannot be guessed

Password requirements:

• Same strong password rules apply
• Cannot reuse current password
• Must meet all security criteria

Automatic logout:

• All devices logged out after password reset
• Prevents unauthorized access
• Must log in again on all devices

What to Watch For

Unexpected reset emails:

• If you receive a password reset code you didn’t request
• Do NOT use the code
• Someone may be trying to access your account
• Change your password immediately (start your own reset)
• Contact support@balancebudget.app

Phishing attempts:

• Fake emails pretending to be Balance
• Asking you to click suspicious links
• Requesting personal information

Legitimate Balance reset emails:

• ✅ Come from @balancebudget.app
• ✅ Contain only a 6-digit code
• ✅ Don’t ask for personal info
• ✅ Don’t contain suspicious links
• ✅ Don’t create false urgency

If suspicious:

• Don’t click links in email
• Go directly to app.balancebudget.app
• Contact support@balancebudget.app

After Password Reset

Immediate Actions

1. Log out all devices:

   • Happens automatically
   • Log back in on devices you use
   • Don’t save password on shared devices

2. Enable biometric login:

   • Set up again on mobile devices
   • More secure than typing password
   • How to enable biometric login →

3. Update password manager:

   • Save new password in password manager
   • Delete old password entry
   • Sync across devices

4. Check account activity:

   • Review recent transactions
   • Check bank connections
   • Look for unauthorized changes
   • Verify budget modifications

Prevent Future Lockouts

Remember your password:

• Use password manager (recommended)
• Write it down (paper only, stored securely)
• Use memorable passphrase method
• Create strong passwords →

Keep email accessible:

• Remember your email password
• Enable 2FA on email account
• Keep email recovery options updated
• Don’t let email account expire

Update contact info:

• Keep email address current in Balance
• Verify email is monitored
• Add email to safe senders list

Security Review

After password reset, consider:

1. Why did you forget?

   • Password too complex to remember?
   • Not using password manager?
   • Too many different passwords?

2. Improve password management:

   • Start using password manager
   • Use biometric login on mobile
   • Create more memorable passwords
   • Password best practices →

3. Check other accounts:

   • If you reused this password elsewhere (bad!)
   • Change those passwords too
   • Use unique password for each site

Special Scenarios

Shared Account (Couples)

If one partner forgot password:

• Other partner can log in
• View the registered email
• Help request reset code
• Read code from shared email
• Reset password together

Best practice for couples:

• Both partners remember password (different methods)
• Store in shared password manager vault
• Each partner uses biometric on their device
• Keep email accessible to both

Selling or Giving Away Device

Before transferring device:

1. Log out of Balance
2. Delete Balance app
3. Remove saved passwords from browser
4. Disable biometric login first
5. Factory reset device

Don’t need to reset password unless you think the other person knew it.

Lost or Stolen Device

If device lost/stolen:

1. Use Find My Device to remotely lock/wipe
2. Log in from another device
3. Change password if you think it was compromised
4. Review account for unauthorized activity
5. Disable biometric on lost device (automatic if wiped)

Your data is safe:

• Data not stored on device
• Everything synced to cloud
• Log in from new device
• All your data will be there

Deceased Account Holder

If account holder passed away:

1. Email support - support@balancebudget.app
2. Subject: “Deceased Account Holder”
3. Provide:
   • Account holder’s name
   • Your relationship
   • Death certificate (may be required)
4. Account options:
   • Transfer to surviving partner
   • Delete account
   • Export data

We handle these situations with sensitivity and respect.

Prevention Tips

Avoid Getting Locked Out

Good habits:

• ✅ Use password manager
• ✅ Enable biometric login
• ✅ Keep email accessible
• ✅ Update email if it changes
• ✅ Test password occasionally
• ✅ Write backup password securely

Avoid:

• ❌ Using passwords you’ll forget
• ❌ Changing password too frequently
• ❌ Ignoring password manager recommendations
• ❌ Using abandoned email accounts
• ❌ Never testing your password

Email Account Security

Your email is your account recovery method:

Secure your email:

• Strong, unique password
• Enable 2FA on email
• Keep recovery options updated
• Monitor for suspicious activity
• Don’t let account expire

Without email access:

• Cannot reset Balance password
• Recovery process much slower
• Requires extensive identity verification

Common Questions

Q: How long does the password reset process take?
A: 5-10 minutes if you have email access. Longer if you need support help.

Q: Will I lose my data if I reset my password?
A: No! All your data is safe. You’ll see everything once you log back in.

Q: How many times can I request a reset code?
A: As many as needed, but only the most recent code will work.

Q: Can I reset my password from the mobile app?
A: Yes, password reset works the same on mobile apps and web.

Q: Will my partner be logged out when I reset the password?
A: Yes, all devices are logged out for security. Your partner will need to log in with the new password.

Q: Can Balance support reset my password for me?
A: No, for security reasons only you can reset your password through the email verification process. We can help troubleshoot if you’re having issues.

Q: What if I can’t access my email account anymore?
A: Contact support@balancebudget.app. We’ll need extensive identity verification to update your email address.

Q: Do I need to reconnect my bank accounts after password reset?
A: No, bank connections remain intact. Your password change doesn’t affect bank connections.

Q: Is there a limit on failed password reset attempts?
A: No specific limit, but multiple failures may trigger additional security checks.

Getting Additional Help

Contact Support

When to contact support:

• Reset email not arriving after 15 minutes
• Can’t access registered email account
• Code not working after multiple attempts
• Forgot which email you used
• Need email address updated
• Unusual error messages

How to contact:

• Email: support@balancebudget.app
• Include:
  • Description of the problem
  • What you’ve already tried
  • Any error messages
  • Your registered email (if known)
  • Screenshots (helpful but not required)

Response time:

• Typically within 24 hours
• Faster during business hours
• Slower on weekends/holidays

Before Contacting Support

Try these first:

1. Wait 5 minutes for email
2. Check spam folder
3. Request new code
4. Try different browser
5. Clear browser cache
6. Try mobile app instead of web

Next Steps

Now that you have access:

• Change Your Password Regularly - Keep account secure
• Password Best Practices - Create memorable passwords
• Enable Biometric Login - Avoid password typing
• How Balance Keeps Data Safe - Our security measures

Need help recovering your account? Contact our team - we’re here to assist!