Recovering access to your account

This page covers what to do when you cannot sign in — whether you forgot your password, lost your MFA device, or are locked out as the only owner of an account.

Forgot password

PassPort handles password resets:

  1. Visit https://auth.flexgalaxy.ai/console.

  2. Click Forgot password under the password field.

  3. Enter your email address. PassPort sends a reset email through the platform email gateway.

  4. Open the email and click the reset link. The link is single-use and expires after a short window (typically 1 hour).

  5. Choose a new password that satisfies the password rules shown on the screen.

  6. Sign in normally with the new password.

If the reset email does not arrive, check your spam folder first. If it is still missing after 15 minutes, the email address may not match the one DotID has on file — contact your account administrator to confirm.

Lost MFA device

What to do depends on whether you set up a backup factor.

You registered a backup factor (recommended setup) Sign in with your password, then choose Try another method when the MFA prompt appears. Pick your backup factor (typically a TOTP code from your authenticator app), enter it, and sign in. Once inside, immediately enroll a replacement primary factor and remove the lost one.

You only had one factor You need administrative help to reset your MFA. The procedure depends on who you are:

  • Locally managed workforce users — contact an authorized Organization administrator. They can reset your password, remove an MFA device, or require fresh enrollment from Identity Center.

  • Externally managed workforce users — use your identity provider’s recovery process. DotID shows provider ownership and does not reset that provider’s password or MFA.

  • Account root users — contact FlexGalaxy support. Only platform operators can reset MFA for a root user.

While you wait, do not try to use the same MFA device — even if you find it again, the platform-managed reset will replace it.

Locked out as the only root user

If you are the only owner of an account and have lost both your password and your MFA factors, only FlexGalaxy support can help. Contact your platform-support channel and identify yourself with whatever out-of-band evidence the support team requests. Recovery requires a verified support ticket — there is no self-service path. This is intentional: an attacker who could self-recover a root account could take over the entire account.

I need to recover an account I am administering

If you are an Account root user or administrator with Organization access and one of your locally managed workforce users is locked out:

  1. Sign in, select the Organization’s management Account, and open Identity Center → Users.

  2. Open the workforce user’s detail page. For a locally managed user, choose Reset password, remove the affected MFA device, or require a fresh allowed MFA enrollment.

  3. Verify the user’s identity out of band (video call, in-person, or via another trusted channel) before sending the reset.

  4. The user receives a notification when the operation completes and, when required, re-enrolls an allowed factor at next sign-in.

If Identity Center marks the user as externally managed, perform recovery in the named identity provider. DotID intentionally presents those controls as read-only.

If you yourself are the only root user, you cannot recover yourself — see “Locked out as the only root user” above.

Operators

If you are a platform operator running these recovery procedures on behalf of users, the internal procedures live in the insider runbooks at https://insider.flexgalaxy.ai/dotid/ (authentication required).