# I can't access my email or my account anymore

What to do when you lost access to your email address, your password or your two-factor codes, depending on whether you can still sign in to Drime.

Updated: 2026-10-20  
Source: https://drime.cloud/support/account-and-settings/recover-your-account

Start from what you can still do: sign in to Drime, or not.

**Symptoms**

- You no longer have access to the email address of your Drime account.
- You forgot your password, and the reset email does not reach you.
- Drime asks for a two-factor code and you no longer have your authenticator app.

**Checks**

1. Can you still sign in to Drime somewhere: in your browser, on another computer, in the desktop or mobile app?
2. Do you still receive email at the address of your account?
3. Do you have your two-factor recovery codes?

**How to fix it**

### You can still sign in, but you lost your email address

Change the email address of your account now, while you are signed in: **Settings** \> **Account** \> **Email address** \> **Change email**. Drime sends a 6-digit code to the new address, valid 24 hours. See [Change your email address](https://drime.cloud/support/account-and-settings/change-your-email).

![The Change email form with the new address and current password fields](https://drime.cloud/media/01M5A9TXCW0WT3CWCQ6VVQDDWY/8bf9f3335bf9-web-settings-account-change-email.png)

### You forgot your password, and you still receive email

On the sign-in page, click **Forgot password?** and enter the email address of your account. The reset link goes to that address only. See [Reset a forgotten password](https://drime.cloud/support/getting-started/reset-your-password).

![The Forgot Password page with an email address typed in, before the request is sent](https://drime.cloud/media/01M59RRWWE8KJWP7WM38K9GB7T/20f2059415b6-web-login-forgot-password.png)

### You forgot your password, and you no longer receive email at that address

The reset link can only go to the address of your account, so you cannot reset the password yourself. Contact Drime by email at [contact@drime.cloud](mailto:contact@drime.cloud), and give the email address of your account.

### You lost your two-factor codes

On the code screen, click **Use a recovery code instead** and enter one of your recovery codes. Without any recovery code, contact Drime support: a Drime administrator can reset your two-factor authentication so that you sign in with your password and set it up again. See [I lost access to my two-factor codes](https://drime.cloud/support/security-and-privacy/lost-2fa-codes).

![The two-factor step of the sign-in page, with the link to use a recovery code instead](https://drime.cloud/media/01M5A9SKXJT0SCTMNPVPD4QXQJ/a0d2f5f8913f-web-login-2fa-step.png)

**Still stuck?**

When you are signed out, you cannot use the support form of the app: write to [contact@drime.cloud](mailto:contact@drime.cloud). Give the email address of your account and explain what you lost access to. Never send your password or your recovery codes.

## Before you lose access

While you can still sign in, two things keep your account recoverable:

- Keep your email address up to date. Password reset links only go to the address of your account.
- Save your recovery codes if you use two-factor authentication. Drime gives you 8 when you turn it on. To see them again, go to **Settings** \> **Security** \> **Two factor authentication** and click **Show recovery codes**: Drime asks for your password first. **Regenerate recovery codes** creates a new set, and the old codes stop working.

See [Turn on two-factor authentication](https://drime.cloud/support/security-and-privacy/two-factor-authentication).

## If it doesn't work

| What you see | What to do |
| --- | --- |
| **We can't find a user with that e-mail address.** | No account uses this address. Check for a typo, or try another address you may have used. |
| **This password reset token is invalid.** | The reset link expired after 60 minutes, or was already used. Request a new one with **Forgot password?**. |
| **This verification code has expired. Please request a new email change.** | The code for your new email address is valid 24 hours. Start the email change again. |
| **The password you entered is incorrect.** | When you change your email address, Drime asks for the password of your account. If you forgot it, reset it first. |
| **The new email must be different from your current email.** | Type the new address you want to use. |
| **This email address is already in use.** | Another Drime account uses this address. Choose another one, or [contact support](https://drime.cloud/support/getting-started/contact-drime-support) if it is yours. |
| **The verification code is incorrect.** | Copy the 6-digit code again from the latest email sent to your new address. |
| Your account was deleted | A deleted account cannot be restored. See [Can I get a deleted account back?](https://drime.cloud/support/account-and-settings/restore-a-deleted-account). |

## Next steps

- [Reset a forgotten password](https://drime.cloud/support/getting-started/reset-your-password)
- [I lost access to my two-factor codes](https://drime.cloud/support/security-and-privacy/lost-2fa-codes)
- [Change your email address](https://drime.cloud/support/account-and-settings/change-your-email)