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If you lose access to your Porto account, device, or need to restore your wallets, you have several recovery options available. The recovery method depends on what you’ve lost access to and your organization’s security configuration.

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Before you start

Wallet recovery requires secure verification of your identity. Depending on your situation:
  • Lost your phone but remember your password — Use the standard login and device recovery flow
  • Lost your phone and password — Contact your organization’s administrator for account recovery
  • Switching devices — Sign in on your new device and set up biometric authentication
  • Organization account recovery — Use the organization recovery document if your organization has set one up

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Recover your account

1

Try to sign in

Open the Porto app on any device (your new phone, a tablet, or a computer).
2

Enter your credentials

Use your email and password to sign in to your Porto account.
3

Verify your identity

Complete the identity verification flow — this may include:
  • Biometric authentication (Face ID or Touch ID) if enabled
  • A code sent to your email address
  • Security questions or recovery codes
4

Set up biometric authentication

Once logged in, set up Face ID or Touch ID on your new device to approve future transactions.
5

Restore your account access

Your wallets and vaults will automatically appear once you’re signed in and verified.
Your wallet data is backed up securely with Porto and can be restored to any authorized device. You don’t need to recreate your wallets or vaults.

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Forgot your password

If you forget your Porto password:
1

Tap forgot password

On the login screen, select Forgot password or Can’t sign in.
2

Enter your email

Provide the email address associated with your Porto account.
3

Check your email

Porto will send you a password reset link. Check your email (and spam folder) for the message.
4

Click the reset link

Open the email and click the password reset link.
5

Create a new password

Set a strong new password for your account.
6

Sign in with new password

Go back to the Porto app and sign in with your email and new password.

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Organization recovery document

If your organization has set up an organization recovery document, you can use it to recover access to your account and vaults in certain scenarios. Your administrator will provide you with this document. See Organization recovery document for details on how to use it.

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Biometric authentication recovery

If you’re signed in to Porto but your biometric authentication isn’t working:
  1. Try again — Sometimes biometric authentication fails temporarily due to sensor issues. Try a few more times.
  2. Use your password — If biometric authentication is disabled, you can always sign in with your email and password.
  3. Re-enable biometric authentication — Go to Settings > Security and set up Face ID or Touch ID again on your current device.

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Multi-device recovery

If you’re registered on multiple devices and lose one:
  1. Sign in on your remaining device — You can continue using Porto normally
  2. Remove the lost device — Go to Settings > Devices and remove the lost device from your account
  3. Set up biometric authentication — Ensure your remaining device has biometric authentication configured

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If you lose access completely

If you lose all access to your accounts and devices:
  1. Contact your organization’s administrator — They may be able to help recover your account or reset your access
  2. Use the organization recovery document — If available, this document can help restore access
  3. Provide identity verification — You may be asked to verify your identity through additional means (email verification, security questions, official ID verification)

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Best practices for avoiding recovery issues

  • Write down your password — Store it securely in a password manager (like 1Password, Bitwarden, or Dashlane)
  • Back up recovery codes — If your organization provides recovery codes, store them in a secure location separate from your device
  • Keep your email secure — Password resets are sent to your email, so protect your email account with a strong password and 2FA
  • Save the organization recovery document — If provided, keep it in a safe place (printed or securely stored digital copy)
  • Enable biometric authentication — It’s the fastest way to access your account and recovery on a new device