It's no secret that we take security very seriously at Screenly, and that this is a part of our identity as a secure digital signage company. This also extends past our secure software, robust hardware and hardened infrastructure, and reaches deep into user management. The following guide is for users where:
- The account owner is no longer at the company, and you do not have access to their email inbox.
- You no longer have access to your 2FA device, and have lost your backup codes.
- The owner's email address needs to be updated because of a domain change, and you no longer have access to the old email.
In all of these cases, this will trigger our security process to recover your account so that you can regain access.
For security reasons, this process takes between 2-5 days on average to complete, but there is no maximum allotted time frame if something just doesn't feel right. Opening multiple support requests will not expedite this time. We understand any delay is inconvenient, but this is extremely important so that Screenly can help keep your account information safe and secure.
Note that after you start your account recovery, if Screenly notices any owner account activity during this time then your request will be automatically rejected and closed. All communication must be done via the support ticket you opened, and this is where we will post all updates.
If you are having one of these issues, please reach out to our support team here with the subject "Owner Account Recovery Needed", and our team will assist you with the recovery process.