Access recovery

Recovery goes through the "Security" section in the support bot: "My Telegram was hacked", "No access to Telegram", "Lost my phone or computer", "My account was hacked", "No access to email", "Lift the freeze early", "Other". You enter confirmation codes in the bot's form — the support agent does not see them.

Lost Telegram. Write to support from a new Telegram account that has no Profit Cloud data: do not link an email from it and do not sign in before the move. The move takes place after 24 hours; the previous Telegram and the email receive a warning. Only support can cancel the move. After the move, app sessions are ended; all account data remains.

Lost phone with the authenticator. If the authenticator key is saved, add it to the authenticator app on the new phone. "Move to a new phone" in the app requires a code from the current authenticator. There are no backup codes: without the key, support resets the authenticator, you get a notification and connect it again — not during a freeze.

No access to email. An email change through support takes place after 24 hours, with a notification to the previous address; the new address is confirmed with its own code.

Lost or stolen device. The app on it is locked with the passcode. End its session in the session list on another device or in the bot. If you have another device with the app, disconnect the lost one via "Security → Devices → Disconnect" and re-sign the bundles it signed. If not, the connections added from it can no longer be signed: close the positions, delete those API keys on the exchanges and add the connections again from a new device.

Reinstallation. Reinstalling the app keeps the passcode, sessions and device key. Reinstalling the system or a new device means a new device for Profit Cloud: sign in, set a passcode, then approve it from the previous device or add the connections again.

Forgotten passcode — "Sign out" on the passcode screen and sign in again. Support does not reset the passcode and never asks about it.

Support never asks you to tell them codes, email or Telegram passwords, the Telegram SMS code, a seed phrase, an API key secret or the passcode; does not change anything at a request made in a chat; does not send a code to an address named in a chat; does not promise compensation. All support actions go into the Security log marked "support" and come with notifications.