How to Regain Admin Access if You Forgot Your Password or Lost Your 2FA Method

Written By Blessed Patrick

Last updated 12 days ago

If you can’t sign in to your UGMail Admin account because you forgot your password or lost access to your two-factor authentication (2FA) method (such as an authenticator app, passkey, recovery email, backup codes, or other verification methods), you can request secure recovery through our official process.

This article explains how to submit an Admin Account Recovery request and what to expect.

1. Getting Started

To recover your Admin account credentials, you must complete our official Admin Account Recovery Form:

Recovery link: Click Here

Use this form if you:

  • Forgot your Admin password

  • Lost access to your 2FA method (authenticator app, passkey, backup codes, etc.)

  • No longer have access to your recovery email

  • Cannot complete normal sign-in verification

If you are unable to access or complete the form for any reason, contact the UGMail Support Team immediately for assistance.

2. Step-by-Step Guide

Step 1 — Visit the Account Recovery Page

  1. Open a secure browser window.

  2. Go to the official Admin recovery page: Click Here

Step 2 — Complete the Recovery Form

Fill in all requested information as accurately and completely as possible. This helps us verify that you are the legitimate owner or authorized Admin of the account.

You may be asked to provide:

Account Information

  • Full name
    The legal name associated with the account or subscription.

  • Account email address
    The primary email address you use to sign in to UGMail.

  • Admin or Postmaster email address
    The Admin or Postmaster address associated with your domain (for example, admin@yourdomain.com or postmaster@yourdomain.com).

  • Initial domain associated with the account
    The first domain you added or used when setting up your UGMail account.

  • Transaction ID for the most recent payment or subscription
    The payment reference or transaction ID from your latest invoice or billing receipt.

  • Last four (4) digits of the payment method used
    The last four digits of the card or payment method used for your UGMail subscription.

  • Recovery email address
    An email address where we can safely contact you and send:

  • Recovery instructions, or

  • A temporary password, if you no longer have access to your primary email.

Ensure that this recovery email is active and that only you (or your authorized team) can access it.

Step 3 — Identity Verification

To protect your account from unauthorized access, UGMail may require additional identity verification after you submit the form.

This may include:

Facial Verification

  • Facial verification or live facial capture
    You may be asked to complete a live selfie or facial capture using your device’s camera. This helps confirm that you are a real person and match the identity documents you provide.

Government-Issued Identification

You may be asked to upload clear images of one or more of the following:

  • National ID

  • Passport

  • Refugee ID

  • Driver’s License

  • Equivalent government-issued identification documents

Make sure that:

  • All details are clearly visible (name, photo, date of birth, document number, and expiry date).

  • The document is valid and not expired.

  • The image is not edited, cropped in a misleading way, or obscured.

3. Why This Information Is Required

The information you provide is used solely to verify that the recovery request is legitimate and that you are authorized to access the account.

Specifically, it helps us:

  • Verify ownership of the account
    Match your details with the information on file for the Admin account.

  • Confirm payment association
    Ensure that the person requesting access is associated with the payment method or subscription used for the account.

  • Validate domain ownership
    Confirm that you are an authorized Admin for the domain(s) linked to the UGMail account.

  • Identify legitimate account activity
    Distinguish genuine recovery attempts from fraudulent or unauthorized access attempts.

Identity verification (including facial verification and ID documents) is required to confirm that you are the real owner or an authorized user of the account, especially when normal sign-in and 2FA methods are unavailable.

4. Important Notes and Requirements

To ensure a smooth and secure recovery process, please make sure that all information and documents you submit are:

  • Accurate – Match your real details and the information on your account.

  • Truthful – Reflect your actual identity and account usage.

  • Complete – Include all requested fields and documents.

  • Directly associated with the affected account – Use the same domain, payment method, and contact details as possible.

Providing:

  • False information

  • Misleading or inconsistent details

  • Impersonation attempts

  • Forged or altered documents

  • Incomplete or unclear submissions

may result in:

  • Delayed processing of your request

  • Denial of the recovery request

  • Permanent account restrictions or loss of access

  • Legal action, where necessary, in cases of fraud or abuse

UGMail may also request additional verification or supporting information if the initial details are not sufficient to securely confirm your identity or account ownership.

5. Security and Privacy Commitment

UGMail is committed to:

  • Protecting customer accounts from unauthorized access

  • Safeguarding your personal data and privacy

  • Maintaining the security of our infrastructure

  • Providing secure and reliable recovery options for legitimate users

All recovery requests are handled with strict security controls and are reviewed to ensure that access is only restored to verified, authorized users.