Last update:
DBIC during username recovery of an existing account
Aug 21, 2026
The following procedure describes the DBIC flow of a username recovery for an existing account with a registered email address and phone number.
- On the portal, tap Forgot username. Reset your password screen appears.
- Tap Recover my account. Let’s find your account screen appears.
- Enter the details in the First name, Last name, Email, and Date of birth MM-DD-YYYY boxes, and then tap Continue.
Note: A registration email with a 6-digit code is sent to the email address for verification. - In the Enter the 6-digit code box, enter the code, and then tap Continue. Enter a phone number you can access screen appears.
- In the Phone number box, enter the phone number along with the country code, select the appropriate country code from the dropdown list. For example, +1 XXX-XXX-XXXX.
- Tap Text me or Call me instead.Note: Based on the selected method, the user will receive a text message or a phone call with the 6-digit code.
- In the Enter the 6-digit code box, enter the code, and then tap Continue.
- The Document-based Identity Confirmation process begins, for more information, see DBIC during account recovery.
- After the user has completed the DBIC verification, the user is directed to Account recovered screen, tap Continue. The Change your password screen appears.
- Enter a new password in the New password and Confirm password box, and then tap Continue. The Sign in to your account screen appears.
- In the Email or username box, enter the registered email address or username.
- In the Password box, enter the new password, and then click Continue. The user is signed into the portal.
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