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Safety

Account recovery

Last updated

If you can't get into your account, or you think someone else has, this page walks you through getting back in and securing it again. Work through the section that matches your situation.

I forgot my password

  1. Go to the Asterune sign-in page and select Forgot password?
  2. Enter the email address on your account
  3. Check your inbox for a password reset link and follow it to set a new password

The reset link is sent only to the email address registered on the account, which is one reason it's important to keep a verified email on file. If you don't receive the email within a few minutes, check your spam folder and confirm you entered the correct address.

I lost my two-factor authentication device

If you've enabled two-factor authentication and no longer have access to your authenticator app or passkey:

  • Use another enabled method. If you've set up more than one method — for example a passkey and an authenticator app, or Email OTP — sign in with one of the others, then update your two-factor settings from Settings → Security. This is exactly why we recommend enabling more than one method
  • Locked out of every method? Contact Solarius support from the email address on your account. To protect you, we may ask you to verify ownership of the account before removing two-factor authentication — in some cases this includes identity verification

I can't access my email address

If you've lost access to the email account linked to your Asterune profile, you won't be able to receive a password reset. Contact Solarius support and explain the situation. We'll help you verify that the account is yours through other means before updating the email on file.

I think my account has been compromised

If you notice unfamiliar changes, unexpected purchases, messages you didn't send, or you've been signed out unexpectedly, act quickly:

  1. Reset your password using the steps above. Choose a new, unique password you haven't used before
  2. Sign out all other sessions from Settings → Sessions (use Sign out everywhere) to immediately revoke access from any device you don't recognise
  3. Check your security settings — confirm the email address, phone number, and any recovery options haven't been changed. Attackers often change these to lock you out
  4. Enable two-factor authentication if you haven't already, ideally a passkey or authenticator app
  5. Review your billing for any purchases you didn't make. If you find unauthorized charges, see Chargebacks and fraud
  6. Contact us at Solarius support so we can review the account, help secure it, and look into any activity that took place while it was out of your control

If you can no longer sign in at all because the attacker changed your password and email, contact Solarius support directly and we will work with you to verify ownership and restore access.

After you regain access

Once you're back in, take a few minutes to harden your account so it doesn't happen again:

  • Make sure two-factor authentication is on, ideally with more than one method enabled so you have a backup
  • Review the Account security checklist
  • Learn to spot the scams that lead to compromised accounts in Scams and phishing

Remember that Asterune staff will never ask for your password, 2FA codes, or recovery codes. Most compromised accounts are the result of those details being shared with a scammer.

Getting help

For any account access problem, contact us at Solarius support with the email address on your account and as much detail as you can about what happened. For urgent safety concerns, you can also reach our team at safety@solarius.me.