Recover your account (lost 2FA device, lost email or hacked account)

Pick the section that matches your situation.

Lost your phone / authenticator app

  1. On the 2FA screen at login, choose to use a backup code instead.
  2. Enter one of the backup codes you saved when you set up 2FA.
  3. Once you're in, go to Settings, turn 2FA off and back on to link your new phone, then generate new backup codes.

No backup codes? Open a ticket (see below) for a manual identity check.

Lost access to your email

If you can still sign in, update your email address in your account settings first.

If you can't sign in, open a ticket - we'll verify you own the account before making changes.

Think your account was accessed by someone else

Do these straight away, in this order:

  1. Reset your password - this signs out other sessions.
  2. Check Settings - make sure 2FA is still on and there are no passkeys you don't recognise.
  3. Check Collab - remove any collaborators you didn't add.
  4. Check API - revoke any API keys you don't recognise.
  5. Change the password for your game panel at panel.ngpcloud.in too.
  6. Open a ticket so we can review recent activity with you.

Opening a recovery ticket

  1. Run /ticket in the NGP Cloud Discord and choose Technical Support.
  2. Tell us the email address on the account and what happened.
  3. Be ready to confirm ownership with details only the owner would know, such as a recent Invoice ID and its payment transaction ID.

Identity checks are manual and can take longer than a normal ticket. Keeping your backup codes safe is by far the fastest way back in.

Still stuck? Open a ticket on Discord - run /ticket in any channel, pick a department, and include your Server ID or Invoice ID so we can jump straight in.