Locked Out? Your Trusted Contact Lets You Back In

An owner chooses a trusted contact who can let them back in after speaking to them, with two PINs over the phone or a code and four digits in person; staff ask their owner the same way. Afterwards email and phone are frozen for seven days.

Your password (or a code to your email) is step one. The second check, a passkey, an authenticator app or a security key, is step two. Lose step two and someone who knows you can stand in for it, once, after speaking to you. Nobody at Crossroad Sellers can: there is no off switch, on purpose.

Who can let you back in

Owners choose a trusted contact: Security → Getting Back In → Choose Someone. The page says what they can and cannot do (approve your recovery after speaking to you; never sign in as you or see your money), asks for their email, and then shows We've Asked (name): they have seven days to accept, you are emailed either way, and it is worth telling them it is coming so the email does not look like a scam. They need a Crossroad Sellers account with two ways to sign in of their own; the invitation on their Security page opens Be (your name)'s trusted contact?, which says whether they are ready (two ways to sign in) and has Accept and No Thanks. Only you can choose, change or remove them.
Staff ask an administrator of their house: the owner is every staff member's contact automatically, from the Team page (Help Them Back In).
Nobody yet? Ask for a reset and a person on our team calls you back.

Changing your contact

Choosing someone else while you already have a contact does not swap them at once. The new person accepts, and then takes over seven days later; until then the current contact still applies. Getting Back In shows a Details link to the Changing Your Trusted Contact page: who is your contact now and until when, who takes over and from when, Cancel the Change if you changed your mind, and I Didn't Ask for This, Stop It if you did not start it, which ends it and emails you what to do next (change your password, sign out everywhere else). The wait, and the email you get when the new person accepts, are what stop a thief who is in your account from quietly making a friend of theirs your contact.

Over the phone: the two PINs

On the second-check screen, press I can't use any of these → Ask (name) to approve.
Your screen shows PIN 1. Call them and read it out.
They open Security → Getting Back In → Enter a PIN in their own account. The page already shows what they are approving (your name, when and roughly where it started, and for staff how many resets this month), with a box for PIN 1 and a tick that they have spoken to you themselves; Approve and Show PIN 2 wakes only once the tick is in. This Isn't Right stops it and emails you, if something about the request feels wrong.
Their screen shows PIN 2. They read it to you; you type it on the screen you started from. You're back in.

Both PINs last ten minutes and work once. Three wrong tries cancel it. The approval cannot come from the browser you started on, or from the same internet connection; if you are together, use the in-person way instead.

In person: the code and four digits

Press (name) is here with me. Your screen shows a square code.
They scan it with their phone's ordinary camera app. It opens login.crossroadsellers.com in their account; if anyone else scans it, they see "This isn't for you" and you are told.
The moment they open it, your screen changes to four big digits that change every 30 seconds (they turn red for the last ten seconds, with a countdown). They type the digits they see on your screen and tick that you are there with them.
Your screen says You're back in. Everything lasts two minutes; three wrong tries cancel it.

With your ID instead

Owners, and bidders who have already verified their identity, may see Verify with your ID as a way back in (once the platform offers it). A fresh photo of your ID and a selfie on the processor's page, about two minutes, free to you. It has to show the same name and date of birth as the identity already on file for your account; we never see or keep the document. Three checks a day at most, and two recoveries this way in thirty days on your own; after that a person on our team helps on a call. Afterwards, for seven days, the settings a thief would change first stay locked (payout account, contact details, ways to sign in, the team, downloads, publishing), and everyone with a role at your house is told.

Afterwards

Every other browser and phone is signed out. For seven days your email address and phone number cannot be changed, so every alert keeps reaching you. You get an email saying exactly how you got back in, with This wasn't me if it was not you; your contact gets one too. First thing: add a new way to sign in under Security → Ways to Sign In.