What do you need?
To reset your 2FA, you need a valid identification document. This can be your passport, ID, or driver's license.
Step 1: Create a video
Open the camera on your computer or phone with the selfie function. Make sure your face and identification document are clearly visible. Start recording the video and say the following sentence, replacing the words in red with the correct information:
"Today DD-MM-YYYY, I, (name), request a 2FA reset for my Novelist account registered with the email address: janjansen@janjansen.com. I am aware of the risks and confirm that this is my own action."
Step 2: Review the video
Ensure the video meets the following requirements:
- Your face is clearly visible.
- The identification document is clearly readable.
- The spoken sentence from the previous step is audible and includes the current date, your name, and the correct email address.
Step 3: Send the video
Send the video to contact@getnovelist.nl with the subject: "Account 2FA reset request."
Important: Use a WeTransfer or Google Drive link to share the video. Make sure you generate the link yourself and do not send the video directly via WeTransfer or Google Drive.
Important: Send the email with the generated link from the same email address linked to your account.
Step 4: Set up a new Two-Factor Authentication (2FA) for your account
You will receive a notification once our support team has approved your request. Log in to your Novelist account and set up a new 2FA. Since an account without 2FA is unprotected, we recommend doing this as soon as possible. Always store your recovery code in a secure place.
Important: Deletion of videos
We want to clearly inform our customers that all videos sent to us for the FA reset request are immediately deleted after the request has been processed.