Signing in, passwords, and account recovery

This is a quick read on how authentication will work at Turtleway and what to do if you ever can't get in. Turtleway hasn't launched publicly yet, so the specifics below describe how things will work once the app is live.

How will I sign in?

You'll be able to sign in to the Turtleway mobile app using one of two options:

• Continue with Google. Your account is tied to your Google profile. There's no Turtleway password to manage. If you lose access to your Google account, you go through Google's recovery process.
• Email and password. A traditional sign-in: your account email plus a password you choose.

Changing your password

If you sign in with email and password, you can change your password at any time from inside the app. Choose a unique password you don't reuse anywhere else.

If you sign in with Google, your password is managed by Google and Turtleway never sees it.

Forgot your password?

From the sign-in screen, tap Forgot password?, enter the email on your account, and open the reset link we send you. Reset links expire after one hour. There's no limit on how many resets you can request.

What about two-factor authentication?

Two-factor authentication is available for email and password accounts only. If you sign in with Google, Turtleway does not add 2FA on top. Any second factor on your Google account is managed entirely by Google.

For email and password accounts, you'll be able to:

• Turn 2FA on or off from inside the app.
• Reset your 2FA factor from inside the app at any time, as long as you're signed in.

If you can't sign in because you've lost your authenticator, email us at support@turtleway.io and we'll reset 2FA for you after verifying your identity (see below).

I can't sign in. What do I do?

A few common situations:

• Forgot your password. Use the Forgot password? flow from the sign-in screen.
• Reset email didn't arrive. Check spam, then request a new link.
• Lost access to your email. Email support@turtleway.io from a contact address you can prove ownership of. We'll work through identity verification with you.
• Lost your 2FA device and can't sign in (email and password accounts only). Email us at support@turtleway.io from the address on your account. Since you can't file an in-app support ticket while signed out, email is the way in. After we verify your identity we'll reset 2FA so you can sign back in and set it up again.

What we'll never do

• We'll never email or message you to ask for your password or your 2FA code.
• We'll never ask you to install screen-sharing or remote-control software to "fix" a sign-in problem.

If you receive a message that does any of those things, treat it as phishing and report it to support@turtleway.io.