Forgotten password or locked out of your account

This article covers the three common account-access issues, in order of frequency.

Standard password reset

1. Go to app.fotowall.io and click Sign in.
2. Click Forgot password? under the password field.
3. Enter your email. We send a reset link within a minute (check spam if it’s slow).
4. Click the link, set a new password, sign in.

The reset link expires after 1 hour. Request a new one if it expires.

Locked out from too many attempts

After 5 failed sign-in attempts within 15 minutes, the account is locked for 30 minutes. This is automatic anti-abuse protection.

The lock releases on its own after 30 minutes. There is no escalation path to bypass the lock — not even from our support team. If your event is in 30 minutes and you’re locked out, the right move is to ask a teammate (any other admin or moderator on the account) to handle moderation until your lockout clears.

This is why we recommend always having at least two admin users on every account.

Lost access to your sign-in email

If the email address you used to sign up no longer works (you left the company, switched email providers, etc.) and there are no other admins on the account:

1. Email account-recovery@fotowall.io from the new address you want to use.
2. Include: the original sign-up email, your most recent invoice number, and a description of the events on the account.
3. We verify ownership manually. Expect 1-2 business days.

If there ARE other admins on the account, the faster path is: another admin invites you with a new email, then removes the old account.

What to do next

• Invite team members to add a backup admin so this never happens again.
• Roles and permissions explained to choose the right access level for backups.