When upgrading or replacing your device, it's crucial to have a few pieces of information before handing over your old phone. Most importantly, be sure to:
Know your Username and Password for the account!
Suggested article: I forgot my username and/or password, how can I access my account?
If you do not know the password, and have both devices available, you can easily transfer your account over to the new device, using the Edge Login Scan feature. Here are the steps:
On the new device install Edge and tap on 'Already have an account? Sign in'
On the username & password screen, tap the small QR-code symbol near the bottom.
From the old device, log into your account & tap menu (≡) > Scan QR & then scan the Login QR that's on the new device. Tip: Now, you can easily set a new password by tapping on the "Security Check" notice and selecting: "I Forgot. Change Password"
If you do know your password, but do not have any device currently logged in, attempting to log in from an unrecognized device may cause a 7+ day security lock (see note below). This can be bypassed using the 2FA code for your account, which can only be obtained within your account settings while logged in.
A note on Edge's 2-Factor security system:
This is a security measure that's enabled by default and triggered when our servers detect a login from a new or unrecognized device (including if the app was deleted and reinstalled). This protects your account from unauthorized access, even if your login credentials are ever compromised!
For immediate access to your Edge account, you must either use the 2FA code (if you had it saved already), or a recognized device to permission the new device.
If you only have the one device, and did not make a backup of your 2FA code, then awaiting the 7+ days lock timer will be the only option. Now, if you haven't been logging into your account recently, it could have an extended lock timer that is intended to protect "dormant" accounts.
If you are seeing an unlock date that is much further than 7 days away, please navigate to this page to begin the manual authentication process and apply for a reduction of your lock timer:
You will need to answer some questions about your account creation and login activity. Because there is no personal information associated with your account, and we cannot see into the account, we will try matching up your provided answers with our login server records for the account.