> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getkardy.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Recover access to your wallet

> Find the correct account and reset a forgotten password without losing sight of existing memberships.

If memberships are missing, first check the signed-in account. Creating another
account does not bring your old memberships across.

<Steps>
  <Step title="Check the account">
    Use the email associated with your existing Kardy memberships.
  </Step>

  <Step title="Reset a forgotten password">
    Choose **Forgot password** on the sign-in page. Enter your own email and
    complete the verification and reset steps yourself.
  </Step>

  <Step title="Sign back in">
    Open the wallet with that account and check for the expected brand.
  </Step>

  <Step title="Ask for help if it is still missing">
    Contact [Kardy Support](https://getkardy.com/support) with the affected
    brand and error message.
  </Step>
</Steps>

**Done when:** you can sign in and find your existing memberships. If you cannot
access the verification email, ask Support rather than creating duplicate accounts.

If signup says your email already exists, choose **Sign in** instead. Your
consumer and merchant access use the same Kardy account. That message does not
mean a business workspace has already been created.

If sign-in succeeds but Kardy asks you to complete your details, your account is
not lost. Finish the [personal profile step](/customer-journey/account#complete-your-details-before-using-the-wallet)
to continue to your wallet. Do not create a replacement account.

Store staff should never request your password, verification code, reset link or
email-account access. Do not include private QR screenshots in support requests.