Get back into your account

A forgotten password, a lost authenticator, a new email, a new book owner or an account deleted by mistake: each has a way back. Soluta changes an account only after verifying that the request comes from the right person.

Forgot your password

  1. On the Sign in page, click Forgot your password? and enter your account email. Soluta sends a one-time reset link.
  2. If the page says automatic reset is not available yet: email info@soluta.vn from your account's email address. Once verified, Soluta sends you a one-time reset link.

If you sign in with Google, click Sign in with Google; no password is needed. In case you lose your Google account: set a password as well in Settings › Security.

Lost two-step verification

  1. At the 6-digit code step, enter a recovery code instead of the code from your phone. Each code works once.
  2. Once signed in, go to Settings › Security to set up two-step verification on your new device and create a new set of recovery codes.
  3. Lost both your phone and your recovery codes: email info@soluta.vn from your account's email address, without attaching identity documents. Soluta will arrange to check the legal representative's identity documents (a video call with our data protection officer), or accept confirmation from another owner or chief accountant of the book.
  4. After verification, Soluta waits 72 hours before turning two-step verification off. Members of your books see a notice on their Overview. Sign in again and turn two-step verification back on straight away.

Scan the code with two apps (your phone and a backup device), and keep your recovery codes somewhere other than your phone.

Change your account email

  1. Email info@soluta.vn from your current account email, giving the new address.
  2. Soluta verifies and makes the change. From then on you sign in with the new email; your books, roles and plans stay the same.
  3. No longer have access to the old email: write to info@soluta.vn from the new one, without attaching identity documents. Soluta will arrange to check the legal representative's identity documents (a video call with our data protection officer), or accept confirmation from another owner or chief accountant of the book. After verification, Soluta waits 72 hours before making the change; members of your books see a notice on their Overview.

Transfer book ownership

  1. Invite the new owner to the book first, if they are not a member yet.
  2. The current owner emails info@soluta.vn from their account's email address, giving the company name, tax code and the new owner's email. Soluta verifies and transfers.
  3. If the only owner can no longer be reached: the company's legal representative emails info@soluta.vn with the tax code and the email of the new owner, without attaching identity documents. Soluta will arrange to check the legal representative's identity documents (a video call with our data protection officer); this check is required here, and confirmation from other members of the book cannot replace it. After verification, Soluta waits 72 hours before making the change; members of the book see a notice on their Overview.

Deleted your account by mistake

  1. Within 30 days of clicking delete, sign in and click Cancel deletion, keep my account — your books, roles and plans stay the same.
  2. Claude/ChatGPT connections and API keys were revoked when you clicked delete; after cancelling, reconnect them once.
  3. After 30 days, the account is deleted permanently.

How Soluta verifies

  • A confirmation email to the account's address.
  • An appointment to check the legal representative's documents against the company's tax code, by video call with our data protection officer. Never send identity documents by email.
  • Confirmation from another owner or chief accountant of the same book.

Soluta never asks for your password, 6-digit code or recovery codes, by email, phone or any other way.