DeviceKey ties your two-factor authentication to your device. Certain actions can break this link and prevent the method from working correctly. This guide outlines the most common causes and the steps to restore access.
You have uninstalled and reinstalled the Young Platform app
When you uninstall the app, the cryptographic keys associated with DeviceKey are deleted from your device. Reinstalling the app does not restore them automatically.
What happens:
- DeviceKey will no longer be recognised as a valid authentication method at your next login.
How to proceed:
In this situation, you can use the backup method you set up previously, choosing between SMS or Google Authenticator depending on your initial choice.
Recovery procedure:
- Log in to your Profile using the backup method;
- Go to Access and security;
- Disable DeviceKey by selecting an alternative method;
- Re-enable DeviceKey following the steps in the initial setup guide.
Should you continue to experience difficulties, please contact the Young Platform support team to confirm your identity and restore access to your account.
Contact support following the instructions available in the Google Authenticator section of our Help Centre.
You have cleared the app data on Android
On Android, clearing app data (via the system Settings) deletes all local information, including DeviceKey's cryptographic keys.
What happens:
- The operation is equivalent to a full uninstall: DeviceKey will stop working.
How to proceed:
In this situation, you can use the backup method you set up previously, choosing between SMS or Google Authenticator depending on your initial choice.
Recovery procedure:
- Log in to your Profile using the backup method;
- Go to Access and security;
- Disable DeviceKey by selecting an alternative method;
- Re-enable DeviceKey following the steps in the initial setup guide.
Should you continue to experience difficulties, please contact the Young Platform support team to confirm your identity and restore access to your account.
Contact support following the instructions available in the Google Authenticator section of our Help Centre.
You have removed the lock screen method from your phone
DeviceKey relies on your device's lock screen (fingerprint, Face ID, or PIN) to authenticate operations. If you remove or disable this method in your phone settings, DeviceKey will no longer function correctly.
What happens:
- On the next authentication attempt, DeviceKey will be unable to complete the verification.
How to proceed:
- First, try re-enabling a lock screen method on your phone (fingerprint, Face ID, or PIN).
- Use the backup method you set up previously to log in to your Young Platform account, choosing between SMS or Google Authenticator depending on your initial choice.
Recovery procedure:
- Log in to your Profile using the backup method;
- Go to Access and security;
- Disable DeviceKey by selecting an alternative method;
- Re-enable DeviceKey following the steps in the initial setup guide.
If the problem persists, please contact Young Platform support.
Contact support following the instructions available in the Google Authenticator section of our Help Centre.
How to contact support for account recovery
If the steps above have not resolved the issue, you will need to contact customer support. To request account access recovery, please contact Young Platform support at:
support.youngplatform.com/hc/en/requests/new
To speed up the identity verification process, please send a selfie showing your face together with:
- The original identity document used when registering on the platform.
- A sheet of paper on which you have written the current date.
It is essential that all elements (face, document, and date) are perfectly in focus, legible, and fully visible.
Should your original document have since expired, you may use the new one, provided it is the same type of document (e.g. national ID card for national ID card).
Tip: How to prevent the issue
To avoid losing access to your account, please keep the following in mind:
- Do not remove the lock screen method from your phone whilst DeviceKey is active.
- If you need to uninstall the app or reset your device, check the backup method you have set up (SMS or Google Authenticator) so that you can restore DeviceKey access independently using the procedures described above.
Further questions? Contact support — we are here to help: support.youngplatform.com/hc/en/requests/new