DeviceKey links two-factor authentication to your device. Certain actions can break this link and prevent the method from working correctly. In this guide, you'll find the most common causes and instructions for recovery.
You've uninstalled and reinstalled the Young Platform app
When you uninstall the app, the cryptographic keys associated with DeviceKey are deleted from the device. Reinstalling the app doesn't automatically restore them.
What happens:
- DeviceKey will no longer be recognised as a valid authentication method at the next login.
How to proceed:
In this circumstance, you can use the backup system previously configured, opting for Google Authenticator, SMS or email, depending on your initial choice.
Procedure for restoring DeviceKey:
- Log in to your Profile using the backup method;
- Go to Access and security;
- Disable DeviceKey by selecting an alternative method;
- Enable DeviceKey again by following the initial configuration steps.
If you still encounter difficulties, please contact the Young Platform support team to confirm your identity and re-enable access to your account.
Write to support following the instructions available in the Google Authenticator section of our help centre.
You've cleared the app data on Android
On Android, clearing app data (via System Settings) deletes all local information, including DeviceKey cryptographic keys.
What happens:
- The operation is equivalent to a complete uninstallation: DeviceKey stops working.
How to proceed:
In this circumstance, you can use the backup system previously configured, opting for Google Authenticator, SMS or email, depending on your initial choice.
Procedure for restoring DeviceKey:
- Log in to your Profile using the backup method;
- Go to Access and security;
- Disable DeviceKey by selecting an alternative method;
- Enable DeviceKey again by following the initial configuration steps.
If you still encounter difficulties, please contact the Young Platform support team to confirm your identity and re-enable access to your account.
Write to support following the instructions available in the Google Authenticator section of our help centre.
You've removed the screen lock method from your phone
DeviceKey relies on your device's unlock system (fingerprint, Face ID or PIN) to authenticate operations. If you remove or disable this method in your phone settings, DeviceKey can no longer function correctly.
What happens:
- At the next authentication attempt, DeviceKey won't be able to complete the verification.
How to proceed:
- First, try resetting the screen lock method on your phone (fingerprint, Face ID or PIN).
- Use the backup system previously configured to access your Young Platform account, opting for Google Authenticator, SMS or email, depending on your initial choice.
Procedure for restoring DeviceKey:
- Log in to your Profile using the backup method;
- Go to Access and security;
- Disable DeviceKey by selecting an alternative method;
- Enable DeviceKey again by following the initial configuration steps.
If the problem persists, contact Young Platform support. Write to support following the instructions available in the Google Authenticator section of our help centre.
How to contact support for recovery
If the previous steps weren't successful, you must contact customer support. To request access recovery for your account, contact Young Platform support at the link support.youngplatform.com/hc/it/requests/new. To speed up the recognition procedure, we ask you to send a selfie via email showing your face together with:
- The original identity document used for registration on the platform;
- A piece of paper on which you've written the current date.
It's essential that all elements (face, document and date) are perfectly in focus, legible and fully visible.
If the original document has expired in the meantime, you can use a new one, as long as it's the same type (e.g. ID card with ID card).
Tip: how to prevent the problem
To avoid losing access to your account, keep these precautions in mind:
- Don't remove the screen lock method from your phone while DeviceKey is active.
- If you need to uninstall the app or perform a device reset, check the set backup method (Google Authenticator, SMS or email) so you can restore access via DeviceKey independently, as described in the procedures.
Have other doubts? Write to support: we're here to help support.youngplatform.com/hc/it/requests/new