Resetting your password
- Go to the Forgot-Password page on the login screen.
- Enter the email address registered to your account.
- If we find an active account with that email, we’ll send a password reset link to it.
If you no longer recognise the email on your account, or you think someone else has changed it, do not use the reset form. Contact support straight away, and we will verify your identity before restoring access.
Two-Factor Authentication (2FA) and Lost Authenticator Access
Account Settings lets you turn on Two-Factor Authentication (2FA) for extra security. Once it's on, logging in requires both your password and a 6-digit code from an authenticator app (like Google Authenticator or Authy).
If you lose access to your authenticator app (lost phone, uninstalled the app, etc) resetting your password will not get you back in. 2FA is a separate check from your password, and there's currently no backup code or self-service way to turn it off yourself.
What to do: contact support. Our team will verify your identity and disable 2FA on your account so you can log in again with just your password. You can then set up 2FA again on your new device.
If you don’t receive the email
- Check your spam/junk folder.
- Make sure you’re using the exact email address registered to your account.
- Requests are rate-limited — if you tried several times quickly, wait a few minutes and try again.
If your account has been deactivated
If your account was automatically deactivated for inactivity (see Why Was My Account Deactivated for Inactivity?), the password reset won’t work until your account is reactivated. Contact support to reactivate it first.
Still can’t get in?
Contact support at info@xcams-models.com. Our team will verify your identity before restoring access.