If someone else may be in your account
Four steps, in this order. Most people are back in control in a few minutes.
1. Secure your email (or Google or Apple) first
Kunbaa has no password. You sign in with a code sent to your email, or with Google or Apple. So whoever controls that email or that Google or Apple account can sign in as you. Change its password, turn on its two-step verification, and sign it out of devices you don’t recognise. Until that’s done, the steps below can be undone.
2. Sign out every device
On kunbaa.com, open Settings → Sign-in & devices and choose Sign out of all devices. Every phone, tablet and browser signed in to your account is signed out, this one too. Then sign back in with your own email.
3. Check how your account signs in
In the app, open your Profile and look at the sign-in methods. If there’s a Google, Apple or Facebook account you don’t recognise, remove it. Removing a method also signs out every device, so you’ll sign in again afterwards with the one you kept.
4. Look over your family space
Check for posts, messages or invites you didn’t send, and anyone added or removed from the family. Tell the family’s admins, and use Report on anything that shouldn’t be there. Then write to us so we can check the account from our side.
If you can’t get back in
Write to support@kunbaa.com with the subject Account recovery. Tell us the name your family knows you by, the email or Google or Apple account you used, roughly when you last signed in, and a way to reach you. Don’t send ID documents, card numbers or codes.
A person works every recovery case. To be sure it’s you, we may:
- ask you to sign in with a method you had before the problem began;
- ask about a Kunbaa payment, if you’ve made one;
- ask two or three relatives already in your family to confirm, in the app, that they’ve spoken to you.
We never hand an account over on one email or one message. The account is put on hold while we check, and whoever is signed in to it is told. A case usually takes a few days. That wait is what stops someone else from taking your account the same way.
Keep it from happening
- Use an email only you can read, with two-step verification on.
- Never share a sign-in code, even with family.
- Keep Face ID, Touch ID or the fingerprint lock on in the app.
- Sign in the same way each time, so your account stays one account.
Questions families ask
Will Kunbaa ever ask for my sign-in code?
No. Nobody from Kunbaa will ask for the six-digit code, a card number or a password, by email, phone or chat. If someone does, it isn't us. Don't share it, and tell us at support@kunbaa.com.
Someone got into my email. Are my family's photos safe?
Whoever can read your email can ask Kunbaa for a sign-in code, so secure the email first. Then sign out every device on kunbaa.com. Your family's content stays where it is; signing out removes nobody's photos.
Can support just move my account to a new email?
Not on an email alone. Anyone who has taken over an inbox can write to us from it, so a person checks more than one thing before anything changes. It takes a few days, and that wait protects you.
Someone else says my account is theirs.
An account belongs to the person it represents: the person whose profile, tree card and posts it is, not whoever typed the email when it was set up. We hear both sides, may put the account on hold while we check, and may ask relatives in the family to confirm.
I've lost my phone.
Sign in on kunbaa.com in a browser and use Sign out of all devices. The lost phone is signed out the next time it connects, and Face ID or a fingerprint still guards the app until then.