Customer & Support Guide · v1
Recovery Email Guide
How to set up the email that lets you reset your PIN yourself — and how we keep it safe with a code to every place we can reach you.
🔒 Secured by Providus Bank · CBN-licensed
How to set up the email that lets you reset your PIN yourself — and how we keep it safe with a code to every place we can reach you.
Four screens, grouped into two simple phases.
A screen-by-screen walkthrough of adding — and safely changing — the email that lets you reset your PIN yourself. One short code for every place we can reach you.
In the app, go to Settings and tap Recovery Email. Type an email address you control, then tap Send verification code.
Setting up for the first time sends two codes — one to your new email, one to your phone. Each has its own card: fill it in, the number badge turns into a green ✓, and the little bar at the top tracks your progress.
Your recovery email is verified and active. From now on you can reset a forgotten PIN yourself — no need to contact support.
When you change an existing recovery email, the same cards appear — plus a third one: a code sent to your current recovery inbox. All three must be entered before the swap is saved.
The points every agent and support teammate should be able to explain in their own words.
The recovery email is the only way to reset a forgotten PIN yourself. No recovery email = a call to support.
Each place we verify — email, phone, current inbox — gets its own card with a code. A green ✓ and a progress bar show how far along you are.
First-time setup confirms your new email and your phone. Two codes, two cards, done.
Changing to a new email adds a code to your current recovery inbox — so no one swaps it without you.
Never a friend's or an agent's email. It's the anchor that proves the account is yours if you're ever locked out.
We only send a 6-digit code to your inbox. ThynkPay never emails a link asking for your PIN or password.
Print this as a handout, send the link to a new agent, or keep it open while helping a customer set up or change their recovery email. Everything here mirrors the live app.
Recovery Email Guide
🔒 Secured by Providus Bank · CBN-licensed