Sign-in Issues

Signing in to Trustworthy requires an email and password and secondary authentication method such as SMS code, biometrics, a physical key, or an authentication app.

If you're not receiving a password reset email, it's possible you used Apple or Google sign-in when creating your account. Instead of a password managed by Trustworthy, you will use the password associated with one of these accounts.

To confirm, navigate back to the login screen here and select Continue with Google or Continue with Apple. If using Google, double check that you have signed in via the correct email address with Google as many people have more than one. If you choose the incorrect email address, you will accidentally create a new Trustworthy account.

If you normally sign in with an email and password, we can send you a password reset email. When signing in, select Forgot password? after entering your email.

• If you are signing in with Gmail or Apple, Trustworthy is unable to send a reset password link.

• You signed up with a Private Apple Relay and do not have forwarding turned on

• If you have previously unsubscribed to our emails you may also not get this email

• Please reach out to support@trustworthy.com if you're unsure of what MFA you chose.

• SMS: You can have multiple Trustworthy accounts connected to your number. Texts only reach a number that is live and able to receive them, so this method stops working if your number goes dormant while you are traveling.

• Biometrics: Face ID or a fingerprint, used as your second step when you sign in. Each device gets its own, and you can set up more than one. In Settings → Security they're listed by device, like "Biometric: Jane's iPhone." On Apple devices signed in to the same Apple Account with iCloud Keychain turned on, the one you set up on an iPad or Mac is usually available on your iPhone too.

• Physical key: A security key such as a YubiKey. Works in desktop and laptop browsers only.

• Authentication app: An app that gives you a time sensitive code to enter into Trustworthy, such as Google Authenticator or Microsoft Authenticator. Your iPhone or iPad also has one built in, under Passwords, so you may not need to install anything. The code is generated on the device itself, so this method works with no signal, no SIM, and no text messages, anywhere in the world.

• Apple or Gmail: Single sign on method using your email account.

Trustworthy offers one method first, usually the text message, but that is not always the only one you can use. If the code cannot reach you, look on that same screen for the option to try another method. It lists every method set up on your account, so if you have more than one, you can sign in with any of them.

That is the way back in whenever your usual method is out of reach — a number that has gone dormant while you travel, a phone you have replaced or no longer have, no signal, or a security key sitting at home.

If nothing else is listed, then the method that is not working is the only one on your account. You will not be able to add or replace it yourself, because changing your methods means passing the step you cannot complete. Email support@trustworthy.com for assistance.

Either way, if you have the Trustworthy app on your phone and have not signed out of it, you are most likely still signed in there, so your documents stay available while you sort the rest out.

Once you are back in, a second method keeps this from happening again — see Manage Your Multi-Factor Authentication (2FA).

That's your phone unlocking an app you're already signed in to — not your 2FA method. The mobile app relocks itself whenever you have been away from it for more than a few seconds, the way a banking app does, because your documents are stored on the device.

The prompt uses your phone's own lock. On iPhone, if Face ID or Touch ID does not recognize you, the prompt then offers Enter Passcode. On Android, tap Use PIN, Use pattern, or Use password — whichever matches your screen lock.

To stop your iPhone asking for your face or fingerprint

1. Open your iPhone's Settings app, not Trustworthy.

2. Tap Face ID & Passcode (or Touch ID & Passcode) and enter your passcode.

3. Tap Other Apps.

4. Turn off the switch next to Trustworthy.

Apps appear under Other Apps only after they have asked to use your face or fingerprint, so if you do not see the section, or do not see Trustworthy in it, open the app once and let it prompt you, then look again. On an iPhone with Touch ID, Other Apps sits below your list of fingerprints, so keep scrolling. Android has no equivalent per-app setting.

For an extra layer of protection

Trustworthy keeps you signed in so your documents stay ready the moment you need them, including when you have no signal — see Offline Access in the Trustworthy Mobile App. Your phone's lock guards the app in the meantime, which is why Trustworthy asks you to set a passcode or screen lock before it will open.

If you would rather enter your password each time, sign out when you finish, using Settings → Sign out in the app. Opening Trustworthy after that asks for your email, your password, and your second authentication step, the same as signing in on a new device.

• Use a desktop or laptop browser. Security keys can't be used to sign in through the Trustworthy mobile app.

• Insert the key fully and tap the metal disc when it lights up — the key won't respond until you physically touch it.

• If you opened Trustworthy from a link inside another app, such as your email app, open your web browser and go to Trustworthy directly instead. Some in-app browsers can't use security keys.

• If your key still isn't recognized and it's the only 2FA method on your account, you won't be able to add or remove methods on your own, since changing them requires signing in with the method you already have. Email support@trustworthy.com for assistance.

Trustworthy can help to reset your MFA if you email support@trustworthy.com.