As of early July 2024, there are two different ways of signing up on Ember: Google/Apple login and the traditional username/password option. Both of these options have different ways for recovering an account.
Newer users likely signed up using Google/Apple, whereas our older users likely signed up using the traditional username/password method.
Please note: We do not store any username/password and do not have any access to your crypto/account on our end - make sure you have written your credentials somewhere safe.
For Google/Apple Login Users:
If you created your Ember account using Google or Apple login, resetting your password is easy. Simply follow these steps:
Go to the login page and click on “Forgot password?” for your Google or Apple account.
Follow the instructions provided by Google or Apple to reset your password.
If you're having trouble finding the Google/Apple login option after logging out:
Look for the “Social login?” button on the Ember login page. This will direct you to the option to log in using your Google or Apple credentials.
For Traditional Username/Password Users:
For our older users, it's important to note that Ember employs self-custody wallets, similar to Metamask, Rainbow, Coinbase wallet, and other non-custodial wallets. This means that your login credentials serve as your private keys to access this wallet. Since we don't retain user login details, only the users themselves can access their funds.
While this approach offers security and control for our users, it also means that our users are solely responsible for their login information. Unfortunately, when users forget their login credentials or the answers to their security questions, we are unable to assist.
There is no way for us to reset your password on our end, resend a password recovery link, or assist you in answering your security questions.
With that said, here are some final efforts that you could try:
If you previously set up Password Recovery on your account, you would've sent yourself an email titled "Ember Recovery Link" at the time. I recommend searching for this email in both your Inbox and Sent folder. You would have sent yourself this Recovery email from your own email address. There's a small hint in this email for your username as well.
Search for any screenshots that you may have taken of your Ember Settings page. In the top left of this Settings page, you will find your username (above your email). This should hopefully help you with logging in.
If you have access to your original device, you may see a dropdown showing past usernames on the Login page. If this option appears for you, clicking on your username should redirect you to Touch/Face ID login.
Continue trying to guess your username/password combo.