Account Recovery Policy

1. Standard Self-Serve Recovery

Under standard operations, regaining access to your Bias account requires:

Active Access to Your Registered Phone: You must be able to receive an SMS verification code on the registered telephone number.

Account Password: Valid entry of your established account password.

If you have active control over your phone number, you can initiate the standard login and password-reset flow directly from the mobile app.

2. Assisted Support Recovery

If you have lost access to your registered telephone number or cannot authenticate through the standard flow, you may submit an assisted recovery inquiry to support@bias.app.

To protect accounts from social engineering, SIM-swap attacks, and unauthorized takeover, our support specialists are required to enforce strict identity verification before taking any action.

You must provide conclusive proof of legal ownership of the previously registered phone number (e.g. carrier billing statements or official carrier assignment documentation).

You may be asked to verify historical account metadata, such as registration dates, previous device models, or confirmed contact handles.

3. Recovery Is Not Guaranteed

We prioritize user security over convenience. Support representatives are prohibited from granting access to any account without definitive proof of ownership.

Important Limitation: If you lose control of your registered phone number, do not know your password, and cannot present sufficient documentation establishing rightful ownership, account recovery is impossible and cannot be guaranteed. In such circumstances, the account remains permanently locked.

4. Conflicting Claims

If multiple parties claim ownership of a single account, Bias will not adjudicate personal, commercial, or domestic disputes. The account will be suspended to protect privacy until unambiguous legal ownership of the registered phone number is certified.