Keeping your account safe

Password safety - How do I set a complex password?

  • Whenever possible, use a password manager to generate, store, and share your passwords in a secure manner
  • When setting a password up yourself, use a passphrase that is easy to remember, but hard to guess, which combines letters, symbols, and numbers
    • Example: C’m0nC’m0nB4byTw1stN’Sh0ut!
  • Avoid using your name, username, email or any other personal information in your password
  • Use a unique password for each of your accounts

 

What is two-factor authentication (2FA) and why should I use it?

Two-factor authentication is a way to make sure that you’re really you when you sign into your account. It uses something you know - your password - and something you have - usually your phone - to double check your identity. Two-factor authentication is much more secure than a password alone, and it’s really easy to set up. Two-factor authentication adds a second login step so we can make sure it’s you who’s logging in.

It’s even safer than just using a password, and helps us verify it’s really you who’s logging in. Turning it on will help keep your Depop account on lock.

When two-factor authentication is turned on and you log in on a new device, we’ll text you a 6-digit login code that you’ll need to enter to log in.

This helps us verify it's really you when you log in to your Depop account – and keeps your account more secure than if you were just using a password.

 

Setting up two-factor authentication

To set up two-factor authentication:

  1. Go to Profile Profile_2x.png > Settings Settings_2x.png> Two-factor authentication
  2. Follow the instructions to set up 2FA.

Once you’ve set up two-factor authentication, you’ll get an email to confirm it’s turned on. You’ll also see Two-factor authentication is on in your Depop settings.

What is a recovery code?

When you first set up two-factor authentication, we’ll give you a 12-character recovery code. This is a backup code you can use to log in if you can’t, for whatever reason, get a 6-digit SMS login code.

Your recovery code is the only way to log in if you can’t get a text (for example, you don’t have network coverage) or if you lose access to your phone.

Keep this code safe:

  1. Take a screenshot and save it to the cloud, rather than just on your device.
  2. Write it down in a safe place e.g. a diary or notebook.


I didn't get a login code (6-digit SMS)

If you didn’t get a login code, we can send it to you again:

  1. Tap Didn’t get your code?
  2. Select Resend 6-digit SMS and we’ll resend your login code.

Or you can log in using your recovery code instead:

  1. Tap Didn’t get your code?
  2. Select Use my 12-character recovery code and follow the instructions to log in.

Note: if you use your recovery code to log in, two-factor authentication will automatically be turned off. To keep your account secure, turn it back on:

  1. Go to Profile  > Settings > Two-factor authentication
  2. Under Two-factor authentication is turned off, toggle on Text message
  3. Follow the instructions to turn on 2FA.

 

Why didn't I get a login code? (6-digit SMS)

There are a few reasons why you may not be able to get a login code. For example:

  • You don’t have network coverage.
  • You don’t have roaming turned on.
  • You’re using an old version of the Depop app.

 

I lost or can't access my phone

If you can’t access your phone, you’ll need to use your recovery code to log in.

  1. Tap Didn’t get your code?
  2. Select Use my 12-character recovery code and follow the instructions to log in.

Note: if you use your recovery code to log in, two-factor authentication will automatically be turned off. To keep your account secure, turn it back on:

  • Go to Profile > Settings > Two-factor authentication and follow the instructions to turn 2FA on.

 

I can't find my recovery code 

Want to use your recovery code to log in but can’t find it? Don’t worry, you’ll still be able to access your account.

First, check to see if you saved your recovery code somewhere:

  • Check your photos to see if you saved a screenshot.
  • Check if you wrote it down in a safe place like your diary.

Still can’t find it? Get in touch with us so we can help you out.

 

How do I get a new recovery code?

If you’ve lost your recovery code and are still logged in, you can get a new one to keep safe in case you need it to log in in the future.

 To get a new recovery code: 

  1. Go to Profile > Settings > Two-factor authentication
  2. Under Two-factor authentication is turned on, toggle off Text message
  3. Follow the instructions to turn off 2FA
  4. Once 2FA is turned off, toggle on Text message and follow the instructions to turn 2FA back on and get your new recovery code.

 

Does two-factor authentication work on web/Depop.com?

Yes, it does. If you have 2FA turned on, logging in on Depop.com is pretty much the same as logging in on the app – apart from a few key differences.

On web/Depop.com, you can’t:

  • Set up two-factor authentication for the first time.
  • Turn off two-factor authentication.
  • Turn two-factor authentication back on if you turned it off in the app.
  • Use your recovery code to log in.

If you need to do any of these things, you’ll need to do them in the app

 

I need to change the phone number on my account

To change the phone number associated with your two-factor authentication:

  1. Go to Profile > Settings > Two-factor authentication
  2. Tap Change my number
  3. You’ll need to enter the 6-digit code we send you so that we can verify it’s really you who’s trying to make the change
  4. Follow the instructions to change the phone number associated with your two-factor authentication

 

How do I get a new recovery code?

If you’ve lost your recovery code and are still logged in, you can get a new one to keep safe in case you need it to log in in the future.

To get a new recovery code: 

  1. Go to Profile > Settings > Two-factor authentication
  2. Under Two-factor authentication is turned on, toggle off Text message
  3. Follow the instructions to turn off 2FA
  4. Once 2FA is turned off, toggle on Text message and follow the instructions to turn 2FA back on and get your new recovery code.

How do I turn off two-factor authentication?

To keep your account safe, we recommend you keep two-factor authentication turned on.

If you really want to turn it off, you’ll need to:

  1. Go to Profile > Settings > Two-factor authentication
  2. Under Two-factor authentication is on, toggle off Text message
  3. You’ll need to enter the 6-digit code we send you so that we can verify it’s really you who’s trying to turn off two-factor authentication.
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