📱 What are authorized devices?

To protect your account, El Dorado links your access to the devices you've authorized. When someone tries to log in from a new phone, you must approve it from your primary device or, if you don't have it, validate your identity by email.

This prevents third parties from accessing your account even if they have your password.

⚙️ How to view and manage your devices

From the app you can check at any time which devices have access to your account and revoke the ones you no longer use:

Go to Profile > Security > Manage devices.
You'll see the list of linked devices.
Tap the device you want to revoke and confirm the action.

💡 We recommend reviewing this section periodically and removing devices you no longer use (old, lent, or lost phones).

📲 How to log in from a new device

If you still have access to your primary device:

Enter your email and password on the new device.
Your primary device will receive a notification to approve the login.
Open the notification. You'll see some security questions to confirm it's actually you trying to log in — read them carefully and answer based on your real situation.
Once approved, you'll be able to use the app from the new device.

⚠️ Important: Read each question calmly before answering. If you answer without paying attention, access is temporarily blocked for security. This is intentional: it protects your account when someone else tries to get in.

🆘 What to do if you've lost access to your primary device

If you changed phones, lost the previous one, or it broke, you can recover access from the new device using your email:

Enter your email and password on the new device.
When the system asks for confirmation, choose the option to request a code by email.
You'll receive a one-time code (OTP) at the email address registered on your account.
Enter the code in the app.
Your previous devices will be reset and this new device will become your primary device.

📧 What to do if you don't receive the code by email

Check your spam or junk folder.
Verify that the email registered on your account is correct.
Wait a few minutes and request the code again from the same screen.
If it still doesn't arrive, contact support via the in-app chat or at [email protected].

🔑 What to do if you forgot your password

You don't need to remember your password to recover access:

On the login screen, tap Forgot your password?
You'll receive a link in your email to create a new one.
Create a strong password (combine uppercase letters, lowercase letters, numbers, and symbols).

🔒 Why was my account temporarily blocked?

If you answered the security questions incorrectly while approving a new device, your account is blocked for a few minutes. This is a protection measure:

It indicates that the questions weren't read carefully, or
That someone else is actually trying to access your account.

Wait a few minutes and try again, reading each question carefully. If you believe someone is trying to access without your authorization, change your password and review your linked devices.

📨 When to contact support

If you've already tried everything above and still can't recover access, write to us at [email protected] with the details of your case. To verify your identity and reset your devices manually, we'll ask for:

A selfie of you holding your original ID document (not a photo of the ID, but your face next to the physical document).

With that verification, our team resets your devices and you'll be able to log in again from your new phone.

🛡️ Important security notes

El Dorado never asks for your password or OTP codes via email, social media, or phone.
Don't share with anyone the code that arrives in your email, not even with people who claim to be from support.
If you receive a notification to approve a device that you're not using, don't approve it, review your linked devices, and consider changing your password.
Keep the email associated with your account up to date. It's the last recovery option if you lose all your devices.