---
title: "Account recovery and ownership | Vizito Help Center"
description: "Account recovery and ownership | You no longer know which email address your Vizito account is under, the only administrator has left, or you need to …"
url: https://vizito.eu/faq/account/account-recovery/
language: en
---

# Account recovery and ownership

A Vizito account has no single owner. Every person who signs in to the [backoffice](https://backoffice.vizito.be/) is a user with a role, and the people who can add and remove users are the Global admins, the Local admins and anyone whose [custom role](https://vizito.eu/faq/account/custom-roles/) holds the privilege “Add, edit and delete users and roles”. “Recovering the account” therefore means getting an administrator back into the backoffice, and “transferring ownership” means making sure a colleague is an administrator before the current one leaves. This article covers both, and what to do when nobody remembers which email address the account was created with.

For a forgotten password or a reset link that does not arrive, see [Login and password problems](https://vizito.eu/faq/account/login-and-passwords/) first: as long as you know the address, you do not need this page.

## You do not know which email address the account is under

The backoffice signs in with an email address, and “Can’t log in?” only sends a reset to an address that exists. It answers the same way for an unknown address, so you cannot find the right one by trial.

Where the address is usually found:

-   **The invoice.** Every invoice is emailed to the invoicing address of the account, and the PDF names it. Whoever handles the invoices knows the address, and that person is often an administrator too.
-   **The tablet.** “Account settings” > “Devices” is not visible from the tablet, but the mailbox that received the “This device has now been linked to your account” and trial emails from [vizito@vizito.be](mailto:vizito@vizito.be) is the one the account was created with. Search the company’s mail for “vizito”.
-   **Colleagues who receive host notifications** were added as hosts by an administrator; ask them who set Vizito up.
-   **Your IT department**, if the account was created with a shared mailbox such as reception@ or facility@. Reception mailboxes are the most common home of a Vizito account.

If none of that works, contact us as described below. We do not tell you which address the account is under, but we can send the reset to it, and if that mailbox no longer exists we can move the account to a new administrator once we have checked who you are.

## What we need from you

Write to us through the chat on [vizito.eu](https://vizito.eu/) or at [info@vizito.eu](mailto:info@vizito.eu) **from an email address on your company’s domain**, not from a personal address, and tell us:

1.  The name of the company and of the location as it appears on the tablet or on the invoice.
2.  Something only the account holder has: the number or date of a recent Vizito invoice, the VAT number on it, or the email address you believe the account is under.
3.  Who should become the administrator, with their email address on the same domain.

We check the details against the account and confirm with the address on file where it still exists. When it does not, for instance because the administrator’s mailbox was deleted, we add the new administrator ourselves. This takes a working day at most; we do not hand over an account on the strength of a chat message alone, because a Vizito account holds the personal data of your visitors.

## Transfer the account before somebody leaves

Do this while the leaving administrator can still sign in. It takes two minutes and avoids the procedure above.

1.  Sign in as the leaving administrator, or as any Global admin, and select “Administration” > “Manage users”.
2.  Click “Add”, fill in the successor’s name and “Email / login”, and select “Global admin” as the “Role”. Click “Save”. Only a Global admin can hand out that role. A Local admin, or somebody with a [custom role](https://vizito.eu/faq/account/custom-roles/) that may manage users, can only hand out roles whose privileges they hold themselves: see [User management and user roles](https://vizito.eu/faq/account/user-roles/).
3.  Have the successor set their password from the email they receive and sign in once.
4.  Under “Administration” > “Billing”, update the “Invoicing email” and the contact details so invoices and payment reminders reach the right person. See [Billing](https://vizito.eu/faq/account/billing/).
5.  Only then have the successor delete the leaving user: signed in as themselves, they select “Administration” > “Manage users”, click the leaving user on the “Users” tab and click “Delete” in “User details”. Nobody can delete their own user, so this step only works once the successor is in, and the account is never left without somebody who can manage users. Deleting removes the user from this location and signs them out straight away; the visits they handled stay in the visitor log.

The successor always gets a user of their own. The “Email / login” of an existing user cannot be changed, because it is the address the user signs in with and the one reset links go to. If the leaving user was linked to a host under “Host CN” and the successor takes over that host, enter the same “Host CN” for the successor, in the “Add” window or afterwards in “User details”.

An account with several locations has its administrators per location, so repeat step 2 for each location the successor needs, or give them “Global admin”, which covers all of them. Deleting works per location too: repeat step 5 in every location the leaving user is in.

Users who sign in with Microsoft or through SAML keep signing in through your own identity provider; disabling the leaver there is enough to lock them out, but it does not create a new administrator in Vizito. Add the successor as above first.

## The shared mailbox route

Many accounts sit on a reception or facility mailbox on purpose: whoever has the mailbox has the account, and staff changes never lock anyone out. If yours is under a personal address today, create the successor as above with the shared address as “Email / login”, and keep personal addresses for the individual users underneath.