# I lost access to the email and phone number on my account. How do I log in?

Category: Access Data

URL: https://rocku.empregare.com/en-us/ajuda/1530-i-lost-access-to-the-email-and-phone-number-on-my-account-how-do-i-log-in

Updated: 2026-11-05

You recover your account by answering questions about your registration. At the end, you register a new email, phone number, and password yourself. No need to open a support ticket.

## Step by step

1. Open the [Forgot my password](https://rocku.empregare.com/pt-br/candidato/esqueci-senha) page, enter your CPF (or old email) and click **I lost access to the email and phone number**.
2. Answer the questions about your registration.
3. Under **New contact details**, enter the **New email**, repeat it in **Confirm email**, and enter the **New phone number**.
4. Enter the code sent via WhatsApp to the new phone (if WhatsApp is unavailable, it will be sent by SMS) and create your password under **Set your new password**.

Done: your account will now use the new email and phone number. For security, the old email will receive a notification that access was recovered.

## Good to know

- For security, there is a limit on attempts. If the screen says you reached the limit, try again later.
- If you see **Cannot confirm by questions** (or **Could not securely generate verification questions**), your registration lacks enough data for verification. Click **Contact support** and open a ticket (see below).
- If you are still on the email path, you will also see questions after clicking **I don't have access to this email** and then **I don't have access to this number**.
- The questions apply to accounts from Brazil. If your account is from another country, open a ticket (see below).
- The new email must be different from the current one and cannot be linked to another account.

## If you still have the phone

On the **Recover via WhatsApp** screen, tap **Send code via WhatsApp**. The 6-digit code arrives via WhatsApp (or SMS) and is valid for 10 minutes. After logging in, **Check your contact details** appears: change the email there.

## If none of this works

Open a ticket on the [support page](https://rocku.empregare.com/pt-br/suporte/novo), under the subject **Report an error** > **Login error**, providing your CPF, birth date, and the email you want to use. With this information, we confirm the account is yours and change the email. Never send your password.