Help & support

Getting started

Use your invitation to create an account. If you already use Presence, sign in to that account so your existing Keys stay together. On a new phone, use an existing sign-in method before connecting the phone.

Your email and backup access

Open Account → Email address to check or confirm your address. Changing it requires a code sent to the new address and recent identity confirmation. Other sessions are signed out and the previous address is notified. Email alone cannot sign you in or restore access.

Open Recovery & security to check your setup. Save a recovery code and confirm that you can read your account email without your phone. Keep the code somewhere separate from your Key and phone. Two credentials synced through the same account may not be independent backups.

Add or scan a Key

Open Keys → Add Key. Keep the whole inlay in the frame and tap Scan. Move back if the image is blurry, then use zoom to frame the pattern. Keep the Key still until capture finishes. A successful registration saves the Key and shows it in your list. Open it to change the name.

Adding a new pattern and approving a sign-in use the live camera. A failed or cancelled scan does not connect a Key or approve a request. If a result is uncertain, check your Keys or request status before trying again.

Sign in to a website

Choose Sign in with Presence on a participating website and open its request on your connected phone. Check the website shown before approving. Enable Key sign-in on that phone once, then scan your connected Key. Ordinary Key sign-ins on that connected phone do not need another passkey prompt. New device setup and security changes still require stronger confirmation.

Lost Key

From a device where you can still sign in, open Keys, select the missing Key and choose “Lost this Key?”. Deactivate it without scanning it. Then add your replacement. If you find the original, scan it to reconnect after confirming your identity.

Lost or replaced phone

Use another trusted device or backup credential, then open Devices and remove the missing phone. Also lock it using your device provider’s service. If you still have the old phone, keep it until you have completed a login on the replacement.

If your Key and phone are both lost, open Recover my account. Enter the recovery code you saved beforehand and confirm the code sent to your email. After a 24-hour safety period, connect your new Presence app or set up browser sign-in. You keep the same account, history and company memberships. Previous devices and sign-in methods are removed; your Keys remain listed but are deactivated. Save your replacement recovery code during the process. You can stop a pending request from a trusted sign-in. Without a previously saved code or another trusted sign-in method, support cannot bypass identity checks using an email or Key photo.

Company access

Your company controls your role and invitations. Ask an owner or administrator to check changed access. Your personal Keys remain separate. Company administrators should add a trusted backup administrator through Presence Enterprise → Users.

Connection interrupted

Reconnect, then check whether the change was saved. Presence does not automatically repeat uncertain account changes. A pending email confirmation can be resumed in the same signed-in browser. A closed scan must be started again.

Connected websites

Review and remove website access under Access. A connected website may maintain its own session until it checks your permissions again; sign out there as well when needed.

Delete your account

Open Account → Security & privacy → Delete account. Review the warning and confirm your identity if asked. Owners of an organization with other members must transfer ownership first.

Contact

Email presence@by4si.com with the app version and what happened. Never send private Key photos, passwords, invitation links or verification codes.