FME Account Recovery Policy

FME Account Recovery Policy

A single FME Account via account.safe.com centralizes your login experience for all Safe Software services. It allows you to interact with FME Flow Hosted, FME Community, Support (as a current customer), FME Academy, FME Hub, and potential new services in the future. For more information about your Safe Account and how to update or change account information, please see FME Account FAQ.
 

Avoid Losing Access to Your FME Account

We recommend following the below steps to make sure that you properly secure your account and that you can access your account even if you forget your password or misplace your 2-step verification device.

• Use a strong password. We recommend creating a password that is at least 12 characters long and is different from passwords you use for other accounts.
• Reset your password, if you forget it. You can change your password in the login screen or account management page, and click on “Don’t remember your password?”.
• Enable 2-step verification. By adding a second layer of protection, even if somebody manages to steal your password, it is not enough to get into your account.
• Save your recovery code. Ensure you have generated a recovery code and store it securely, in the event you lose access to your 2-step verification device. With your recovery code, you will be able to recover your account independently. 

Contact Us for Assistance with Recovery

If you no longer have access to the email address associated with your FME Account or your second factor for authentication, you can request assistance to access your account by emailing accountrecovery(at)safe(.)com.

You will be asked to provide certain pieces of information to verify that you are the owner of the FME Account. Without proper validating information, we may not be able to help you recover your account.
 

Required Information

• The FME Account username that you’ve lost access to
• The email address associated with your account
• Your full name
• Do you wish to regain access to the account or delete it?

Account Recovery

We may be able to help you recover your account if you have lost access to:

• Your 2-step verification device or phone number; or
• The email address associated with your FME Account.

We cannot reset 2-step verification and change an account’s email address at the same time. If you have lost access to both your 2-step verification device/number and the email address associated with your FME Account, please create a new account. 

In addition, we will not be able to recover your account if the original email address was associated with an organization (e.g. @safe.com is associated with Safe Software, but @gmail.com is not associated with an organization).

All account recovery requests are subject to review. In some cases, recovery may not be possible.

Account Merging

Unfortunately, we cannot merge accounts. 
 

Account Deletion

If you have access to your account and would like to delete it, please contact Support and create a case. If you would like all of your personal information deleted as well, please include that in the case notes. For more information, see our Privacy Policy.

If you no longer have access to your account and wish to delete it, please follow the above steps to Contact Us for Assistance with Recovery and indicate you would like to delete your account, including if you would like your personal information deleted as well.