Account Troubleshooting and FAQs

You can log in to the DigitalOcean Control Panel in one of three ways:

You can modify your sign-in method on the Account page of your account.

Help with a DigitalOcean Login

I forgot my username

Your username is the email you used to sign up for your DigitalOcean account.

I forgot my password

You can request a password reset email from the login page by following the Forgot Password? link or by going directly to the password reset page.

I cannot sign in to open a ticket

If you cannot sign in to open a ticket, you can send a support request through the Can't sign in form.

I lost access to the email account I use for DigitalOcean

If you have lost access to the email account you use with your DigitalOcean account, first try restoring access to your email account by contacting your email administrator, renewing your domain’s registration, or setting up another email server.

If you have gone through these steps and cannot regain access to the email account, please contact our support team for help.

I didn't receive a password reset email

Email generally arrives quickly. If you haven't received email within a few minutes:

  • Make sure you're checking the right email address.
  • Look in your spam folder for a message titled Password Reset. If you find the message there, you may want to add digitalocean.com and support.digitalocean.com to your email whitelist.
  • If your email client needs it, be sure you've actively checked for new mail.

If you still don't have a reset email, contact our support team.

I lost my Droplet's SSH key or root password

If you lost the SSH key you use for your Droplet, follow the lost SSH key instructions to regain access. If you lost or don't know the root password for the Droplet, you can reset the Droplet's root password via the control panel. For more SSH troubleshooting tips, see our SSH troubleshooting guide.

I want to change my email address

From the main navigation in the Account section, select Profile. From there, in the Sign-in method section, click Change. This opens a pull-down menu with three options: Change email, Use Google, and Use GitHub.

The edit sign-in method section of the profile settings page

To log in with an email and password, click Change email. This opens two text fields for a new email address and a password confirmation. Fill in both fields and then click Submit Change. A confirmation is sent to your old email address to confirm the change. The change does not take effect until you click the link in the confirmation email.

You can alternatively change to Google or GitHub SSO by clicking Use Google or Use GitHub respectively.

Help with DigitalOcean Verification Codes

When you create a DigitalOcean account using your email and password, we protect it with device verification by default. This only applies to email and password sign ins without 2FA and does not apply to GitHub or Google SSO.

Each time you sign in from a new location using a new device or a different web browser, we email an authorization code to the email address you use to sign in or send an SMS to the phone number you provided.

This process means that a bad actor would need to have compromised your device or email account as well as your DigitalOcean account to log in. This increases the difficulty for would-be attackers and provides you with notification if someone is trying to access your account.

I'm not receiving the verification code.

If you were expecting an email with the code, check your spam folder. To be sure you receive these and other DigitalOcean emails directly in the future, add *.digitalocean.com to your email whitelist.

If you were expecting an SMS message with the code, ensure that you aren't blocking communications from us and that you have entered the correct phone number in your profile's Security page.

If you still aren't receiving your verification codes, open a support ticket with your device details in the description. To get your device details, visit whatismybrowser.com and click Copy URL to clipboard, then paste the URL in the ticket description.

Why do I have to keep entering a code for the same browser from the same device and location?

You may be required to enter a verification code each time you sign in if you use an ad blocker.

To allow your browser to be recognized, you can whitelist the verification domain, siftscience.com or pause ad blocking on *.digitalocean.com.

Why am I being prompted for a code from my usual trusted device?

You may be asked to verify your browser from a trusted location and device if you have deleted cookies for digitalocean.com or you have disabled cookies entirely.

How can I disable device verification?

You can disable device verification by enabling two-factor authentication (2FA) or by authenticating with Google or GitHub.

I am receiving verification emails for sign in attempts that weren't me. What should I do?

If you receive a verification code email from DigitalOcean, somebody has successfully entered your email address and DigitalOcean account password.

We strongly recommend that you reset your DigitalOcean account password to prevent unauthorized access and update any other accounts which use the same email address and password combination.

I am receiving an error on the DigitalOcean login screen

If you receive an error on the DigitalOcean login screen that prevents you from signing into your account, open a support ticket with your device details in the description. To get your device details, visit whatismybrowser.com and click Copy URL to clipboard, then paste the URL in the ticket description.

Help with DigitalOcean Two-Factor Authentication (2FA)

I can't access my 2FA device

If you've successfully entered your username and password and are experiencing an issue with two-factor authentication, you can disable 2FA using your backup method (backup codes or SMS).

Backup Codes

Search your computer for the backup recovery codes text file, which by default would be called digitalocean_backupcodes.txt. If you find that file, use one of the codes by logging in to the control panel and clicking Enter a recovery code at the bottom of the Two-factor authentication screen. Remember that if you successfully use the code, you cannot use it again, so you may want to mark it as used or delete it from the file.

Enter 2FA backup code

SMS Codes

Log in to the control panel and enter your account credentials. click Send an SMS instead at the bottom of the Two-factor authentication screen.

Enter 2FA SMS verification code

You are prompted to enter a verification code, which you receive via SMS at the phone number you entered when you configured SMS as your backup method.

See How to Manage Two-Factor Authentication more information on 2FA, including how to update your device.

My backup method isn't working

If you can't use your backup method to access your account, our support team can help. Please open a ticket from the email associated with your DigitalOcean account and let them know you need to reset your backup method.

They will need additional information to verify that you are the account owner, so be prepared with a photo of your government-issued ID (e.g. passport, driver's license, military ID). The name on ID in the photos must match the name for the account information that we have on file.

Help with Single Sign-On

If you are an existing customer and would like to use a GitHub or Google account to authenticate, navigate to your Account profile. In the Sign-in method, open the Change menu and select Use Google or Use GitHub. You can only enable one sign-in method at a time.

Follow the prompts to authorize your account. Next time you sign in, use the new sign-in method.

We strongly recommend that you enable two-factor authentication on the Google or GitHub account you use to log in to DigitalOcean.

Note
When using GitHub SSO, the email addresses on your GitHub account and your DigitalOcean account must match. If you want to change your GitHub email address, you need to change your DigitalOcean email address first. Otherwise, will not be able to use GitHub SSO to log in to DigitalOcean.

I can't access my GitHub account

If you have lost access to your GitHub account, first try to restore access by following GitHub's account recovery process or GitHub's 2FA credential recovery process.

If you can't regain access to your GitHub account, please submit a support ticket. Our support team will guide you through verifying your identity and setting a new authentication method for your account.

I can't access my Google email

If you have lost access to your Google account, first try to restore your access to that account using Google's account recovery procedures.

If you can't regain access to your Google account, please submit a support ticket. Our support team will guide you through verifying your identity and setting a new authentication method for your account.

I want to switch to a DigitalOcean username and password

If you want to switch from SSO to a username and password for your DigitalOcean account, navigate to your the Profile page of your account. In the Sign-in method section, open the Change dropdown menu and select Use email and password, then confirm the change. The next time you log in, use your email address and password.

If you originally signed up using Google SSO, reset your password after disabling Google SSO to set a password for your account.

I want to use a different Google or GitHub account

You cannot switch directly between accounts from the same provider. Instead, you'll need to switch to a different method, then switch back. For example, if you want to use a different Google account for SSO, change to either email and password or GitHub. Then, change back to Google and select the account you want.