I can’t access my passwordless Arrow account

Arrow might not work in China due to Chinese data privacy laws.

If you can't access your passwordless account, first check all your devices and browsers. If you can access your account with a PIN code or biometrics on one device, you can use the security challenge or a QR code to log back in on your other devices.

Log in using a QR code
Log in using the security challenge

If you can't access your account using a PIN or biometrics, you'll see a screen with steps for logging in. The first step is to open Arrow on another device where you're already logged in. If you see this screen on all your devices, you'll need to use an account recovery key to get back into your account.

Use an account recovery key

If you don't have an account recovery key, you may need to reset your account, which erases all your data.

Reset your account

If you're having a different problem related to your passwordless account, see the solutions below.

PIN or biometrics isn't working for my passwordless account

1. If you’re having trouble accessing your account with biometrics like your face or fingerprint on your mobile device, you can use your PIN code instead. When logging in, select Use PIN on the Unlock with biometrics screen. Then enter the PIN code you created when you set up your passwordless account on this device.
2. If your PIN code isn’t working, make sure you're entering the PIN code for your Arrow account and for the device you’re using. PIN codes for passwordless accounts are device- and browser-specific. You can have different PIN codes for the same Arrow account on different devices and in different browsers.
3. If you still can’t access your account, you can sometimes fix the problem by uninstalling and reinstalling the app.

   Warning! Before uninstalling the Arrow app, make sure you have access to your passwordless account on another device. If you don’t have access on another device, make sure you have your active account recovery key. If you don’t have an account recovery key, and you’re not logged in to Arrow anywhere, you may need to reset your account, which erases all your data. If you have a paid Arrow plan, you'll keep your subscription benefits.

Uninstall the Arrow app
Reinstall Arrow
Set up and use an account recovery key

I’m logged in to my passwordless account on one device, but I can’t add another device

1. Make sure you're entering the correct email address for your Arrow account. You always log in with the email address that you used to create the account—even if you’ve changed your contact email address. Check the email address carefully for typos or extra spaces.

2. If you’re trying to log in to the Arrow web app in your browser, try another browser or use incognito mode. You can also try other devices if possible.

3. If you can access your account in incognito mode or on a different device or browser, return to the device with the problem to uninstall and reinstall the Arrow app. If you’re using a browser, you can also update your browser and clear your cache.

   Warning! Before uninstalling the Arrow app, make sure you have access to your passwordless account on another device. If you don’t have access on another device, make sure you have your active account recovery key. If you don’t have an account recovery key, and you’re not logged in to Arrow anywhere, you may need to reset your account, which erases all your data. If you have a paid Arrow plan, you'll keep your subscription benefits.

4. If you still have problems or questions after following these steps, you can get help through our support chatbot. Open the chatbot by selecting the Chat with bot icon, shown as a speech bubble, at the bottom of any Help Center page. In the chatbot, follow the prompts and briefly describe your issue.

   Learn how to use our support chatbot

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