Account and Device Recovery Is a Costly Security Gap
Account recovery is a defining moment in the customer experience, where speed, simplicity, and trust matter most. As customers increasingly need help regaining access, organizations must deliver intuitive, frictionless recovery journeys that restore access quickly and reinforce confidence in the brand.
Costly, Manual Recovery Processes
Recovery often depends on call centers and manual identity checks, increasing operational costs and slowing time to resolution. These processes are difficult to scale and introduce inconsistency in how customer identity is verified.
Without self-service re-verification during recovery, organizations cannot confidently distinguish legitimate customers from bad actors.
Recovery as a Prime Attack Vector
Attackers target account recovery flows to bypass authentication controls, using social engineering and stolen data to take over accounts.
Knowledge-based questions, email links, and one-time codes are easily compromised, leaving traditional recovery processes vulnerable to attack.
High Friction for Legitimate Customers
Complex or manual recovery steps frustrate customers, leading to abandonment, poor experiences, and increased support interactions.
These disruptions not only impact satisfaction but also drive higher operational costs and lost revenue.
Together, these challenges make account recovery one of the most difficult moments to secure. Organizations must quickly restore access for legitimate customers while preventing attackers from exploiting the same pathways.
The Ping Identity Solution: Verified Recovery
Ping Identity delivers a secure cost-effective approach to account recovery, offering a self-serve, reverified identity.
How It Works
When a customer begins account recovery, PingOne DaVinci orchestrates the flow, collecting signals from the device, location, network, and behavior to establish context for the request.
Here’s an example of a device recovery:
Step 1: User Access on a New Device
A returning customer opens the app on a new device and enters their username to begin login.
Step 2: Real-Time Risk Evaluation
PingOne Protect evaluates the request in real time, analyzing signals such as bot activity, IP reputation, and device risk.
Step 3: Step-Up Authentication for Account Possession
The user completes a step-up challenge using PingOne MFA or a third-party MFA service (e.g., email OTP) to confirm they have access to the account.
Step 4: Biometric Identity Verification
PingOne Recognize enables instant, self-service re-verification with one look at the camera. The user’s biometric template is compared to the one established by PingOne Verify, laying the foundation for continuous, verified trust.
Step 5: Trusted Access Reestablished
The user is granted full account access, and the new device is trusted—enabling fast, seamless biometric authentication for future interactions.
Key Use Cases
Products Powering Verified Recovery
A Game-Changing Approach to Recovery
Together, these services transform account recovery into a fast, secure, and low-friction experience.
Verified Recovery Workflow
Case Study
Tier 1 European retail bank used call centers for account recovery, costing $3.5 million annually. Fraud was increasing as high-risk payments were protected by SMS OTPs only.²
Outcomes
account takeover fraud
account recovery time
Build Trust, Reduce Risk, and Accelerate Growth
Verified Recovery securely restores account access by replacing weak, manual recovery steps with a risk-aware, biometric self-service flow.
Prevent Recovery-Based Account Takeover
¹ Umbrex - Cost per Contact
² Ping Identity internal customer data and reporting
At Ping Identity, we make it possible to trust every digital moment across customers, employees, partners, and non-human identities. Whether you’re securing millions of users, fighting fraud, simplifying third-party access, or going passwordless, establishing trust shouldn’t slow you down. Our enterprise-grade identity platform is built for scale, speed, and flexibility and works seamlessly with your existing cloud, hybrid, and on-prem environments. We help you confidently embrace AI and automation with Runtime Identity, so you can continuously verify the identity, context, and intent of every AI agent and control their actions in real time. With Ping, all digital experiences start with trust. Learn more at pingidentity.com.