**Short answer:** You can turn on two-step sign-in (2FA) in your account settings for extra protection. If we notice suspicious payment activity, we may ask you to verify your account, and accounts that don't complete verification are suspended.

## Two-step sign-in (2FA)

With two-step sign-in, you need a second step on top of your password when you log in. Even if someone learns your password, they can't get into your account without that second step.

You can turn it on in your **account settings**. We recommend it for every account, especially if you ship high-value items.

## Why we may ask you to verify your account

To protect you and our other customers, we watch for unusual payment activity. If something looks suspicious, we may send you a verification request before your account can continue as normal.

- **Complete the request as soon as you can.** Follow the instructions in the request.
- **If verification isn't completed, the account is suspended.**
- **Not sure a request is genuine?** Contact our support team at support@forwardme.com before you share anything.

A verification request doesn't mean you've done anything wrong. It's a routine check that helps stop card fraud.

**While your account is on hold, shipping is paused, not storage.** Packages can still arrive and be logged to your account, and their storage clocks keep running as usual, but we can't process a shipment until the hold is resolved. See our [Terms](https://www.forwardme.com/terms) (§6.4). Resolve the request quickly so a package's storage period doesn't run out while shipping is on hold.

## Tips for a safe account

These are good habits for any online account:

- **Use a strong, unique password** that you don't use anywhere else.
- **Turn on two-step sign-in.**
- **Keep your account email secure**, because it's where password resets and notifications go.
- **Be careful with links.** If an email asks you to sign in, go to the ForwardMe website yourself instead of clicking the link.
- **Never share your password or sign-in codes** with anyone.
- **Check your account now and then** for packages, shipments or payments you don't recognize.

## If you think someone else has access

1. Change your password right away.
2. Turn on two-step sign-in if it isn't on yet.
3. Contact our support team and tell us what you noticed, such as a shipment, address or payment you don't recognize.

## Common questions

**Is two-step sign-in required?**
It's available for every account, and we strongly recommend it.

**Why was I asked to verify my account?**
We ask for verification when we notice suspicious payment activity. It's a routine security check.

**What happens if I don't complete verification?**
The account is suspended. Complete the request, or contact our support team if you have trouble with it.

**I see a shipment or payment I don't recognize. What should I do?**
Change your password, turn on two-step sign-in, and contact our support team with the details.

## Still need help?

Our support team is available on weekdays from 09:00 to 17:00 ET at support@forwardme.com.