If you've lost access to the email address associated with your BinaryLane account we'll need to establish your identity to begin the process of recovering your account access. 


  1. Contact Our Support Team: Reach out to support by submitting a ticket here

  2. Provide Identification Documents: To verify your identity, we will require multiple forms of ID verification. Acceptable verification documents include, but are not limited to:
    • Government-issued photo ID (e.g., driver's license, passport).

    • Proof of address (e.g., utility bill, bank statement).

    • Any other official document that can substantiate your identity and link you to the account in question.

  3. Additional Verification Process: Depending on the situation, further information or documentation may be requested to confirm your identity.

  4. Account Recovery Steps: Once your identity is confirmed, we will guide you through the necessary steps to regain access to your account.


The password reset email is not arriving

  1. Check your spam, junk and quarantine folders, and any mail filtering your organisation applies.
  2. Check that you are looking in the mailbox the account is registered to. Search each of your mailboxes, including junk, for emails from support@binarylane.com.au: invoices and notifications go to the email address on your account, so the mailbox that has them is the one to use on the Forgot Password page. The help icon next to the email field on the login page gives the same tip.


Finding which email address your company's account uses

If the person who set up your BinaryLane account has left and you do not know which mailbox it is registered to, we cannot tell you the address when you write from an email address that is not on the account. You can find it in your own mail system, because BinaryLane sends invoices and notifications to the registered address.


Microsoft 365 / Exchange Online:

  1. Open the Exchange admin center and go to Mail flow > Message trace, then select Start a trace.
  2. Set the sender to support@binarylane.com.au (or leave it blank and search for "BinaryLane" in the subject), the recipients to All, and the time range to the last 30 days.
  3. The recipient shown is the account email address.


Google Workspace: in the Admin console, go to Reporting > Email Log Search and search for messages from support@binarylane.com.au.


If that mailbox belongs to someone who has left, re-enable it (or convert it to a shared mailbox you can read), then use Forgot Password? at https://home.binarylane.com.au/login/forgotpassword: the reset email will arrive in that mailbox. Once you are logged in, you can change the account email and contact details under Account.


If anyone at your company can still log in to mPanel, they can give you the account's Support Code, shown in the left-hand menu just above Help Desk. Include that code in your ticket and we can help you from your own address. See Your Support Code: what it is and where to find it.


Important Considerations:


Security and Privacy: We prioritise the security and privacy of our customers. Access to account information or changes to account details will only be processed once proper identification is verified.


Third-Party Requests: If someone other than the account holder needs to access the account (e.g., in case of emergency or legal situations), they must provide appropriate legal documentation, such as a court order or power of attorney.


For any further assistance or clarification, please do not hesitate to contact support.