docs(gen): new trust and safety pages and faq reorder

Author: jcirinosclwy

menu/navigation.json

@@ -36,6 +36,10 @@
                     "label": "Log in to the console",
                     "slug": "log-in-to-the-console"
                   },
+                  {
+                    "label": "Change account ownership",
+                    "slug": "change-ownership-organization"
+                  },
                   {
                     "label": "Change the language",
                     "slug": "change-language"

pages/account/faq.mdx

@@ -2,21 +2,30 @@
 title: Account FAQ
 description: Get answers to your most common account-related questions.
 dates:
-  validation: 2025-03-11
+  validation: 2025-08-18
 productIcon: AccountExperienceProductIcon
 ---
 
-## Account access and security
+## Getting started
 
-### My account is locked. What do I do?
-If your account is locked, [contact our support team](https://console.scaleway.com/support/tickets/create) to learn the reason for the blockage and discover how to regain access.
+### Where can I find my Organization ID?
+You can find your Organization ID by accessing the [Settings](https://console.scaleway.com/settings/organization/information) page of your Organization.
 
-### I cannot access my account but I am still being billed
+You can also click the **Copy ID** button next to the Organization name to do so.
 
-First you must contact the support to help you [unlock your account](/account/troubleshooting/cannot-log-into-my-account/). Once you have regained access, identify what resources are still running and delete them. You can also [close your account](/account/how-to/close-account), and have all your remaining resources automatically shutdown.
+### Can I move a Project to another account?
+At this moment, it is not possible to move a Project from one account to another.
 
-### Can I reopen a closed account?
-Yes, you can [reopen a closed account](/account/how-to/close-account/#how-to-reopen-your-account). However, a closed account's resources are permanently deleted, and you cannot retrieve them.
+## Access and security
+
+### My account is locked. What should I do?
+If your account is locked, [contact our support team](https://console.scaleway.com/support/tickets/create) to learn the reason for the blockage and discover how to regain access.
+
+### I cannot access my account, but I am still being billed
+First, you must contact the support to help you [unlock your account](/account/troubleshooting/cannot-log-into-my-account/). Once you have regained access, identify what resources are still running and delete them. You can also [close your account](/account/how-to/close-account), and have all your remaining resources automatically shut down.
+
+### What should I receive a message saying that you have detected unusual activity on my account?
+This type of error requires manual intervention from our agents. Contact our Support team via a ticket, informing the message you received and requesting details about the lock and how to solve the problem.
 
 ### How can I report spam content that I received?
 You can report spam easily by installing the Signal Spam plugin, which is available for web browsers, email clients, and iOS devices. The plugin, represented by an owl-shaped button, allows you to flag unwanted emails or malicious URLs (such as phishing or scams) directly from your inbox.
@@ -25,15 +34,29 @@ When you report spam, your information is processed in real-time and shared with
 
 To get started, install the [plugin](https://www.signal-spam.fr/en/nos-modules/) (available for Firefox, Chrome, Safari, and Opera browsers and Mac Mail, Outlook, and Thunderbird mail clients) or follow the official reporting path at [Signal Spam](https://www.signal-spam.fr/en/parcours-signalant/) for further support.
 
+### I don't seem to have access to my Organization's resources
+If you do not have access to certain Organization resources, you might not have the necessary [IAM](/iam/concepts/#iam) **permission set**.
+
+[Read the documentation on permission sets](/iam/reference-content/permission-sets/) to learn more about the different access levels.
+
+Contact an Organization owner or a member with the necessary permissions to request rights to the resources you require access to.
+
+## Quotas and limitations
+
+### How can I get more quotas?
+You can get more quotas by adding and verifying your [payment method](/billing/how-to/add-payment-method/) and [identity](/account/how-to/verify-identity/).
+
+If you have already completed these two steps and still need an increase in quotas, contact our [support team](https://console.scaleway.com/support/tickets/create) and inform them which product you need more quotas for.
+
 ## Account management
 
-### Can I change my Organization’s country?
-If you need to change your Organization country and region, you must [create a support ticket](https://console.scaleway.com/support/tickets/create).
+### Can I change my Organization's country?
+If you need to change your Organization's country and region, you must [create a support ticket](https://console.scaleway.com/support/tickets/create).
 
-To make the process faster, when creating your ticket, inform us of your Organization’s new address, including: street address, city, postal code, region, and country.
+To make the process faster, when creating your ticket, inform us of your Organization's new address, including: street address, city, postal code, region, and country.
 
 ### Can I change the name of my Organization?
-If you have a Corporate, Startup, or Consultant account, you need to [create a support ticket](https://console.scaleway.com/support/tickets/create) to change your Organization’s name. If you have a Personal project account type, you can change your Organization’s name in the [Organization settings](https://console.scaleway.com/organization/settings). It may take a few minutes for the new name to be fully updated across the console.
+If you have a Corporate, Startup, or Consultant account, you need to [create a support ticket](https://console.scaleway.com/support/tickets/create) to change your Organization's name. If you have a Personal project account type, you can change your Organization's name in the [Organization settings](https://console.scaleway.com/organization/settings). It may take a few minutes for the new name to be fully updated across the console.
 
 ### How do I delete my Organization?
 [Closing your account](/account/how-to/close-account/#how-to-close-your-account) permanently deletes your Organization, along with its servers, resources, services, and backups.
@@ -42,46 +65,32 @@ If you have a Corporate, Startup, or Consultant account, you need to [create a s
   We recommend that you delete all resources before closing your account. Otherwise, the remaining resources will be billed for usage before their manual deletion, which can take up to 10 days.
 </Message>
 
-### I would like to delete my personal data
-Refer to the [How to delete your account and personal data](/account/how-to/close-account/) documentation.
-
-<Message type="note">
-  Once you request the deletion of your account and personal data, you will no longer be able to access your account or invoices. The request will take at least 72 hours to be processed. You must make sure all your bills are paid, and that you have not used any resources since the beginning of the current calendar month.
-</Message>
-
-### Where can I find my Organization ID?
-You can find your Organization ID by accessing the [Settings](https://console.scaleway.com/settings/organization/information) page of your Organization.
-
-You can also click the **Copy ID** button next to the Organization name to do so.
+### Can I reopen a closed account?
+Yes, you can [reopen a closed account](/account/how-to/close-account/#how-to-reopen-your-account). However, a closed account's resources are permanently deleted, and you cannot retrieve them.
 
 ### How do I change my email address?
 To change your email address:
 
-1. Access your account's [Profile Settings](https://console.scaleway.com/settings/account/profile).
+1. Access your account's [Profile](https://console.scaleway.com/settings/account/profile#profile-information).
 2. Under the section **User information**, click **Edit profile**.
 3. Enter a new address under **Email address**, then click **Confirm changes** to save your modification.
 4. Confirm your new email address by clicking the link sent to your inbox.
 
-## Projects and resource management
-
-### Can I move a Project to another account?
-At this moment, it is not possible to move a Project from one account to another.
+### Can I transfer my Organization to another Owner?
+There is no process for transferring an Organization between accounts. You can, however, change the email address of your Owner account to another Member's email address. They can then process to update their password and start using the Owner account as their own.
 
 ### I have created a resource in the wrong Project. Can I move it?
 At this moment, it is not possible to move a resource from one Project to another.
 If you need to move a resource, you must delete it and create it again in the right Project.
 
-### How can I get more quotas?
-You can get more quotas by adding and verifying your [payment method](/billing/how-to/add-payment-method/) and [identity](/account/how-to/verify-identity/).
-
-If you have already completed these two steps and still need an increase in quotas, contact our [support team](https://console.scaleway.com/support/tickets/create) and inform them which product you need more quotas for.
+## Privacy
 
-### I don’t seem to have access to my Organization's resources
-If you do not have access to certain Organization resources, you might not have the necessary [IAM](/iam/concepts/#iam) **permission set**.
-
-[Read the documentation on permission sets](/iam/reference-content/permission-sets/)​ to learn more about the different access levels.
+### I would like to delete my personal data
+Refer to the [How to delete your account and personal data](/account/how-to/close-account/) documentation.
 
-Contact an Organization owner or a member with the necessary permissions to request rights to the resources you require access to.
+<Message type="note">
+  Once you request the deletion of your account and personal data, you will no longer be able to access your account or invoices. The request will take at least 72 hours to be processed. You must make sure all your bills are paid, and that you have not used any resources since the beginning of the current calendar month.
+</Message>
 
 ## Support
 
@@ -100,8 +109,7 @@ When you change your plan, the upgrade is applied immediately.
 ### If I upgrade my support plan in the middle of the month, how will I be billed?
 You will be billed on a pro rata basis. For example, if you switch from the Advanced plan to the Business plan on the 20th of the month, you will be billed from the first to the 19th for the Advanced plan. Starting from the 20th until the end of the month, you will be charged for the Business plan.
 
-### How do the Advanced, Business and Enterprise support plans pricing work?
-
+### How do the Advanced, Business, and Enterprise support plans pricing work?
 Refer to the [Understanding support plans](/account/reference-content/understanding-support-plans) reference page for more details about how each plan works.
 
 ### Which language does the support team speak?
@@ -111,10 +119,10 @@ Our support team can assist you in English and French, via ticket and/or phone,
 You can create and track your support tickets from the Scaleway console. [Follow this how to](/account/how-to/open-a-support-ticket/) for more details.
 
 ### How do I report abuse or suspected abuse coming from the Scaleway network?
-To report abuse or suspicion of abuse from our network, open a new abuse report via [abuse.scaleway.com](https://abuse.scaleway.com). Include as many details as possible in your report such as logs, header, URL and any information you might find relevant in your report.
+To report abuse or suspicion of abuse from our network, open a new abuse report via [abuse.scaleway.com](https://abuse.scaleway.com). Include as many details as possible in your report, such as logs, header, URL, and any information you might find relevant in your report.
 
 <Message type="tip">
-  More information on how to report abuse can be found in [Scaleway’s Abuse notice](https://www.scaleway.com/en/abuse-notice/).
+  More information on how to report abuse can be found in [Scaleway's Abuse notice](https://www.scaleway.com/en/abuse-notice/).
 </Message>
 
 ### How frequently can I benefit from an architecture review?

pages/account/how-to/change-ownership-organization.mdx

@@ -0,0 +1,59 @@
+---
+title: How to change the Ownership of an Organization
+description: Learn how to transfer the ownership of an Organization via the Scaleway console.
+tags: ownership account transfer
+dates:
+  validation: 2025-08-18
+  posted: 2025-08-18
+---
+import Requirements from '@macros/iam/requirements.mdx'
+
+At Scaleway, each Organization can have only one Owner, who is usually the person who created the account.
+For several reasons, such as the departure of an employee or enterprise acquisition, you may need to change the Owner of your Organization, transferring the title to another person.
+
+While there is no process for transferring an Organization between accounts or attributing that role to another Member, you do have some options to allow someone else to access the Organization as an Owner. This page shows you how to do so.
+
+<Requirements />
+
+- A Scaleway account logged into the [console](https://console.scaleway.com)
+- Be the [Owner](/iam/concepts/#owner) of the intended Organization
+
+<Message type="important">
+  - You cannot have more than one Owner per Organization.
+  - It is not possible to be the Owner of more than one Scaleway Organization using the same email.
+  - If the Owner of your Organization is an employee of your company who will be leaving soon, we recommend replacing their email with that of the new Owner before their departure.
+</Message>
+
+The process of changing the Owner of an Organization depends on whether you have access to the Owner's account.
+
+## I have access to the Owner account
+
+1. Open the [Settings page](https://console.scaleway.com/settings/organization) of your Organization on the Scaleway console. You can find this option on the left-side navigation menu.
+  Alternatively, click your **Profile avatar** on the right side of the header navigation, then click **Settings**. On the left-side navigation menu, scroll down to the **Account** section, and click **User information**.
+2. Go to the [User information](https://console.scaleway.com/settings/account/profile#profile-information) section of your Owner's **Profile** page and click **Edit**. A pop-up appears.
+3. Replace the current email with that of the desired new Owner in the **email address** field.
+  You can also change the first and last names to those of the new Owners, if you wish.
+    <Message type="important">
+      - It is not possible to be the Owner of more than one Scaleway Organization using the same email.
+      - If the person you want to transfer the ownership to has an Organization of their own, they will have to either create a new email address or delete their personal Organization before you make the update.
+    </Message>
+4. Click **Confirm** changes to save your modification(s).
+
+  The Owner account is now registered under the newly entered email address.
+
+### Ownership transition
+Ensure you communicate the current password to the new Owner and [disable MFA](/account/how-to/use-2fa/#how-to-disable-mfa), if enabled, so they can easily access the Owner account and re-enable multifactor authentication on their personal device later on.
+
+If the old Owner must still have access to the Organization, you can [create a Member account](/iam/how-to/manage-members/#how-to-create-a-member) using their email address.
+Then, using permission sets, you can grant them rights to view, edit, and manage resources within the Organization. [Learn more about permission sets](/iam/reference-content/permission-sets/#scoped-by-project)
+
+## I have no access to the Owner account
+
+If you need to change the Owner information of an Organization but have no access to their account, you must [reach out to our Support team via a ticket](https://console.scaleway.com/support/tickets/create) and provide them with the following information:
+
+- Organization ID
+- Current Organization Owner's first and last name
+- Current Organization Owner's email address
+- New Organization Owner's first and last name
+- New Organization Owner's email address
+  If the Organization is a Corporate account, you must also attach a copy of the company's **Kbis/registration**.

pages/account/how-to/verify-identity.mdx

@@ -3,7 +3,7 @@ title: How to verify your identity
 description: Verify your identity for secure Scaleway account access.
 tags: verification identify account id id-verification
 dates:
-  validation: 2025-02-11
+  validation: 2025-08-18
   posted: 2021-06-11
 ---
 import Requirements from '@macros/iam/requirements.mdx'
@@ -47,3 +47,8 @@ Verifying your identity allows you to [unlock resource quotas](/organizations-an
 8. Frame your face in the designated areas as requested by the validation process.
 
     Once the verification is complete, a confirmation message appears in the Organization dashboard.
+
+  <Message type="important">
+    You must complete the verification process within 15 minutes.
+    Once that period elapses, you should [contact our Support team](https://console.scaleway.com/support/tickets/create) for a manual verification.
+  </Message>

pages/account/troubleshooting/cannot-validate-phone-number.mdx

@@ -0,0 +1,26 @@
+---
+title: I can't validate my phone number
+description: Learn how to solve issues that might occur when trying to verify your phone number on the Scaleway console.
+tags: account review safety
+dates:
+  validation: 2025-08-18
+  posted: 2025-08-18
+---
+
+## Problem
+I can't validate my phone number on the Scaleway console.
+
+### Symptoms
+- You received the error message 'An error occurred' when trying to validate your phone number
+- You get stuck at step 2/4 of the phone number validation process
+- Your account is locked due to a lack of phone number validation that can't be completed
+
+### Possible causes
+- You have made too many attempts at validating your phone number in a short period, and the service was temporarily blocked
+- Your phone number is from a country not currently supported by Scaleway
+
+### Solutions
+- Ensure you are entering your phone number with the correct country code
+- Use the correct format containing the country code with two digits, followed by all the phone number digits, with no dashes or spaces: `+00 123456789`.
+- Ensure your phone number is from a [country supported by Scaleway](/billing/troubleshooting/cannot-find-my-country)
+- If none of these work, [contact our Support team](https://console.scaleway.com/support/tickets/create) for a manual unlock.