docs(t&s): update procedures (#4826)

* docs(t&s): update procedures

* Apply suggestions from code review

Co-authored-by: Rowena Jones <[email protected]>

* Apply suggestions from code review

Co-authored-by: Jessica <[email protected]>
Co-authored-by: Rowena Jones <[email protected]>

* Apply suggestions from code review

Co-authored-by: Jessica <[email protected]>

* Apply suggestions from code review

Co-authored-by: Jessica <[email protected]>

---------

Co-authored-by: Rowena Jones <[email protected]>
Co-authored-by: Jessica <[email protected]>

Author: 3 people

pages/account/how-to/recover-a-lost-password.mdx

@@ -40,19 +40,12 @@ If you forget or lose your password, you can request to reset it.
 
 ## Recover your password if you lost access to your email account
 
-If you lose access to your email account, you will not be able to reset the password directly from the Scaleway console.
-
-If you cannot access your email account, you must send us a request to update your contact information with the following pieces of identification:
-
-* Email address
-* Postal address
-* If your account is:
-  - an individual account, a document proving your identity (passport or local ID card)
-  - a corporate account, a copy of a business registration certificate,
-   and a certified translation in either English or French if the document was issued in another language
-* A phone number to contact you
-* Copy of your last Scaleway invoice or the amount charged if you do not have a copy
-* A card or bank statement showing your Scaleway invoice debit
+If you lose access to your email account, you will not be able to reset the password directly from the Scaleway console. Instead, write to our Trust and Safety team with the following information:
+
+- Your current and new email addresses
+- The telephone number registered on your account
+- If you have an individual account, your passport or local ID card
+- If you have a corporate account, the certificate of incorporation and a copy of the last Scaleway invoice you received
 
 Once you have gathered all the required documents, send the request by email to: [[email protected]](mailto:[email protected]).
 

pages/account/how-to/use-2fa.mdx

@@ -93,16 +93,14 @@ Enter one of your **backup codes** instead of a code generated by your MFA devic
 
 ### If you lose your MFA device and backup codes
 
-If you lose both your MFA device and backup codes, you must go through a manual identity verification process to regain access to your account.
+If you lose both your MFA app and backup codes, the only way to regain access to your account is through a manual identity verification.
 
-Contact our support team with the following information:
-  * Email address,
-  * Postal address,
-  * Two different documents proving your identity (passport or local ID card for individual accounts + certificate of incorporation for companies),
-  * A contact phone number,
-  * A copy of your last Scaleway invoice, or details about the amount charged if you do not have a copy,
-  * A card or bank statement showing your Scaleway invoice debit.
+To do so, make a request to our Trust and Safety team. You must make your request from the e-mail address registered on your account. In your email, provide the following information:
 
-Once you have collected all this information, send it to [[email protected]](mailto:[email protected]).
+- The telephone number registered on your account
+- If you have an individual account, your passport or local ID card
+- If you have a corporate account, the certificate of incorporation and a copy of the last Scaleway invoice you received
 
-Our team will then proceed with an identity verification to determine if you can regain access to your account.
+Submit the complete set of required documents via email to [[email protected]](mailto:[email protected]).
+
+After analyzing your documents, our team will deactivate your two-factor authentication (2FA).

pages/dedibox-account/how-to/disable-two-factor-authentication.mdx

@@ -30,12 +30,15 @@ Multifactor authentication is now disabled, and you can log in with your identif
 
 ## How to restore access to your account
 
-If you lose both your MFA app and backup codes, the only way to regain access to your account is through a manual identity verification. To do so, contact our support team with the following information:
-  * Email address,
-  * Postal address,
-  * Two different documents proving your identity (passport or local ID card, for individual accounts + certificate of incorporation, for companies),
-  * Your current phone number,
-  * A copy of your last Dedibox bill or, if you do not have it, details about the charged amount,
-  * A card statement showing the Scaleway bill debit.
-
-Once you have collected this information, send it to [[email protected]](mailto:[email protected]).
+If you lose both your MFA app and backup codes, the only way to regain access to your account is through a manual identity verification.
+
+To do so, make a request to our Trust and Safety team. You must make your request from the email address registered on your account. In your email, provide the following information:
+
+* Your username
+* The telephone number registered on your account
+* If you have an individual account, your passport or local ID card
+* If you have a corporate account, the certificate of incorporation and a copy of the last Dedibox invoice you received
+
+Submit the complete set of required documents via email to [mailto:[email protected]]([email protected])
+
+After analyzing your documents, our team will deactivate your two-factor authentication (2FA).

pages/dedibox-account/how-to/recover-password-lost-email.mdx

@@ -24,17 +24,13 @@ In the unlikely event that you encounter such a situation, follow these steps to
 
 ### How to recover your password
 
-If you cannot access your email account, send us a contact update request with the following details:
-
+If you cannot access your email address, please contact our Trust and Safety team with the following information:
+- Your username
 - Your current and new email addresses
-- Your postal address
-- Two distinct identity documents (e.g., passport or local ID card for individuals, incorporation certificate for companies)-
-- A reachable phone number for contact purposes
-- A copy of your most recent Scaleway Dedibox invoice (or the amount charged if you do not have the invoice)
-- A card statement displaying the Scaleway bill debit
+- The telephone number registered on your account
+- If you have an individual account, your passport or local ID card
+- If you have a corporate account, the certificate of incorporation and a copy of the last Scaleway invoice you received
 
 Submit the complete set of required documents via email to [[email protected]](mailto:[email protected]).
 
-Upon receiving your application, we will proceed with updating your email address, subject to validation.
-
 Once your email address is updated, you can submit a [lost password form](https://console.online.net/en/user/recovery) to request the recovery codes for your account.