I can't access my account
If you are having trouble logging in, the sections below cover the most common scenarios. If none of these apply, contact our support team at support@hercle.com and we will help you regain access.
Forgot password
You can reset your password directly from the login page.
Click Forgot password? and enter your registered email address.
Check your inbox for a password reset email and follow the link inside.
Once reset, log in using your new password and complete 2FA verification as usual.
If you do not receive the email within a few minutes, check your spam or junk folder. If the issue persists, contact us at support@hercle.com.
Lost access to Google Authenticator (2FA)
Before reaching out to support, please try logging in again — sometimes a simple retry resolves a temporary authentication glitch.
If the problem continues and you are unable to access your account due to a lost or inaccessible 2FA code, please note that we are currently unable to reset a Google Authenticator code directly.
However, there is a straightforward workaround:
Create a new account using a different email address at: https://auth.hercle.financial/sign-in
Once registered, share the new email address with our support team.
Our team will review and activate your new account promptly.
A few things to keep in mind:
Each Hercle account is linked to a single email address.
The Google Authenticator code can be configured across multiple devices — we recommend doing this when you first activate your account to avoid losing access in the future.
If your team shares a single Hercle account, the Google Authenticator code can be set up on all relevant devices simultaneously.
Locked account
If your account has been locked after multiple failed login attempts, wait a few minutes and try again. If the account remains locked, contact us at support@hercle.com — do not attempt to create a new account, as this may delay resolution.
No longer have access to your registered email address
If the email address linked to your Hercle account is no longer accessible, you will need to contact our support team directly. For security and compliance reasons, email address changes require identity verification before being processed.
Reach out to support@hercle.com from any address you can access and our team will guide you through the required verification steps.
Lost or stolen phone
If the device on which your Google Authenticator app is installed has been lost, stolen, or is otherwise unavailable, follow the workaround described in the Lost access to Google Authenticator section above.
To prevent this situation in the future, we recommend setting up your Authenticator code on more than one device during initial account setup.
Account compromised or hacked
If you believe your account has been accessed without your authorisation, contact our support team immediately at support@hercle.com with the subject line "Urgent: Compromised account".
To help us act quickly, please include:
The email address associated with your account
The date and time you first noticed the suspicious activity
Any details about unauthorised transactions or changes
Our team will prioritise your request, temporarily suspend account activity where necessary, and work with you to restore secure access.
Death of an account holder
We understand this is a difficult time. If an account holder has passed away, an authorised representative — such as an executor, administrator, or next of kin — can contact us at support@hercle.com with the subject line "Estate access request" to begin the process.
For corporate accounts, if the individual who held the login credentials has passed away or is otherwise unavailable, a designated representative of the company can request a credential transfer. You will need to provide documentation confirming your authority to act on behalf of the entity (e.g. board resolution, power of attorney, or equivalent).
For individual accounts, the estate's legal representative will need to contact us and provide the following:
A certified copy of the death certificate
Valid government-issued photo ID of the person making the request
Documentation confirming legal authority to act on behalf of the estate (e.g. grant of probate, letters of administration, or equivalent depending on jurisdiction)
A signed letter instructing Hercle on how to handle the account balance (transfer or withdrawal to a designated account)
Our compliance team will review the submitted documentation and respond within 10 business days. Please note that processing timelines may vary depending on the complexity of the estate and the jurisdiction involved.
Important: Do not attempt to access the account using the deceased's credentials. Doing so may complicate the claim process and could raise legal concerns.