Logic Deadlock: "Twin Found" error blocks 5-year account recovery

[supermeta-cloud]

Hi Devs,
​I’m hitting a logic deadlock with the Face Verification system and need a manual fix.
​I’ve been using GoodDollar since late 2021 and have $100 worth of CELO staked in the protocol (deposited around 2022/23). My registered phone 0034-642xxxx09 was permanently killed by my carrier (DIGI Spain Ref: xxxxxxxxx), so I can’t do SMS.
​The Technical Issue:
When I try to log in, the system triggers a "Twin/Duplicate Found" error.
​This error is technically a confirmation that my biometric hash matches my original 2021 account. My face is already mapped to that account in your database, but because I can’t pass the SMS step, I’m stuck in a loop.
​The "Twin Found" error should be treated as a successful ID match, not a blocker. I need a dev to manually unlink the dead phone and bridge my profile to my current email : [at] gmail.com (Please replace [at] with @)
​I have 5 years of claim history and staked assets at stake. Support emails have been silent for weeks. I’m ready to provide my Passport or do a live video check to prove I’m the person who triggered the "Twin" match.
"Hi @sirpy could you please take a look at this biometric hash conflict? My assets are locked due to this 'Twin Found' error."

[L03TJ3]

Your identity will expire after 6 months since last verification, this process cannot be sped up.
After which you can whitelist a new wallet.

Besides this, if you did not back-up your private key there is not much we can do in terms of replacing your login.
We don't have access to your private data related to your wallet or have control over which address you get with your chosen login-method.

[supermeta-cloud]

​"I appreciate the technical breakdown, but 'waiting 6 months' is not an acceptable solution for an active governance participant.
​Please note that I am not a casual user. I am a long-term stakeholder since 2021 with 5 years of uninterrupted claim history. More importantly:
​Financial Stake: In 2022/2023, I deposited 100 worth of CELO specifically to swap for G and staked them directly into the GoodDollar protocol. These are active assets, not just free claims.
​Governance Participation: I have consistently used my $GOOD to vote on community proposals (DAO). I am an active part of the GoodDollar ecosystem's growth.
​The 'Twin Found' error is the smoking gun here. If the system detects a 'Twin', it has already mathematically verified that my current Face Map matches the identity of the 2021 account (linked to phone 0034-642xxx009). This isn't a 'new' person trying to sign up; it's the recognized owner being locked out by a dead SIM.
​Since the protocol recognizes my face as a 'Twin', I request a manual review to bridge my verified identity to my new wallet/email . As a staker and voter, I expect a recovery path that doesn't involve losing access to my 5-year track record and staked capital."

[L03TJ3]

@sirpy

[sirpy]

@supermeta-cloud i've sent you an email

[supermeta-cloud]

​@sirpy @hadar-rottenberg It has been a week since I emailed the required documents for my account recovery (Address: 0xxxxxxxxxxxxxx).
​I have provided my identity documents and the Official Carrier Dispute (Ref: xxxxxxxx) from DIGI Spain to prove my ownership of the original number. I understand the team may be facing extraordinary circumstances in Israel, but as a 5-year community member and GOOD holder, I am eager to restore my access to participate in the DAO governance.
​Could you please check your email and assist in the manual unbinding of my biometric hash? Thank you for your support and stay safe!