I lost access to my two-factor app, how do I get back in?
Updated
Sign in with a recovery code you saved, and if you have none left, contact our support team, who remove two-factor once we know the account is yours.
Sign in with one of the recovery codes you saved when you turned on two-factor authentication. If you have no recovery codes left, contact our support team, and our team removes two-factor authentication from your account once we have confirmed that the account is yours.
Can I sign in with a recovery code?
Yes, sign in as usual, and when the window asks for your Two-factor code, press Use a recovery code and enter one of your recovery codes. Each recovery code works once, so note which codes you have already used.
A recovery code lets you sign in, but turning two-factor authentication off or getting new recovery codes needs a code from the authenticator app itself. If you no longer have your old app, sign in with your recovery codes until our support team has removed two-factor authentication, then set it up again on your new phone.
What if I did not save my recovery codes?
If you did not save your recovery codes, contact our support team, which you can reach without signing in:
- Give us the email address on your account, so we can find your account.
- Tell us what happened, such as a lost, broken or replaced phone.
- Answer our team's questions, because we confirm that the account is yours before we remove anything.
Once our team removes two-factor authentication, you sign in without a code, and you can turn two-factor authentication on again straight away.
Why does removing two-factor authentication take time?
Two-factor authentication keeps other people out of your account even when they know your sign-in details. Someone trying to take over an account would ask us to remove two-factor authentication too, so our team confirms that every request comes from the account's owner before removing it. We reply as soon as we are sure the account is yours.
How do I avoid getting locked out again?
- Save your new recovery codes as soon as you turn two-factor authentication on again, somewhere safe away from your phone.
- Move two-factor authentication before you change phones. Before you give up your old phone, turn two-factor off with a code from it, then turn it on again with your new phone.
- Get new recovery codes when only a few are left. Your security page shows how many you have left, and pressing New recovery codes there gives you a new set of recovery codes.
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