If you lost your authenticator app, use the backup code you were given when you enabled two-factor authentication. On the screen that asks for the six-digit code there is an option to use a backup code. The backup code can be used once and disables two-factor authentication, so you must set it up again right afterwards. If you do not have the backup code either, send us a support request.
When this article applies
- You changed phones and did not transfer the authenticator app
- Your device was lost or damaged
- You accidentally deleted the entry from the app
Steps with the backup code
- Open the login page and enter your email and password as usual
- On the screen that asks for the six-digit code, choose to use a backup code
- Enter the backup code you saved
- Submit the form
You will be logged in normally and two-factor authentication will now be disabled.
What to do right afterwards
- Open Security Settings from your profile
- Enable two-factor authentication again with your new device
- Store the new backup code in a secure place
The old backup code is no longer valid.
If you do not have a backup code
Send us a support request from the account email. Before we disable two-factor authentication, we will ask you for details that verify the account is yours. We do not disable it on a request from an unknown address or without verification, because that would be exactly the security gap the setting exists to close.
Frequently Asked Questions
The backup code is rejected.
Check that you have not copied a space at the beginning or the end. If the code has already been used once, it is not valid again.
I have the app but the code is not accepted.
Most likely the device time has drifted. Set the time to update automatically and try again, before using up the backup code.
My collaborator cannot log in.
Each user has their own authentication and their own backup code. The process must be done by that user; you cannot unlock it for them.