I lost the phone with my authenticator app

Why it happens

The six-digit code lives in the authenticator app on your phone. Without the phone, the system cannot know it is you unless you use one of your recovery codes, or someone in your agency vouches for you.

What to do

1. Try a remembered computer. If you ticked Remember this device for 30 days on your office computer, it still signs in without a code. Once inside, follow the steps below to move two-step to the new phone.
2. Use a recovery code. On the Two-step sign-in step press Use a recovery code instead, type one of the 10 codes you saved and press Verify and sign in. Then, in My account:
   • if two-step is optional for you, press Turn off next to Turn off two-step sign-in, use another recovery code to confirm, and set it up again on the new phone;
   • if it is Required, ask for a reset (step 3), or keep using recovery codes until the reset is done.
3. Ask for a reset. Your agency owner (or a colleague whose role manages the team) opens Team and roles, opens your row menu and chooses Reset two-step (lost phone). The owner can also do it in Settings → Sign-in security with Reset on your row.
4. Sign in again. After the reset you sign in with your password only. If two-step is required for you, the setup screen opens at once: scan the new QR code with the new phone and save the new recovery codes.

If you are the agency owner

You cannot reset your own two-step sign-in from Team and roles. Use a recovery code, or a remembered computer. If you have neither, contact the platform's support: they can reset it for you after they confirm who you are.