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Lost your phone: replace the authenticator

If you lost or changed the phone that has your authenticator app, you can set up a new one. You need your password and access to your email. It works the same way in the Business panel and in the Personal app.

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Replace the authenticator with your password and a code sent to your email. The old one stops working right away.

What you need​

  • Your password. The replacement starts after the password is accepted.
  • Access to the email of the account. You will receive a 6-digit code.
  • An authenticator app on the new phone.
  • 24 hours since the password was created or last changed. This includes a new account: on its first day the authenticator cannot be replaced. See why below.

You do not need SMS, and there are no recovery codes to keep.

Replace the authenticator​

  1. On the login screen, type your Email and Password and select Sign In.
  2. On the screen Enter your authenticator code, select I lost my phone. You have 5 minutes to do it after the password is accepted.
  3. The platform sends a 6-digit code to your email. On the screen Check your email, type it in Code from the email and select Continue.
  4. On the screen Set up your new authenticator, scan the QR code with the authenticator app on your new phone. Cannot scan it? Type the key shown under the QR code.
  5. Type the code in the field 2. Enter the 6-digit code the app shows and select Finish and sign in.

Good to know:

  • You have 15 minutes to type the email code, and then another 15 minutes to set up the new app.
  • 5 wrong codes in either step cancel the replacement. The screen shows This step has expired. Please start again. and you start again from the password.
  • There is no button to send the email again. If the email does not arrive or the code expires, select Back to log in, sign in with your password and select I lost my phone again.

What happens when you finish​

  • The old authenticator stops working at that moment.
  • Every open session of the account is closed, on every device.
  • You receive an email telling you that the authenticator was replaced. If it was not you, contact support right away.
  • You are signed in on the device where you did the replacement.

Why the 24-hour wait​

The authenticator can only be replaced 24 hours after the password was created or changed. If you try earlier, this notice appears below the field on the screen Enter your authenticator code:

For your security, the authenticator can only be replaced 24 hours after the password was created or changed. Try again later.

This protects you when someone gets into your email. Without the wait, that person could reset your password and replace your authenticator one after the other, and take the account in minutes. With the wait, you receive the password-change email and have a full day to react.

What cannot be changed yet​

The mobile number confirmed at sign-up cannot be changed. In the Personal app, the Account screen shows it under Mobile number, without an edit button. The platform uses SMS only once, when the account is created, so losing access to that number does not lock you out.

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