Lost your second factor: getting back in
Phone gone or app deleted: sign in with a recovery code, or without codes ask support to reset it.
Who this is for:
All users
2 min readUpdated: 21/09/2026Step by step
- Enter e-mail and password on the sign-in page and, when asked for the code, choose “sign in with a recovery code”.Each code works once
- Then set up two-factor sign-in again on the new device under Settings → Security and store new recovery codes.Your password is requested
- Without a recovery code, write via “Contact support” in the help centre, from your account's e-mail address.When signed in, use “Help & contact”
- Support checks your identity and then resets the second factor. You receive an e-mail about it.The reset appears in the activity log
- Sign in with e-mail and password and set up two-factor sign-in again right away.Until then only the password protects you
The result: You are back in your account, and two-factor sign-in runs on your new device.
Important: Support resets the second factor only after an identity check and never asks for your password. If you receive an e-mail about a reset you did not request, contact support immediately.
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What if it does not work?
- The codes from the app are not accepted.
- The codes are time-based. Check that time and time zone on the phone are set automatically.
- I have forgotten my password too.
- First reset the password via “Forgot password?” on the sign-in page. The second factor is not affected by that.
Related guides
Setting up two-factor sign-inA second factor from your authenticator app protects the account even if the password falls into the wrong hands.Help & contact: feedback to supportSend support a message from any page, together with the page you are on, so the answer fits.Reading the activity logWho did what and when: uploads, sharing, deliveries, sign-ins, filterable, exportable and the basis of all traceability.