Lost your phone or locked out of 2FA

Lost the phone with your authenticator app? Sign in with a recovery code. Without one, support resets 2FA after checking who you are, more strictly for owners.

If the phone with your authenticator app is lost, broken, or replaced without moving the app, you can still sign in with a recovery code. If you have no recovery codes either, the support team resets 2FA for you after checking who you are.

With a recovery code: sign in with it

1. Sign in with your email and password as usual.

2. On the Two-factor authentication page, tap Use a recovery code instead.

3. Type one recovery code into Recovery code and tap Confirm.

Once you are in, set up 2FA on the new phone straight away and make a new set of recovery codes, as described in 2FA recovery codes and changing phones.

No recovery codes: staff members

Store owners and admins can't reset a staff member's 2FA in the app, so nobody can easily switch off someone else's protection.

1. Tell the store owner you can't sign in because you lost your phone.

2. The owner contacts the support team and confirms you really work for the store. See Contact the team with a reference code.

3. The team resets your 2FA. The system signs you out on every device and records the reset in the audit log.

4. Sign in again and set up 2FA following Turn on two-factor authentication (2FA).

No recovery codes: store owners

An owner account can reach all of the store's data, so the reset is checked more strictly.

• The team checks your identity through more than one channel outside the app, such as a video call showing your ID card or a call back to the store's registered phone number.

• The reset needs two team members: one carries it out, the other approves it.

• Every owner and admin of the store gets an email when the reset happens.

• Each step has a reference number and is recorded for audit.

This takes longer than using a recovery code, so keep your recovery codes safe from day one.

If the app's code doesn't work but you still have the phone

• Use the latest code the app shows; codes change every half minute.

• Set your phone's clock to automatic.

• After several wrong codes in a row the system makes you wait a moment before trying again. It doesn't lock your account.