What to do if you lose your phone
Signing in with a recovery code.
If your authenticator is on a phone you no longer have, your recovery codes are the way back in.
Using a recovery code
- Sign in with your email and password as usual.
- At the code prompt, choose to use a recovery code instead.
- Enter one of the codes you saved when you set 2FA up.
- Once inside, go to Settings and pair a new authenticator immediately — that code is now spent.
If you have no codes either
Contact BASSMA from the email address on the account. Identity has to be confirmed before 2FA can be reset, so this is deliberately not instant — the same barrier that protects you is the one you are asking to be let through.
Once you have a new phone, store the next set of recovery codes somewhere separate from it. Codes saved only on the device they protect are no help the day you lose it.