Lost your two-factor device?

If the phone with your authenticator app is gone, there are two ways back in. The first is quick; the second is deliberately slow, because it is the way a thief would try too.

If you have a recovery code

1. On the sign-in page, enter your email and password. In the Two-factor code field, enter one of your recovery codes instead of an app code. Spaces, dashes and letter case do not matter.
2. Once in, open Settings → Security → Two-factor sign-in → Manage and press Disable two-factor (it asks for your Current password and a code; use another recovery code).
3. Press Turn on and set two-factor up again on your new phone, as in Turn on two-factor sign-in. Save the new recovery codes.
4. Also press Sign out all other devices under Where you are signed in, and change your password if the lost phone was still signed in.

Each recovery code works once. If the code step says Too many wrong codes, a recovery code still works.

If you have no recovery codes

Only our team can reset your two-factor, and only after we are sure it is you. The sign-in page's Lost your two-factor device? link says the same:

1. Email support from the email address on your account, with a photo of your national ID card or passport and a selfie of you holding it. Requests from another address, by phone or by chat are refused.
2. If your account already has an approved identity document (see Verify your identity (KYC)), we check against that.
3. Once we have checked, we reset two-factor. You get an email headed Security: your two-factor was changed, and every signed-in device is signed out.
4. Sign in with your password, turn two-factor on again, and if we asked for a document you had not uploaded before, upload it under Settings → Verification.

Prevent the next time

• Keep the recovery codes off the phone: in a password manager or printed.
• Add a passkey on a second device; a passkey signs you in on its own.