If two-factor authentication is on and you no longer have the phone that receives the code, you can still get back in — there is more than one route, and none of them leave you locked out for long.
Use a backup code first
When you set up 2FA you were given single-use backup codes. Enter one of these in place of the app or SMS code to sign in, then go straight to Account > Security and re-register your new device. Each backup code works once, so generate a fresh set afterwards.
If you don’t have a backup code
- Contact support and tell us you’ve lost access to your 2FA device.
- We verify your identity as an authorised person on the account before we reset anything — this protects you as much as it does us.
- Once verified, we remove the old 2FA link so you can sign in and set up the new phone.
If more than one person administers the account, another administrator can also help by keeping things running while you recover access.
Whenever a change touches money, access or your company’s data, we verify the request is genuinely from an authorised person before we act. We will never ask you to confirm full security details by email or phone to release information or push through a change — if a message pressures you to do that, treat it as suspicious and contact us to check.
See also: How to turn on two-factor authentication, How to reset your account password, I can’t sign in to my account.