Lost your phone or can't get a code
Sign in with a backup code
Section titled “Sign in with a backup code”You were given ten backup codes when you turned on two-step verification.
- Sign in with your email and password.
- On Two-step verification, choose I can’t use my app.
- Enter one of your backup codes. Each one works once.
Once you’re in, generate a new set from your Profile (Generate new backup codes), and set up your authenticator app again on your new phone if you need to.
If your code doesn’t work
Section titled “If your code doesn’t work”- Check the time on your phone. Codes depend on the clock. Set your phone to set its time automatically, then try the newest code.
- Wait for a fresh code. A code works once. If you’ve just used it, wait for the next one.
- “Too many attempts.” After ten wrong codes in an hour, codes are paused for up to an hour, and we email you. Wait, then try again. If you have a passkey on this device, Sign in with a passkey still works meanwhile.
No phone and no backup codes
Section titled “No phone and no backup codes”Ask your organization’s admin to reset your two-step verification. They will check it’s really you, for example by calling a number they already have for you. Then they choose Reset two-step verification next to your name.
After a reset you are signed out everywhere, your authenticator app, passkeys and backup codes stop working, and you set two-step verification up again at your next sign-in.
If your organization works with protected health information, your admin can’t reset it themselves. They’ll ask our support team, who check who you are the same way.
Something wrong or unclear on this page? Tell us and we’ll fix it.