I lost my phone and cannot access my 2FA codes

For BackOffice users: how to regain access when you have lost the phone with your 2FA codes.

I lost my phone and cannot access my 2FA codes

This page is for BackOffice users. 2FA codes are only used for the BackOffice, not the mobile app.

Before you start, check Troubleshooting checklist: start here.

Introduction

If you lose the phone holding your authenticator app, you cannot generate a 2FA code.

How you recover depends on whether an administrator still has access.

Detailed explanation

2FA is enabled per employee from the BackOffice.

An administrator can turn 2FA off for any employee. They use the red reset button on the screen where 2FA was first set up.

• An admin still has access: They reset your 2FA. You can then log in and set it up again. No support ticket is needed.
• You are the sole administrator: Nobody can reach the reset button. Contact support for account recovery.

Support may verify your identity before helping.

Step-by-step guide

1

Ask an administrator to reset your 2FA

Ask an admin to open your employee screen in the BackOffice. They click the red reset button where 2FA was set up.

2

Log in and set up 2FA again

Once reset, log in and set up 2FA on your new phone.

3

If no administrator can help, contact support

If you are the only admin and locked out, contact support for account recovery.

FAQ

Can I temporarily turn off my own 2FA without a phone?

No. An administrator resets it. If you are the only admin, support handles account recovery.

Will resetting 2FA delete any data?

No. It only removes the second login step.

References

• Troubleshooting checklist: start here