Backup codes and a lost phone

Signing in with a backup code

On the code screen, choose the option to use a backup code and type one of the codes you saved. Each code works once. After signing in, connect the authenticator again on your new phone.

Making new backup codes

In Settings → Two-step sign-in, type a current code from your authenticator and choose Make new codes. The new list appears once. Every code from the old list stops working straight away.

Make a new set whenever:

• you have used several codes;
• you think someone may have seen the list;
• you moved to a new phone.

Moving to a new phone

Many authenticator apps can move accounts between phones. If yours cannot, sign in with a backup code on the new phone and open a ticket so we can reset two-step sign-in with you.

Lost the phone and the codes

Open a ticket from the contact page using the email address on your account. Resetting two-step sign-in needs identity checks, and access to your cards can be delayed while we do them. Our staff will not request your password or a live code at any point.

Keeping it from happening

Store the backup codes away from your phone: on paper in a drawer, or in a password manager you can reach from another device.