Lost your phone or authenticator app

Six ways back in when you can't get your two-step code. Your vault stays safe either way.

Steps

1. 1

   Sign in with your email and password. On the two-step screen, choose Can't use this? Lost phone or authenticator.

2. 2

   Text me a code: if you added your mobile number, get a code by text message.

3. 3

   Use a recovery code: type one of the 10 codes you saved when you turned on two-step.

4. 4

   Approve from another device: open Passkey-X on your computer, browser or phone where you're still signed in, and choose the number shown on the new screen.

5. 5

   Ask my trusted contacts: call or meet them and read them the 6-digit code on your screen; they type it in Passkey-X to confirm it's you.

6. 6

   Ask my administrator: in an organization, your admin chooses Reset two-step next to your name in Admin console › People › All people. In a family, the family owner opens Shared vaults (with the family vault selected) › Family members and chooses Reset two-step next to your name.

7. 7

   Wait 24 hours: when nothing else works. We email you and alert your signed-in devices; anyone with access to them can cancel it if it wasn't you.

8. 8

   When you're back in, set two-step up again in Account security and save new recovery codes.