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Lost my authenticator app or recovery codes

You might be here because: “new phone, lost my authenticator” · “can’t get a 2FA code” · “I don’t have my recovery codes” · “locked out of my account” · “recovery codes all used” · “how do I get back in” · “turn off two-factor for me”

Short answer

If you still have either your authenticator app or an unused recovery code, you can get in and fix things yourself. If you have lost both, you need to contact support to get back in; a person verifies your identity — the AI cannot remove two-factor from an account.

Check first

  • Any unused recovery code left? Each works once; the Security page shows how many of 10 remain. A recovery code is accepted wherever a 6-digit code is asked for.
  • Old phone still around, or the authenticator app backed up / synced to the new phone?
  • Still signed in on any browser? Then you can act now (below) without a fresh sign-in.

Likely causes and fixes

  1. Lost the app, have a recovery code. Sign in with password + a recovery code. There is no “move to a new phone” button: in Security, click Disable two-factor (it asks for a fresh code — a recovery code works), then Set up two-factor authentication again on the new phone; new recovery codes are shown once.

  2. Have the app, lost the recovery codes. Sign in with a code, then Security → Regenerate recovery codes. Old codes are invalidated immediately. If the request times out, check the status text before regenerating again.

  3. Setup just finished but codes were never shown. Generate new ones now while you still have the app.

  4. Lost both. Email support from the account’s email address, subject “Two-factor lockout”. Expect identity verification; a person performs the reset. The AI cannot speed this up or do it.

  5. Two-factor sign-in is “paused”. That is a temporary rate limit, not a lockout — wait the stated minutes. See Two-factor sign-in paused.

  6. Desktop app or API key. Neither can disable two-factor or regenerate codes; everything above is in the web dashboard.

If it still fails

Press Talk to a person in this chat (or open Help) and include: account email, whether you have the app, any recovery codes, or an active session, and when you enrolled. Never send codes. Account lockout recovery is a security action performed by a person.