My Authenticator app or SMS two-factor authentication (2FA) has locked me out of my account

If you lost access to the original Authenticator App you used on your account, changed your phone number, or someone else enabled two-factor authentication (2FA) on your account, you will be unable to log in.

There are a couple of methods that you can use to re-gain access to your account.

Once you have logged into your account, you will be able to disable 2FA or change your preferred method from the Password & Security section of your Account management page. You can also change your phone number for 2FA via SMS

We strongly recommend that you re-enable 2FA for your account to keep it secure.


Use your email to login

  1. On the 2FA prompt, click Try another way.

  2. Select Send a Two-Factor verification code to your email.

  3. Go to your email inbox, locate the code and enter it into the SECURITY CODE field.
  4. After you enter the code you will be logged into your account.

If you were locked out of your account because you changed your phone number, you can follow the steps here to update the phone number on your account.


Use your backup codes

When you first enabled 2FA with an Authenticator app you are provided a list of backup codes for your account. If you kept track of those codes, you can use any one of them to regain access to your account:

  1. On the 2FA prompt, click Try another way.

  2. Select Enter your Two-Factor verification backup codes.
  3. Enter your 8 digit backup code
  4. After you enter the code you will be logged into your account.

If you were locked out of your account because you changed your phone number, you can follow the steps here to update the phone number on your account.


Change your phone number for 2FA via SMS

If you want to change the phone number that receives the SMS codes, here is how to do it:

  1. After you have logged into your account, go to the Password & Security section of your Account management page.
  2. Turn off the SMS Authentication and click proceed.
  3. After you turn it back On you will be able to enter your new phone number.
  4. Enter your new phone number in the popup window and click Send Code.
  5. When you receive the code via SMS, enter it in the Verification Code field and click Activate.

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