Lost your phone? Get back into your account
Short answer
On the code screen, press Use a backup code and enter one you saved. It turns two-step verification off so that you can set it up again on your new phone.Use a backup code
- Sign in with your password or passkey. If you have also forgotten your password, start with the reset instead.
- On the code screen, press Use a backup code.
- Enter one of the codes you saved, and press Reset two-step verification.
- Set up two-step verification again on your new phone.
- Generate new backup codes under Settings → Security. Do this even if some of your old ones are left, because the old ones stop working.
A backup code is not a way to skip the check. It works once, and it resets the second step instead of standing in for it.
If you have no backup codes
If someone else runs your team: your owner can remove you under Settings → Team and invite you at a new email address. So can an administrator, unless you are the owner or another administrator. It has to be a new address, because the lost code stays with the old sign-in.
If you are the owner, or nobody can do that: write to us. We cannot do this over email alone, because someone who has taken over your email could write to us too. A person calls the phone number on your application, then compares you with the ID you gave us on a video call. This takes longer than using a code. We tell your business’s owner directly if the reset is for someone else on the team.
If the number on your application was on the phone you lost, say so when you write. If your phone company can give you the number back, that is the quickest way. If not, you show us your business’s bank account on the video call as well, and your payouts wait for a few days afterwards.
If your business has only ever been in Test mode, so you have never sent in an application and never taken a real payment, we cannot reset it, because we have nothing to compare you with. Sign up again with a different email address. Your test data does not carry over.
Your payments and scheduled payouts carry on while you are locked out.
If someone may have your phone
Once you are back in, open Settings → Security, and press Sign out other devices. Change your password as well, and your email password too, because a reset link goes to your email.