Losing access to your 2FA device can be stressful, but your account is safe and recoverable.
Option 1 — Use backup codes.
When you first enabled 2FA, you received backup codes. If you saved them:
On the login screen, enter your passcode
When prompted for a 2FA code, select "Use backup code"
Enter one of your backup codes
Log in and go to Security → reconfigure 2FA with your new device
Option 2 — Contact support
If you don't have backup codes:
Email [email protected] from your registered email address
Subject: "Lost 2FA device — account recovery"
Include your full name and a photo of your government ID for verification
Our security team will verify your identity and temporarily disable 2FA
Processing time: 1–3 business days (this delay is intentional for security)
After recovery: Set up 2FA again immediately with your new device. Save the backup codes this time; store them in a password manager or print them in a secure location.