I've lost my authenticator app

Short answer: on the code screen, click the link to sign in with a recovery code and use one of the ten codes you saved during setup. Once you're in, turn two-step verification off or pair a new device. Out of codes? Ask an admin in your workspace to turn your two-step verification off.

Getting in with a recovery code

On the screen where Sarrai asks for your code there's a link to sign in with a recovery code. Each code works once and expires the moment you use it.

Once you're in, do one of these two things straight away, otherwise you'll be in the same spot at your next sign-in:

1. Turn two-step verification off and back on later with your new device, or
2. re-pair your authenticator right away through My profile, the Security block.

Either way you get a fresh set of recovery codes. Save those again.

One handy detail: a recovery code works even when your account is locked after five wrong app codes. Wrong recovery codes don't count towards that counter themselves. So if you're locked out after a run of wrong codes, you don't have to sit out those fifteen minutes if you still have a recovery code.

Signing in with a recovery code never remembers your device, even if that checkbox is on elsewhere.

No app and no codes left

Then you can't get back in yourself. Ask an admin in your workspace to turn your two-step verification off. After that you get in with your password alone and pair a new device.

Two things to know before you ask. That admin has to confirm the action with a code from their own authenticator app, so they need two-step verification themselves. If none of your admins have it on, nobody can help you until someone sets it up for themselves. And a recovery code doesn't count there: if your fellow admin is living off their recovery codes, they have to re-pair their own app first.

What happens on your side the moment they press the button: your old device becomes permanently useless, you're signed out of every session, and you get a security email naming who did it with a link to set everything up again. See Turning off a colleague's two-step verification.

Good to know

If two admins are both without a device and without recovery codes, there's no way out along this route and you'll need support. That's exactly why you want your recovery codes somewhere your phone isn't the only key.

When you set two-step verification up again later, you scan a new QR code. The old entry in your authenticator app no longer works and you can remove it.

Also searched as

"lost my phone and can't sign in", "move authenticator to a new phone", "use a recovery code", "locked out of Sarrai", "admin has to reset my 2FA"

See also

• Turning on two-step verification
• Where do I land after signing in?