Symptoms
- Can't complete login because the 2FA prompt goes to a lost or broken phone
- No access to the authenticator app anymore
- Backup codes not on hand
- New phone doesn't have the accounts set up
Likely causes
- CommonPhone lost, stolen, or brokenThe authenticator app and its codes were only stored on that one device.
- CommonNo backup codes saved beforehandMost services generate backup codes at setup time that are easy to forget to save.
- PossibleSIM-based 2FA on a phone you no longer haveIf codes come by text, you need the number restored on a new SIM first.
What to do
- Check for saved backup codes in a password manager, printed note, or secure document from when you set up 2FA.
- If you use SMS-based codes, get your phone number transferred to a new SIM through your carrier first.
- For each account, use its 'lost your authenticator' or 'other ways to sign in' recovery option.
- Verify your identity using the account's recovery method, such as a recovery email or ID verification.
- Once back in, remove the old device from trusted devices and set up 2FA fresh on your new phone.
- Generate and securely save new backup codes for each account.
- Consider using an authenticator app that backs up to the cloud so a lost phone doesn't strand you again.
When to call a pro
If an account has no recovery method left and support can't verify your identity, you may need to go through a formal identity-verification process with that company, which can take several days.
Safety
Generally low risk
Generally low risk for a careful person. Stop if anything looks different from what this guide describes.