Two-factor authentication (2FA) is tied to the authenticator app on your phone. When you change phones, you have two options: move the code over to the new phone yourself (fastest, if you still have the old phone), or have us reset 2FA for you.
Move the 2FA code from your old to your new phone
How you move the code depends on which authenticator app you use. Install and update the app on the new phone first.
Google Authenticator (Android and iPhone)
On the old phone: open Google Authenticator, tap the menu (the three dots) and select Transfer accounts → Export accounts.
Confirm with PIN, fingerprint or face, and select the accounts you want to move. The app creates a QR code.
On the new phone: open Google Authenticator and select Transfer accounts → Import accounts, then scan the QR code from the old phone.
This works across Android and iPhone. Note that you can move up to 10 accounts per QR code - if you have more, repeat the export (try 5 at a time if not all of them come across).
Microsoft Authenticator (Android and iPhone)
On the old phone: open the app, tap the three dots at the top → Settings, and turn on Backup (Cloud Backup on Android / iCloud Backup on iPhone).
On the new phone: install Microsoft Authenticator and select Begin recovery before you sign in.
Sign in with the same Microsoft account you used for the backup, and the accounts will be added automatically.
Note: the Microsoft backup is platform-bound. An iPhone backup (iCloud) can only be restored on a new iPhone, and an Android backup only on Android. If you switch between Android and iPhone, 2FA must be set up again - in that case it's easiest if we reset it (see below).
Have 2FA reset
If you can't move the code - for example because you no longer have the old phone, you're switching between Android and iPhone, or you've tried without success - we'll reset 2FA for you:
Contact us in the chat and ask to have 2FA reset.
We remove 2FA from your account.
At your next login, you set up 2FA again in the authenticator app on the new phone.
For security reasons, the request must be sent from the email address registered to the account.
When should you contact us?
If you've tried to move the code without success, or you no longer have the old phone, get in touch for a 2FA reset - this cannot currently be done yourself. Provide the user's name and email address, and send from the registered email.