Account help
Lost access to your authenticator?
Two-step verification keeps your account safe even if someone learns your password, so getting back in without it takes a few steps.
1. Use a recovery code
When you turned on two-step verification, you were given ten recovery codes to keep somewhere safe. Each one works once, instead of a code from your authenticator app: on the code step, choose "Use a recovery code instead".
2. Check your other devices
If you added this account to an authenticator app on another phone or tablet, or your app restores its accounts from a backup when you change phone, a code from any of them works.
3. Ask for a reset
If you have lost your authenticator and all of your recovery codes, ask an owner of your organisation to contact Synconova support for you.
Before resetting anything, Synconova support confirms the request with your organisation using contact details it already holds. An email asking for a reset is never enough on its own, so this can take a while. If you are your organisation's only owner, contact Synconova support yourself and expect extra checks.
After a reset, every device is signed out and Synconova support lets you know it is done. Then sign in with your password alone and set up two-step verification again in Account security.
Nobody can turn off two-step verification from an email link, and we will never ask for your password or your codes. Resetting your password does not turn off two-step verification.
Forgotten your password as well? Reset your password