Lost your phone or authenticator
If you can’t get a code from your authenticator app, sign in with a recovery code or, if you turned it on, an email code. Then replace the lost authenticator straight away.
Get back in
On the verification screen, choose Try another method and pick:
- Recovery code: one of the 10 codes you saved when you set up two-step verification. See Recovery codes.
- Email: a 6-digit code sent to your account email. This only appears if you turned on the email backup earlier.
The Syntic Console’s code screen accepts authenticator codes only. Sign in to the main Syntic app with your backup method first and fix your authenticator there.
Replace the lost authenticator
- Open Settings → Security and find Two-step authentication.
- Choose Remove next to the lost authenticator and confirm.
- Choose Configure and set up your new phone. See Set up two-step verification.
- Save the new set of recovery codes you’re given.
If Syntic won’t let you remove the old authenticator from a session you unlocked with a backup method, email support (below).
If you remove your only authenticator, all unused recovery codes stop working at the same moment. You’ll get new ones when you set up the new authenticator.
No authenticator, no recovery codes, no email backup
You can’t pass the check yourself. Email support@syntic.ai from the address on your account and explain what happened. To protect you, the team will need to confirm you own the account before changing anything, so this takes longer than using a recovery code.
Avoid this next time
- Store recovery codes in a password manager or print them and keep them somewhere safe.
- Use an authenticator app that can back up or sync its codes to a new phone.
- Turn on the email backup if that suits you.