I've lost access to two-factor authentication (2FA)

With two-factor authentication (2FA) turned on, you need your password and a second check to log in. If you can no longer get that second check, for example because you've changed phone or deleted your authenticator app, we can remove 2FA from the login so you can get back in and set it up again.

Ask us to remove 2FA

1. Contact us using the chat, or email credential@certify.one.
2. Tell us the email address the person logs in with, and the name of your issuer account.
3. We check that the request is genuine before we change anything, and we may ask you to confirm some details. This stops anyone else taking over an account by pretending to be locked out.
4. We'll let you know when 2FA has been removed. Log in with your email address and password as usual.
5. Turn 2FA back on straight away: see Two-factor authentication (2FA).

When a colleague is locked out

You can ask us on their behalf if you both work on the same issuer account. Each person sets up their own 2FA from their own login, so it can't be reset from yours. Removing them from Team members and adding them again doesn't reset it either, so contact us instead.

Avoid getting locked out

• If you use an authenticator app, move it to your new phone before you reset or give away the old one. Many authenticator apps can also back up your codes.
• If you get your codes by email or SMS, make sure you can still use that email address or phone number before you change it.
• Give each colleague their own login, so one person losing access never locks out your whole team. See How to manage team members.