I have lost my Two-Factor device and/or backup code.
If your two-factor authentication device, like a mobile phone or tablet, has been lost, stolen, or replaced with a newer version, you may not have access to it anymore. This backup code is in place for when things don't go as planned.
- Use the backup code when you sign in. If you're looking for directions on that, please refer to this article.
- Once you are signed in, go to the My Details > Change Security Settings page.
- Select the “Click here to disable” button.
- Input your password to turn off the two-factor authentication linked to your former device.
- Select the “Return to client area” button
- You can set up two-factor authentication on your new device by clicking the “Click here to enable” button.
- If you can't get to your two-factor authentication device or the backup code, support can turn off two-factor authentication
Please contact our Customer Service team to get help. A staff member will work with you to verify who you are.
After confirming your identity, we will turn off two factor authentication so that you can log in using your email address and password.
