Troubleshooting

Frequently asked questions

• I lost my authenticator device

  Email support@helpcenter.io from the email address you sign in with, and we'll help you back into your account.

  The sign-in page doesn't accept recovery codes, even though Account Settings offers them for this, so our support team is the way back in. We confirm that the account is yours, then help you turn two-factor authentication off. You sign in with your email and password, and set it up again on your new device under Account Settings → Security Settings.

  Keep your recovery codes stored safely all the same.

  Changing phones?

  If you still have the old phone, move two-factor authentication to the new one yourself before you reset or hand in the old one:

  1. Click your avatar, then Account Settings. Under Security Settings, click Disable 2FA and confirm your password.

  2. Click Enable 2FA, confirm your password again and scan the QR code with the authenticator app on your new phone.

  3. Type the code the app shows and click Submit. Then save your new recovery codes.

  Related articles

  • Turn on two-factor authentication

  • Contact HelpCenter.io support

  Read more →