Lost the phone with your two-factor codes

Before you start

What you see: Enter your 6-digit code, after your email and password. Why: two-factor is on, so signing in also needs the code from the authenticator app on your phone.

1. On the web code page, choose Lost your phone? It says: “You can still get back in. Find the line that fits you.” Lost your phone? is only on the web sign-in.
2. Have a backup code? On the web, choose Enter a backup code, and type one of the codes you saved when you set up two-factor. In the phone app, tap Use a recovery code. The phone calls backup codes recovery codes. Type one in Recovery code. Each code works once.
3. Got a new phone? Authenticator apps like Google Authenticator, Microsoft Authenticator and 1Password can bring your codes back from their own backup. Sign in to the app on the new phone first, then use the code it shows.
4. Work for a business on harulu? Ask the owner to reset your two-factor. They open you on Team and choose Reset two-factor. Then sign in and set it up again.
5. Own the business? Email us from the email address you sign in with. We check it's you, then reset two-factor so you can set it up again. We never reset it over the phone.

What happens next

Once you're in, open Security and choose Make new backup codes, and keep them somewhere safe. Your old codes stop working.

If something goes wrong

• “That code didn't work. Codes change every 30 seconds, so use the one showing now.”: type the code showing now, and check the time on your phone is set automatically.
• “Enter the whole backup code.”: type every character of one code.
• “Too many resets. Try again later.”: the owner waits a while, then tries again.

Who can do this

Everyone uses their own backup codes. Only the owner resets two-factor for a manager or cleaner. Only we reset it for an owner.