Multi-factor Authentication is an important security feature - it prevents unauthorised access to your account.
The process of getting a new phone/mobile number - or unfortunately losing your device, and having to migrate your Authentication account to your new device, can be daunting. Fear not- this article seeks to explain steps you can take for every situation!
The process varies slightly based on which Authentication option you signed up with. If you receive text message codes, this means you signed up with SMS verification. If you view the six-digit codes within an application, this means you signed up with Authenticator app verification.
Select the option which aligns with your choice below to find out the steps:
I signed up with an Authenticator App and have lost or reset my old phone
In this scenario, the steps you need to take depend on whether you had Cloud Backup set up on your old device.
This link has instructions for migrating Google Authenticator accounts (note the two tabs in this page for Android/iPhone & iPad). If you log in on your Google Account on the new device, you should be able to import the accounts.
This link has instructions for migrating Microsoft Authenticator accounts. Skip to the section 'Recover your account credentials on your new device'
If the recovery is not successful, or you have any other difficulties migrating the accounts, you need to contact us via live chat and we can assist. There will be a process where we verify your identity, and then work to reset your authenticator account to your new device.
I signed up with an Authenticator App and have access to my old phone
With common authenticator apps such as Google or Microsoft, there are steps you can take to migrate accounts from your old phone to your new one. Note: if you have reset your old phone, unless you had cloud-backup enabled you will need to contact us via live chat and we can assist.
This link has instructions for migrating Google Authenticator accounts (note the two tabs in this page for Android/iPhone & iPad).
This link has instructions for migrating Microsoft Authenticator accounts.
If you used another third-party Authenticator App, please try and search online for steps to migrate the accounts. If you experience difficulties, contact us via live chat and we can assist.
I signed up with SMS verification and have a new phone or a new number
If you are keeping the same mobile number, then you shouldn't need to do anything - your text codes should send to the number you signed up with. If you aren't receiving these, or if you have a new number, please contact us via live chat and we can assist with migrating the number associated with your account. This process will involve passing security and providing your new mobile number.