My two-step code isn't working, or I lost my phone

The code says it is wrong

• Your authenticator app shows a new code every 30 seconds. Enter the one showing now.
• If you enter too many wrong codes, we pause sign-in for 15 minutes to protect your account. After that, try again or use a backup code.
• If you see a message that we could not check the code just now, that is on our side. Give it a moment and try again.
• If your sign-in timed out before the code went through, sign in again to get a fresh prompt.

I lost my phone or cannot open the app

1. 1

   Choose a backup code instead

   On the code screen, select Use a backup code instead.

2. 2

   Enter one of the codes you saved

   Type it into Backup code. It has 10 characters in the form AB1cd-EF2gh, and the dashes are optional. Each code works only once, so check for a typo if one is refused.

3. 3

   Set up your new phone

   Once you are in, open Security and choose Turn off, then set two-step verification up again on the new phone. Save a fresh set of backup codes.

If you have lost both your phone and your backup codes, contact support and we will help.

Skipping the code on a device you trust

On the code screen, tick Remember this device for 30 days to skip the code on that browser next time. Leave it off on a shared or public computer.