{"schema":"exacc.help.page/1","url":"https://exacc.au/help/lost-phone-authenticator/","title":"Lost your phone or authenticator app","description":"Can't get your sign-in code? Use an SMS code, set up the authenticator on a new phone, sign out everywhere, or ask Exacc support to restore access.","category":"Start & Users","summary":"If you still have your mobile number, sign in with **Get 2FA code via SMS**, then open your user profile, click **User 2FA** and link the authenticator app on your new phone. If the phone was lost or stolen, also use **Log me out from everywhere** and change your password. If you can get neither code, contact Exacc support: staff restore access after checking who you are.","lastVerified":"2026-10-15","apps":["app","mobile"],"processIds":[],"start":{"label":"Open your user profile","url":"https://app.exacc.au/{dbId}/my-details"},"steps":[{"step":1,"title":"Sign in with an SMS code","body":["On the sign-in page, enter your email and password. Instead of the authenticator code, click **Get 2FA code via SMS**: the code goes to the mobile number on your Exacc account and can take a few seconds to arrive. Exacc Go has the same option (**Send 2FA Code via SMS**)."]},{"step":2,"title":"Link the authenticator app on your new phone","body":["Open your user profile (**Edit User Profile**) and click **User 2FA**. Scan the QR code with the authenticator app on your new phone (or click **Copy Hash** and paste the code into the app), enter the code it shows and click **Save & Next**. Exacc warns that this replaces your existing setup: the old authenticator stops working."],"url":"https://app.exacc.au/{dbId}/mfa-setup"},{"step":3,"title":"Lost or stolen phone: sign out everywhere","body":["On your user profile, click **Log me out from everywhere** and **Yes**. All your sessions end, on every device, and you sign in again on your own. Then click **Change Password**: Exacc emails you a link to set a new one."],"url":"https://app.exacc.au/{dbId}/my-details"}],"sections":[{"heading":"No authenticator and no SMS","body":["If you can get neither code, for example because the phone and the number are both gone, contact Exacc support by live chat on the website, by email to **help@exacc.au**, or with the contact form (exacc.au/contact/). Exacc staff restore access to your account after checking your identity.","Exacc support never asks for your password or a sign-in code. Never send them to anyone."]},{"heading":"Forgot your password?","body":["Click **Forgot password?** on the sign-in page and follow the email."]}],"related":["https://exacc.au/help/create-exacc-account/","https://exacc.au/help/mobile-app-invoicing/","https://exacc.au/help/invite-user/"],"linkNote":"Links containing {dbId} open that screen in the business file whose id is dbId. A person can also open this help page with ?db=<dbId> to get the same links as buttons."}