Lost Your 2FA Device? How to Recover Your Account
Lost the phone with your authenticator app? Log in with a backup code, your passkey or an email code, or ask support for help. Your options, step by step.
If you lost the phone with your authenticator app, log in with one of your 2FA backup codes. No codes? Use your passkey or the email code if you set a passkey as your second step, or use a session that is still open to generate new codes. If none of that is possible, contact SolumeCore support so the team can turn off two-step verification after checking that it is you.
Option 1: use a backup code
When you turned on 2FA, the panel gave you 10 one-time backup codes.
- Go to dashboard.solumecore.com and enter your email and password.
- On the code screen, click Lost your phone? Use a backup code.
- Type one unused code and click Verify and log in.
Once inside, open Profile & security > Security and generate a fresh set of codes. Full guide: how to use your 2FA backup codes.
Option 2: you use a passkey as your second step
If your second step is a passkey and you lost that device, the verification screen offers other ways:
- Use my passkey instead on another device where you saved one.
- Use a backup code, if you have codes left.
- Get a code by email, if your account has no authenticator app: we send a 6-digit code to your account email.
Then remove the lost passkey from Profile & security > Security > Passkeys. See how to set up passkey login.
Option 3: you are still logged in somewhere
If you have a browser where you are still logged in, such as your computer, you don't need the phone to get a new set of backup codes.
- In that browser, open Profile & security > Security.
- In the Two-step verification card, click Generate new ones next to Backup codes.
- Confirm it is you with your password and save the new codes.
- To move 2FA to a new phone, click Turn off, enter your password and one backup code, and then turn it on again with the new phone. See how to turn on two-factor authentication.
Option 4: ask support to remove 2FA
If you have no codes, no passkey and no open session, our team can turn two-step verification off for you after checking that the account is yours. As you can't log in, use the contact page rather than a panel ticket.
- Write from the email address registered on your account.
- Give your username and explain that you lost your authenticator device and have no backup codes.
- Answer the questions our team asks to verify your identity.
Never send your password, a 6-digit code or backup codes in the message. SolumeCore will never ask for them. Be wary of anyone offering to "unlock" your account for a fee or a code.
When the team turns it off, your sessions are closed. Log in with your password and turn 2FA on again right away with your new phone, then save the new backup codes.
Troubleshooting
I can't even reach the code screen
That is a different problem: your password or your email may be the issue. See what to do if you can't log in.
The backup code is rejected
Make sure it is unused and from your latest set. Generating a new set cancels the older ones. After 5 wrong attempts in 15 minutes the account is locked for 15 minutes by default.
I got a new phone and the old one still works
Do it before you wipe the old phone. Generate backup codes, turn 2FA off using the old phone, and turn it on with the new one. Some authenticator apps can also export or sync their accounts to the new device.
How to avoid this next time
- Keep your backup codes in a password manager or printed in a safe place.
- Add a passkey as a second option.
- Use an authenticator app that can back up or sync its accounts, and set it up on a second device when you enable 2FA.
- Keep your account email active, because it is how we reach you.
FAQ
Can SolumeCore just tell me my code?
No. Codes are generated on your device and backup codes are shown only once. We can't read them.
How long does support take to remove 2FA?
It depends on how quickly we can verify your identity. Reply to our questions as soon as you can to speed it up.
Will I lose my services if I lose my phone?
No. Your services keep running. Only access to your panel is affected until you recover the account.
Is it safe that support can remove 2FA?
The team only does it after verifying that the account is yours, and the change is recorded in the account's audit log. That is why the verification questions matter.
Related articles
- How to use your 2FA backup codes
- How to turn on two-factor authentication
- How to set up passkey login
- How to reset a forgotten password
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