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Lost Phone or Locked Out

Phone lost, broken, or replaced and you cannot open your 2FA codes? Choose the path that fits your situation.

Three paths when your phone is lost or you are locked out: use a recovery code, ask support to reset 2FA, or wait out the 15-minute lockCan’t open your 2FA codesPhone lost, broken or replacedStill have recovery codes1Sign in with a recovery codeOne code, used onceTurn off, then Turn onOn the new phone: 10 new codesSign out other devicesAnd change your passwordRecovery codes lost too2Contact supportFrom your account emailSupport resets 2FAAfter checks; all sessions endSign in with your passwordThen turn 2FA on againAccount locked3Wait 15 minutesThe screen shows the time leftAsk support to unlockYour 2FA stays onor
Pick the path that fits: (1) you still have recovery codes, (2) the recovery codes are lost too, or (3) the account is locked after too many wrong codes.

Pick the path that fits: (1) you still have recovery codes, (2) the recovery codes are lost too, or (3) the account is locked after too many wrong codes.

If you still have recovery codes​

  1. On the code screen at sign-in, choose Use a recovery code and type one. See Signing In with 2FA.
  2. Open Settings > Security. Choose Disable (password + another recovery code), then Enable again on the new phone. You get 10 new codes.
  3. If the phone was lost, consider Sign out all other devices and changing your password.

Each recovery code works only once.

If the recovery codes are lost too​

A password reset does not bypass 2FA

This is by design. Resetting the password does not turn 2FA off (a reset only signs out every session). The path is to contact Etalasse support.

  1. Contact Etalasse support from the account email, naming the shop and the reason.
  2. Support verifies that you own the account.
  3. Support performs a 2FA reset. A reason is required and recorded. The reset removes the key and recovery codes, clears any lock, ends in-progress challenges, and signs out all sessions.
  4. You receive a notification email that 2FA was reset. If you did not ask for it, contact support immediately.
  5. Sign in with your password only, then enable 2FA again and save new recovery codes.

This action also appears in the shop's Activity Log with an operator as the actor.

If the account is locked​

10 wrong codes in a row lock the second factor for 15 minutes. The same applies to wrong attempts when disabling 2FA, regenerating recovery codes, or creating an API token.

  • Wait 15 minutes (the screen shows the remaining time), or
  • ask support to unlock it. Your 2FA stays enabled.

If your account is suspected to be compromised, support can also sign you out of every device.