A lost phone should be an inconvenience, not a lockout. On the two factor screen you can enter a recovery code instead of the six-digit code from your app.

Using a recovery code

Choose to use a recovery code and enter one of the codes you saved when you set two factor authentication up. Each code works once. Once you are back in, set two factor authentication up again on your new phone — that gives you a fresh set of codes.

Moving to a new phone, planned

1. Before wiping the old phone, sign in to Gorilla Dash on a computer.
2. Turn two factor authentication off, then straight back on, and pair the new phone.
3. Save the new recovery codes.

Some authenticator apps back themselves up and restore your codes on a new phone automatically. If yours does, there is nothing to do.

No phone and no recovery codes

THIS ONE NEEDS A HUMAN

Nobody can read your codes back to you — that is the whole point of them. Contact support through the Help Centre from an address your organisation recognises, and expect to be asked to prove who you are before the second step can be reset. After the reset, follow the steps below to set 2FA back up.

After support resets your two-factor authentication

If your authenticator app was deleted and you don’t have recovery codes, support can reset your 2FA so you can get back in. After the reset:

1. Log in to Gorilla Dash. Reset your password if required.
2. When prompted, select Set up 2FA. You will receive an email — follow the link and instructions.
3. When the QR code appears, scan it with your chosen authenticator app. Any authenticator app works, but create a new account/entry for Gorilla Dash.
4. Remove any old Gorilla Dash accounts from your authenticator app. Old entries will no longer generate valid codes after a reset.
5. Save your new recovery codes and replace any old ones you had on file.

For step-by-step setup help, see Setting up two-factor authentication.

Codes rejected on the right phone

Authenticator codes depend on the clock. If your phone's time has drifted, every code is wrong. Turn on automatic date and time on the phone and try again.