Common 2-Step Verification Issues

My phone was lost or stolen


If your phone was lost or stolen and you are able to sign in to your account, we strongly recommend that you immediately change your master password and disable 2-Step Verification until you have a chance to set up 2-Step on a new device or generate new backup codes. 

If you are unable to log in to your account without a verification code, you can try the following options:

Sign in from a trusted device and disable 2-Step Verification
If you’ve previously logged in from a device and checked “remember this device for 30 days”, you might be able to log in from that device without providing a verification code. Once logged in, you can disable 2-Step Verification from your Account Settings.

Contact your team’s owner/admin
Your team’s owner or admin can disable 2-Step Verification for you, enabling you to log in without a code.

I lost my backup codes and want to replace them

If you lost your backup codes and want to replace them, you can simply generate new codes to invalidate the previous set of backup codes.

My backup codes aren’t working


Before contacting your team’s admin or Support, try the following options:
  • Pay special attention when typing your backup codes: a typo, extra space, or incorrect character will easily throw an error.
  • Try a different code to make sure it hasn’t already been used. Each unique backup code can only be used once.
If you are still unable to access your account, ask your team’s owner or admin to disable 2-Step Verification for you or contact support@teampassword.com to report an issue.

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