Losing your authenticator device is stressful, but in most cases you can recover within a few minutes using a backup code. Here's the order to try.
1. Use a backup code
When you enabled two-factor authentication, Zenovay showed you a list of one-time backup codes and asked you to save them. Each code works once in place of your normal authenticator code.
- Go to the sign-in page and enter your email and password as usual.
- On the two-factor prompt, click Use backup code instead.
- Enter one unused backup code (format
xxxx-xxxx-xxxx). - Click Verify. You're signed in.
After signing in, immediately:
- Open Settings → Account → Security & access and review your active sessions, removing any device you no longer use.
- Set up your authenticator app again on your new device.
- Generate a fresh set of backup codes — the previous list is invalidated.
For more on backup codes, see Backup codes for MFA.
2. Contact support
If you have no backup codes left, you'll need a human at Zenovay to verify your identity manually before two-factor authentication can be reset.
- Visit our help center and use the support form.
- Or email
[email protected]from the email address on your account.
Include as much of the following as you can:
- The email address on your account
- Your workspace or organization name
- The approximate date you created the account
- The date and amount of your most recent invoice (paid plans)
- A brief description of what changed (lost phone, factory reset, stolen device, etc.)
For security reasons, we cannot disable two-factor authentication over chat or social media — it has to come through the channels above. Expect to verify identity through one or two follow-up exchanges before any change is made. Same-day turnaround on business days is typical.
After you recover
Once you're back in, treat the recovery as a security event:
- Print or store fresh backup codes somewhere you'll actually find them in 6 months.
- Open Settings → Account → Security & access and review your active sessions for anything you don't recognise.