I lost access to my two-factor codes

This guide is for when Drime asks for your two-factor code and you no longer have the authenticator app that generates it: new phone, app deleted, phone lost or broken. If you forgot your password instead, use Forgot password? on the sign-in page.

Symptoms

• After your password, Drime asks for an Authentication code and you cannot get one.

• Your authenticator app no longer shows a code for Drime.

Checks

1. Look for your recovery codes: the file you downloaded with Download codes, your password manager, or a printed copy. You received 8 when you turned on two-factor authentication.

2. If you changed phones, check whether the old one still works: its app still shows your codes.

3. If your authenticator app backs up its codes to an account, sign in to that app on your new phone: your Drime code may come back.

4. A passkey does not help here: Drime still asks for the code after a passkey sign-in.

How to fix it

#You have a recovery code

1. Sign in with your email and password.

2. On the code screen, click Use a recovery code instead.

3. Enter one of your recovery codes, then click Continue.

Each recovery code works only once. After 5 wrong codes within a minute, wait a minute before you try again. Once you are in, set up your new phone (below).

#You still have your old phone

Sign in with a code from the old phone, then set up your new phone (below).

#You have neither

The sign-in screen offers no other way past the code. Contact Drime from the contact page, or by email at contact@drime.cloud, from the email address of your Drime account. Explain that you lost access to your two-factor authentication.

Still stuck?

In your message to Drime, include the email address of your account and when you last signed in successfully. Never send your password or your recovery codes. If you are still signed in on another device, you can also use the in-app form: see Contact Drime support.

#Set up two-factor authentication on your new phone

Once you are signed in, move two-factor authentication to your new phone. The QR code of the old setup cannot be shown again, so turn it off and on:

1. At the top right, click your avatar, then Settings.

2. Click Security.

3. In Two factor authentication, click Disable.

4. Click Enable, then scan the new QR code with the authenticator app on your new phone.

5. Enter the code it shows, then save the new recovery codes.

If you click Enable without disabling first, Drime answers Two factor authentication is already enabled on this account. Disable it first if you want to set it up again.

The old recovery codes and the old app entry no longer work. See Turn on two-factor authentication for each step in detail.

#Next steps

• Turn on two-factor authentication

• See and sign out your sessions and devices