Lost access to two-step verification

1. Try a recovery code

When you turned on two-step verification we gave you ten recovery codes and asked you to save them. Find them, then on the code screen choose Use a recovery code and enter any one you haven't used yet. Each works once. Once you're in, go straight to Sign-in & security and set your method up again on the phone you have now. There's more in recovery codes.

2. Try another method you set up

If you added text message or email codes as well as an authenticator app, the code screen has a link to use one of those instead. Once you're in, set the authenticator app up again from Sign-in & security.

3. Ask us to remove it

If neither of those works, email hello@composedstudio.com from the email address on your account. Tell us it's a two-step verification removal request, and include:

• the name of the organization you belong to;
• which app you were signing in to;
• roughly when you last signed in successfully;
• which method you lost access to and why (lost phone, new phone, and so on).

How we check it's you. We compare what you tell us against your account, and we may ask an Owner or Admin of your organization to vouch for you. Two people on our team have to approve the request separately, so no one person can do it alone.

The 24-hour waiting period. As soon as we accept the request, we send a message to every contact point on your account (your email address, and your phone if you set up text codes) saying that someone asked us to remove two-step verification, and that nothing will change for 24 hours. That message includes a link to cancel. If the request wasn't from you, use the link or reply straight away and nothing happens. The wait is there so that the real you always gets a chance to say no.

What happens next. After 24 hours, if nobody has cancelled, we remove two-step verification from your account and send you a second message saying so. Sign in with your password, then go to Sign-in & security and set it up again. If your organization requires two-step verification, we'll walk you through setting it up as part of that next sign-in.

What we will never do

• Turn two-step verification off over the phone, or on the strength of a chat message.
• Skip or shorten the 24-hour waiting period, however urgent it is.
• Ask you for a code, or accept one from you, to prove who you are.

If anyone claiming to be Composed Studio offers to do any of those, it isn't us. Don't share anything with them, and please let us know at hello@composedstudio.com.