- I lost my phone - my authenticator is gone. How do I get back in?
On the login page, after Email OTP, click "Use a backup code" and enter the backup code you saved during setup. Once you're in, your authenticator enrollment is automatically removed, and you'll be prompted to set up a new 2nd sign-in method.
- I lost my phone, and I don't have my backup codes - what now?
Contact our support team at 415-797-0864 (Our hours are Monday-Friday, 8 AM to 6 PM). They'll verify your identity and help you regain access.
- My authenticator app got deleted, or I reset my device - is my account locked?
- If your authenticator was syncing through a cloud-backed app (1Password, Authy, Microsoft Authenticator with backup), reinstall the app, sign in, and your codes return automatically.
- If it were device-bound only, use a backup code to log in - your authenticator enrollment will be removed, and you can set up a new one.
- Will Ethos warn me if a backup code is used?
Yes. Every backup-code login triggers an email notification to you. If it wasn't you, contact support immediately.
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