Home Customer Knowledgebase & Guides General I don’t have my Two-Factor Authentication device with me

I don’t have my Two-Factor Authentication device with me

Should you need to login to the client area but don’t have the device upon which you configured two-factor authentication (eg. mobile phone or tablet) then the backup code can be used for one login.

The backup code was generated when you originally set up two-factor authentication and is composed of 16 letters and numbers

To login using your backup code:

  • Login as you would normally, with your password
  • When prompted, click the “login using the Backup Code” link beneath the “Can’t Access Your 2nd Factor Device?” heading on the Two-Factor Authentication page.
  • Enter your 16 digit backup code into the text box
  • Click “Login >”
  • You will be logged in and a new backup code will be generated. Please write the new backup code down in a safe place and remove the old old backup code.