Help Center › Troubleshooting & FAQs
I lost my phone and my recovery codes (reset two-step verification)
If you can no longer reach your authenticator app and you have used up or lost your recovery codes, our support team can reset two-step verification on your account. This removes the second step so you can log in with your password (or Google) again, and then set it up once more.
Before you contact us
- Try your recovery codes first. On the code page, enter one instead of the 6-digit code. Each works once.
- Check your phone's clock. Codes only work if the phone's time is correct. Turn on automatic date and time. See My two-step code is not accepted.
- Look for the app on another device. Some apps (Authy, 1Password, Microsoft Authenticator) keep a backup or a copy on another device.
How to ask for a reset
- Go to the Contact Us page and choose Locked out: reset two-step verification. You do not need to be logged in.
- Write from the email address on your SimplShare account. That is how we check it is you. If you use a different address in the form, we will reply to the address on the account, not the one in the form.
- Tell us the name on the account and anything that helps us confirm it is yours, such as the name of one of your workspaces, roughly when you signed up, or the name of a file you uploaded.
What happens next
- We may reply with a question that only the account owner could answer. We will not ask for your password, your recovery codes or a code from your app, and you should never send them.
- When we are satisfied it is you, we turn two-step verification off and email you to say so. Your recovery codes stop working and are deleted.
- Log in with your password (or Google), then go to Settings › Personal › Security and set it up again with your new phone. Save the new recovery codes.
If your organization requires two-step verification, you will be asked to set it up again before you can continue.
If you did not ask for a reset and you get an email saying two-step verification was turned off, change your password right away and contact us.