Your MFA codes come from an authenticator app on your smartphone. If you get a new phone, or your old phone is lost or broken, you usually need to link MFA again.

If you still have your old phone (for example, you buy a new device):

• Take your old phone and make sure your authenticator app is still installed on it.

• Log in to our tool as usual (you will need the MFA code from your old phone).

• Go to Manage my account (first click your company name in the top right).

• Set up MFA again for your new phone (you will get a new QR code to scan when you log in again. This may take a little while).

If your phone is lost or broken (and you can’t access your account anymore):

Then you can no longer generate MFA codes and you usually can’t log in. In that case, you can’t fix this yourself.

Contact an admin user/administrator of your company account to have MFA set up again for your account.

An admin user can set up MFA again via:
Settings → Users → (⋮) 3 dots next to the right user → Set up Multi-Factor Authentication.

After triggering it again, you will see a new MFA setup screen with a QR code on your next login.
Note: this does not always appear immediately; it can take a few minutes before you actually see a new QR code when logging in again.

Tip to avoid issues:
If you’re switching devices, it’s best to reset MFA while your old phone is still working. That’s the fastest and easiest way.