Question
I've lost my multi-factor authentication (MFA) recovery codes – how can I log in?
Solution
If you can't access your usual authentication method (authenticator app or email) and can't find your recovery codes, follow the steps below to regain access to your account.
Having a different issue with your MFA login? See I'm having trouble with my multi-factor authentication code.
| We know being locked out of your account is frustrating. This recovery process helps us make sure only authorised users can regain access. |
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Check for a saved copy of your recovery codes.
When you first set up MFA, you were given the option to copy your recovery codes or download them as a file. It's worth checking anywhere you might have stored them, such as a password manager, notes app or your downloads folder.
If you downloaded your recovery codes, search your device for the default file name:
HotDoc_recovery_codes.txtⓘ Tip -
If you still can't find your codes, contact our Support team to request that MFA is disabled on your account. Include the email address you log in with so we can find the right account.
- Once our Support team has verified your identity and confirmed MFA is disabled, log in to the Dashboard and set up MFA again by following How can I enable/disable multi-factor authentication for my account?