Lost or changed your authenticator device
How to get back in when your phone is gone, and how to avoid it next time.
If you still have your recovery codes
Sign in with your password, choose to use a recovery code, and enter one. Then disable and re-enable 2FA on your new device.
If you have neither the device nor the codes
Contact us from the email address registered on the account, or open a support ticket if you can still reach one. Include your Cryolynx ID. Restoring access this way requires identity checks and is not immediate — this is deliberate, since the same process would otherwise let an attacker bypass your 2FA.
Nobody from Cryolynx will ever ask for your password, your 2FA code, or your recovery codes — not by
email, not by phone, not in a ticket. Anyone who does is trying to steal your account.
Avoiding it next time
- Keep your recovery codes somewhere you will still have them if your phone is lost or stolen.
- Disable and re-enable 2FA before you wipe or hand over an old phone.
Was this helpful?
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Sorry about that — open a support ticket and we will help you directly.
Related
- Password requirements What makes a valid Cryolynx password, and how to choose a strong one.
- How to enable two-factor authentication Add an authenticator app so a stolen password alone cannot get into your account.
- How to disable two-factor authentication Turn 2FA off from your profile — and why you probably should not.
- Recovery codes Your backup way in when you cannot reach your authenticator app.
Still need help?
If the answer is not here, talk to us.