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Issue

You have changed your phone number or device, and need to regain access to your Authy account.

Product

Authy

Resolution

We have two different options to help restore access to your Authy account as quickly and securely as possible. These options will vary depending upon your situation, so please take a look which is the scenario you are experiencing and click to see the solution, and watch this video to learn more about how to change your phone number:

 

IMPORTANT RECOVERY NOTES: You may be contacted by Authy during the course of the process and the timeliness of your responses will impact the total time involve. Please monitor your email (Including your spam folder) for emails from noreply@authy.com.

All identification information must be provided using the links that are sent to you. Sending them to Authy in any other format cannot be accepted for security purposes.

In order to avoid future delays if your phone number needs to be changed again, we recommend installing the Authy App on an alternative device as soon as you regain account access. For help, please see Installing Authy Apps

New Device and Phone Number, with Access to Another Configured Authy App 🔗

One big advantage of using Authy for two-factor authentication is the ability to install the app on multiple devices. This way, if you lose your phone or travel with your tablet to a place without cell service, you can still access your accounts without any difficulty. This also allows you to update a phone number immediately if you still have a device registered to the old number.

If you do have access to another Authy app installation that is still configured with your old phone number, you can update the phone number on your account easily. Please see the instructions below for each of the different Authy apps:

Update your Phone Number with the Authy iOS app

1. Open the Authy iOS app.
2. Tap Settings in the upper right corner of the screen.
3. Tap the phone number field.
4. Add your new phone number, and then tap Change Phone.
5. A confirmation screen will be displayed. Tap Yes to confirm your phone number.
6. You will have the option of confirming your number with a PIN code sent via a call or an SMS. Select the desired confirmation option, and then enter the code to continue.
   NOTE: If the new phone number entered was found to have an existing account, you can merge these accounts. Check your email for a message from Authy with further instructions.

Update your Phone Number with the Authy Android app

1. Open the Authy Android app.
2. Tap the … (menu) icon in the upper right corner, and then select Settings.
3. Tap Cellphone Number.
4. Add your new phone number, and then tap Change Phone. 
5. You will have the option of confirming your number with a PIN code sent via a call or an SMS. Select the desired confirmation option, and then enter the code to continue.
   NOTE: If the new phone number entered was found to have an existing account, you can merge these accounts. Check your email for a message from Authy with further instructions.

Update your Phone Number with the Authy Desktop app

1. Open the Authy desktop App.
2. Click the Settings Gear icon .
3. Click General. 
4. Click Edit in the cellphone number field. 
5. Add your new phone number, and then click Save. 
6. You will have the option of confirming your number with a PIN code sent via a call or an SMS. Select the desired confirmation option, and then enter the code to continue.
   NOTE: If the new phone number entered was found to have an existing account, you can merge these accounts. Check your email for a message from Authy with further instructions.

New Device and Phone Number, with No Other Configured Authy App 🔗

If you have changed your phone number, but no longer have access to your Authy account, you will be locked out of your account until it is updated. To help regain access to your account, you will need to perform an online phone change here: https://www.authy.com/phones/change/

Notice: This process takes 2-4 business days; it cannot be rushed due to security protocols.

Additionally, this request can only be submitted through the secure online form linked above. Please don't send requests via email; we wouldn't want any information to be handled unsafely. During this review, our security system may attempt to verify ownership of the phone numbers through various means. Additional information may be requested from you to help verify your claim of ownership.

 

New Device, but Using the Same Phone Number 🔗

If you only need to change your device, and are keeping your phone number the same, a different set of processes will apply. For more information, please see Restoring Authy Access on a New, Lost, or Inaccessible Phone.

Note: If you forgot your old phone number, and/or lost access to the email address you registered with, please contact our Support team.