Objective

If your phone has been lost, stolen, or is inaccessible because it’s broken in some way, Authy has options for you to help restore access 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:

• You have a new device with the same number, and another Authy app IS installed and linked to your number
• You have a new device with the same number, but NO other Authy apps are installed
• You have a new device and a new 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 involved. 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 is lost/broken again, we recommend installing the Authy App on alternative devices as soon as you regain account access. For help, please see Installing Authy Apps.

Product

Authy

Procedure

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

If you get a new device, but keep your same phone number, AND have another Authy installation already configured for this number, you may be able to regain access without requesting an account recovery. If the Multi-Device option is enabled, you can just download and install the Authy app, and then enter your old phone number to regain access. You'll only need to confirm access to your account on the already configured Authy device. If Multi-device is not enabled on your other Authy installation, enable it with the instructions here: Enable Authy Multi-Device.

New Device and Same Phone Number, but NO other Authy Apps are installed

If you get a new or replacement phone, and need to re-configure your Authy account, start the Account Recovery Process by going to our Recovery Page.

Notice: This process takes 24 hours; it cannot be rushed due to security protocols. If backups are not enabled, you will lose your 2FA tokens.

New Device, but also a New Phone Number

If you need to update both your device AND phone number, a different set of processes will apply. For more information, please see Phone Number Change Process for Authy.

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