Lost your device

What to do when you can't use your passkey or authenticator app to sign in - use another device or a recovery code, or ask Prevarro support for help, then set up a new second factor.

This article is being updated.

If you've lost the phone or computer that holds your passkey or authenticator app, you can still get back into Prevarro. Your emailed code works as usual. It's the second step, Confirm it's you, that needs another way through.

If you have another second factor

On Confirm it's you, use whichever you still have. If you set up both, enter the code from your authenticator app, or sign in on another device that still holds your passkey. If you only have a passkey and this browser can't use passkeys, the step reads Use a device that holds your passkey.

Use a recovery code

When you added your first second factor, Prevarro gave you a set of recovery codes to keep somewhere safe.

1. Sign in with your email code as usual.
2. On Confirm it's you, choose Use a recovery code.
3. Enter one of your codes under Recovery code and choose Use code. Choose Back to return to the step.

A recovery code signs you in and removes all your second factors and passkeys, so the lost device can no longer be used as one. It also signs you out everywhere else, the lost device included. Each code works only once. If a code isn't accepted, the step says so.

If you have no recovery code

On Confirm it's you, choose Lost your device?. This gives Prevarro support access to your account for a limited time and opens the Support access page, which shows until when support can help. Then email support@prevarro.com and say you've given access.

Lost your device? is for Owners and for people who belong to more than one business. If you're neither, choosing it says so instead of opening Support access: ask your business's Owner to re-invite you.

On the same page:

• If support asks to make a change to your account, the page says what it is. Nothing happens until you choose Confirm. Choose Cancel request to turn it down, which also ends support's access.
• Choose Revoke access to end support's access at any time.

While support's access is live, it also shows as a Support access row in Settings → Security. Choose Revoke, then Revoke again to confirm.

Set up a new second factor

After a recovery code, Prevarro shows Set up a new second factor. Choose Add a passkey or Use an authenticator app and follow the steps.

If you're an owner, or any business you belong to requires a second factor, this is the only page you'll see until you've added one. Choose Sign out to leave it for now. Otherwise you can choose Not now and add one later under Settings → Security.

Your recovery codes after a reset

When you set up your new second factor, Prevarro shows you a fresh set of recovery codes, which replaces your old set. Keep the new set somewhere safe and choose I've saved them. Until you set up the new factor, your other old codes still work.

If you still have your second factor

If you've lost a device but can still sign in, go to Settings → Security:

• On the How you sign in card, choose Remove beside the passkey on the lost device, then Remove again to confirm.
• On the Active sessions card, choose Sign out beside the lost device, or Sign out everywhere else, then Sign out to confirm, to end every session except the one you're using.