Restoring Authy Access on a New, Lost, or Inaccessible Phone

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:

New Phone with the Same Phone Number

If you get a new or replacement phone, and need to re-configure your Authy account, start the Account Recovery Process by going to: https://forms.authy.com/phones/reset

Please note that this process takes 24 hours; it cannot be rushed due to security protocols.

If you do not have backups enabled yet, please do so before starting the account recovery to ensure that you do not lose any tokens.

IMPORTANT RECOVERY NOTES:

  • DO NOT attempt to access your Authy account during the recovery process. Any attempt to do so will result in the process being automatically cancelled (And having to start over again).
  • During this process, you will receive confirmation and status update emails from the email address noreply@authy.com. Please be on the lookout for these messages and consider adding this address to your address book.
  • If you have a Coinbase token, it will be deleted as part of this process. You will need to contact Coinbase directly to recover it.

In order to avoid future delays if your phone is lost/broken again, we recommend installing the Authy Desktop or Chrome App as soon as you regain account access. For help, please see Installing Authy Apps.

New Phone with a Different Phone Number, and the Authy Desktop App IS Installed and Linked to Your Old Number

If the Authy Desktop App is installed and configured with your old phone number, you can update your number via the application.

  1. Open the Authy App icon.png.
  2. Click the Settings Gear icon desktop_settings.png.
  3. Click General.
    DT01.png 
  4. Click Edit in the cellphone number field.
    DT02.png 
  5. Add your new phone number, and then click Save.
    DT03.png 
  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 Phone with a Different Phone Number, and the Authy Chrome App IS Installed and Linked to Your Old Number

If the Authy Chrome App is installed and configured with your old phone number, you can update your number via the application.

  1. Open the Authy App icon.png.
  2. Click the Settings Gear icon Chrome_Settings.png.
  3. Under the Account Tab, click Edit in the "Cellphone number" field.
    Chrome01.png 
  4. Add your new phone number, and then click Save.
    Chrome02.png 
  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 and click Verify 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 phone with a different number, but NO other Authy apps are installed

You will need to perform an online phone change here: https://www.authy.com/phones/change/

Please note that this process takes 48-72 hours; it cannot be rushed due to security protocols.

IMPORTANT RECOVERY NOTES:

  • 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.
  • 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.

In order to avoid future delays if your phone is lost/broken again, we recommend installing the Authy Desktop or Chrome App as soon as you regain account access. For help, please see Installing Authy Apps.

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