Users may need to reinstall the Authy application for any number of reasons:
- Your computer needed to be reformatted, or the OS had to be reinstalled
- Your phone or tablet was cleared or master reset
- You lost or forgot your App Protection PIN or Master Password
The way our device recognition works, we can't tell a new device from a master reset. Therefore, we have a number of 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 need to reinstall Authy, and another Authy app IS installed and linked to your number
- You need to reinstall Authy, but NO other Authy apps are installed
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 firstname.lastname@example.org.
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 you need to restore Authy access again, we recommend installing the Authy Desktop or Chrome App as soon as you regain account access. For help, please see Installing Authy Apps.
If you need to reinstall Authy, 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 or Disable Authy Multi-Device.
If you reinstall Authy, but don't have access to another Authy app installation, you will need to recover your account. Start the Account Recovery Process by going to our Account Recovery page.
Notice: 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.