Get back in
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Losing a phone or a password is common, and there is a way back from each. Start at the top of the table and stop at the first row that fits. How the methods fit together is on Sign-in security.
Before you start
Section titled “Before you start”Know which methods you set up: an authenticator app or email codes, passkeys, and whether you still have recovery codes. On the Sign-in & security page of My profile, the Passkeys and Two-step verification sections list them, if you can still sign in somewhere.
| What you have lost | What to do |
|---|---|
| Your phone, but you have a passkey on another device | Select Sign in with a passkey, or sign in with your password and select Use a passkey instead |
| Your phone and every other method, but you still have recovery codes | Sign in with your password and select Use a recovery code instead |
| Your password | Select Forgot your password? on the sign-in page and follow the emailed link — see Reset your password. You still need your second step afterwards |
| Everything, and you are the only administrator | Contact easySales; the procedure is below |
| Everything: no phone, no passkey, no recovery codes | Ask your company’s administrator to reset your two-step verification |
After you are back in, set up a method again and save new recovery codes, so you are not caught out twice.
What an administrator’s reset does
Section titled “What an administrator’s reset does”When your administrator resets your two-step verification, easySales:
- Removes your authenticator app or email codes, your recovery codes, your trusted devices and your passkeys.
- Signs you out on every device.
- Disconnects your AI apps and personal tokens, and stops your calendar link.
- Emails you a notice that it was done.
Your password stays as it is. At your next sign-in, you sign in with your password. If your company requires two-step verification, setup opens straight away, with no grace period. Otherwise you may turn it on again on the Sign-in & security page of My profile.
The administrator opens User accounts, your user, and selects Reset two-step verification in the ··· menu, then Reset. They confirm it’s them first. The notice goes to the email address on your profile, and also to the address your email codes used if that is different. The reset is recorded on your History tab.
This works whichever second step you used: an authenticator app, email codes or passkeys only.
The only administrator
Section titled “The only administrator”If you are the only administrator and have lost every method, nobody in your company can reset you from User accounts. Email easySales at [email protected] and ask for a two-step verification reset for your account. easySales then follows this procedure:
- Identity check — easySales confirms that you are the account’s owner before anything changes.
- Second-person review — a second person at easySales reviews the request before the reset is made.
- Recorded — every step is recorded.
The reset then works as an administrator’s reset above. Once you are back in, give a second person the Administrator role, so this does not happen again.
Rules to know
Section titled “Rules to know”- Resetting your password does not turn off two-step verification.
- An administrator can reset another Administrator’s two-step verification only if they are an Administrator themselves. Nobody can reset their own.
- An emailed notice you did not expect means someone reset your sign-in. Tell your administrator.
Why it works this way
Section titled “Why it works this way”There is no back door around the second step. If an email or a support call could switch two-step verification off, anyone who learned your password could do the same. A way back always goes through something you hold, or through a person who knows you and checks.
A reset clears everything at once. Whoever has your lost phone, laptop or recovery sheet may still hold a working key. Removing every method, every trusted device and every session at once means none of them opens your account afterwards.
Your password stays your own. A two-step reset does not issue a new password, so the administrator who resets you never learns a secret that signs in as you.
The most powerful accounts get the strictest rule. Only an Administrator resets another Administrator, and nobody resets themselves, so one taken-over account cannot unlock another.
Work faster
Section titled “Work faster”- Prepare the way back today. A passkey on a second device and recovery codes on paper turn a lost phone into a two-minute inconvenience. See Set up a passkey.
- Administrators: see who is at risk. The Two-step verification column on User accounts shows each person’s method. See Company security settings.
- Give two people the Administrator role. Then neither of you ever needs easySales to reset you. See Roles and permissions.
- Set up again straight after a reset. Turn on a method and save the new recovery codes before you go back to work. See Use an authenticator app.
Examples
Section titled “Examples”Ahmad’s lost-phone day is part of example A on Security examples.
Forgotten password, phone at home. Daniel Lim forgets his password while his phone is at home. He selects Forgot your password?, follows the emailed link and sets a new password. easySales still asks for his second step, so he selects Use a recovery code instead and enters a code from the sheet in his drawer. The card later reads Recovery codes: 9 of 10 left.
The only administrator. Mei Tan is Lim & Co’s only Administrator and loses her phone with her recovery codes saved on it. Nobody at Lim & Co can reset her, so she emails [email protected]. After the identity check and the second person’s review, her two-step verification is reset and she signs in with her password. She sets up an authenticator app again and gives Daniel the Administrator role the same day.
Common questions
Section titled “Common questions”- What if I lost my phone and my recovery codes? Sign in with a passkey if you have one. Otherwise ask your company’s administrator to reset your two-step verification.
- Can I reset my own two-step verification? No. Another administrator resets it, or easySales does when you are the only Administrator.
- What does an administrator’s two-step reset remove? Your authenticator app or email codes, recovery codes, trusted devices and passkeys; it also signs you out everywhere and ends your AI apps, personal tokens and calendar link.
- Does a two-step reset change my password? No. You sign in with the same password and set up a method again.
- Do I get a grace period after a reset? Not when your company requires two-step verification: setup opens at your next sign-in. Otherwise turning it on again is your choice.
- I am the only administrator and I am locked out. Who can help? easySales, at [email protected], after checking your identity.
- Why did I get an email saying my two-step verification was reset? An administrator reset it. If you did not ask for it, tell your administrator at once.