Lost your authenticator app

If you've turned on two-step verification and can no longer produce a code — a lost or reset phone, or an app you deleted — you can't sign in, and you can't fix it yourself.

Being honest about why: two-step verification has no backup codes, and resetting your password will not help. A password reset only changes the password; the second factor is still there and still being asked for. Don't spend the evening on the forgot-password screen.

Who can reset it depends on who you are.

If you're staff or a manager

Ask an owner or manager on your team. They can do it in seconds from Account → Team: find you in the list and choose Reset 2FA. You don't need to contact BooTickets, which matters if you're on a door and the show starts in ten minutes.

Once they have, sign in with your password alone, then set your authenticator app up again from Account → You → Two-step verification.

Note that a manager can reset staff, but only the account owner can reset another manager.

If you're the account owner

There's nobody above you in the account, so contact BooTickets support from the email address on your account and ask them to reset your two-step verification.

Expect to be asked to confirm who you are first. Support are being asked to remove a security control from an account that can move money, so the check is the point rather than an obstacle.

If you still have a signed-in session

Faster than either route: if you're already signed in somewhere — another browser, or a device that hasn't logged out — go to Account → You → Two-step verification, turn it off, and set it up again on your new phone.

Avoiding it next time

Turn on your authenticator app's own backup or sync. Google Authenticator, Microsoft Authenticator, 1Password, Bitwarden and Authy can all restore your codes to a new phone. Set that up while you still have the old one.