--- title: I have a new phone or lost my authenticator. How do I get back in? description: Got a new phone or lost your authenticator app? Move your iluminr 2FA to a new phone, or ask iluminr support to reset it, then set it up again. --- [Skip to content](https://help.iluminr.io/knowledge/new-phone-or-lost-authenticator#main-content) English Show submenu for translations ![iluminr logo](https://help.iluminr.io/hs-fs/hubfs/iluminr%20logo.png?width=227&height=48&name=iluminr%20logo.png) Open main navigation Close main navigation - English Show submenu for translations - [Log in to iluminr](https://login.catalysttech.co/) [Log in to iluminr](https://login.catalysttech.co/) iluminr Knowledge Base - There are no suggestions because the search field is empty. 1. [Knowledge base](https://help.iluminr.io/knowledge?hsLang=en) 2. [Troubleshooting](https://help.iluminr.io/knowledge/troubleshooting?hsLang=en) # I have a new phone or lost my authenticator. How do I get back in? ## Everything you need to know about getting back into iluminr with 2FA after a new phone or a lost authenticator app, as an iluminr user. When 2FA is on, iluminr asks for a code from your authenticator app each time you log in. If you get a new phone, or lose your phone or the app, follow the steps below to get back in. If your organisation signs in to iluminr through single sign-on (SSO), your sign-in is managed by your organisation. Contact your IT team. ### If you still have your old phone You may be able to move your iluminr account to the new phone yourself. 1. Keep your old phone and its authenticator app until you've logged in with the new phone. 2. Use your authenticator app's own option for moving accounts to a new phone. Check the app's help if you're not sure how. 3. Log in to iluminr and enter the code from the app on your new phone. 4. Once that works, you can remove the iluminr account from your old phone. If the app can't move the account, follow the steps in the next section. ### If you've lost your phone or the app iluminr support can reset 2FA on your account. 1. Submit a support ticket at [iluminr.io/resource-centre/support-ticket](https://iluminr.io/resource-centre/support-ticket/?hsLang=en). Ask for your 2FA to be reset, and include your name, your work email (your iluminr username) and your organisation. 2. Wait for support to confirm the reset. 3. Log in to iluminr. 4. Set up 2FA on your new phone (see below). If you've also forgotten your password, reset it first with **Forgot your password?** on the login page. ### Set up 2FA on your new phone You need an authenticator app such as Google Authenticator or Microsoft Authenticator. 1. Go to the iluminr website for your region and log in. 2. Select your profile image, then **Profile**. 3. At the bottom of the page, select the **Two-Factor Authentication** checkbox. 4. Log out, then log back in. 5. In your authenticator app, add a new account. 6. Scan the QR code iluminr shows you. 7. 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