Common Scenarios
This guide helps if you:
Lost or broke your phone
Accidentally deleted the authenticator app
Deleted the RefNow entry from your authenticator app
Got a new phone and forgot to transfer your authenticator accounts
Can't find your backup/recovery codes
What To Do
Contact Your Administrator
If you can't access your authenticator app, you'll need to ask an administrator to reset your 2FA:
Contact your Super Admin or Team Admin within your organisation
Ask them to reset 2FA for your account
Once reset, you can log in with just your password
Set up 2FA again with your new/restored authenticator app
How Admins Reset 2FA
Administrators can reset 2FA for users by:
Going to Settings > Users
Clicking on the user who needs their 2FA reset
In the edit dialog, finding the Two-Factor Authentication section
Clicking Reset 2FA
Confirming the action
Getting a New Phone?
Before switching phones:
Transfer your authenticator - Many apps have export/import features
Or disable 2FA first - Log in and disable 2FA before switching phones, then re-enable it with your new device