Lost your phone with the authenticator app?

Losing your phone never locks you out of elastudio. Pick the first option that works for you.

1. Use a backup code

On the code step, type one of the backup codes you saved when you set up two-step verification. Each code works once. Then open Sign-in and security and, with your new phone ready, turn two-step verification off and on again, or make New backup codes.

2. Sign in without the password

Signing in with a code by e-mail, a link or Google never asks for the authenticator app. On the sign-in page, type your e-mail and select Send code (Send me a code at app.elastudio.app). You can use the studio as usual. To move the authenticator to a new phone you still need a code from the old app or a backup code; if you have neither, go to step 3.

3. Ask elastudio support to reset it

Lost the phone and the backup codes? Write to support@elastudio.app from the e-mail you sign in with, saying which studio you work at.

• We check who you are before changing anything, for example with the studio’s owner or with details only you and the studio would know. An e-mail alone is not enough, because anyone with your inbox can already sign in with a code.
• Then we remove your password and two-step verification and sign you out everywhere. You get an e-mail when it is done, and it is recorded in the security log.
• Sign in with a code by e-mail or Google, then set up a new authenticator and password in Sign-in and security.

Good to know

• Nobody at your studio can turn off your two-step verification, and elastudio support only does it after checking who you are.
• If you think someone else has your password, change it in Sign-in and security. Every change signs you out on your other devices.