Support

Most questions are answered below. For anything else, email us and we reply within two business days.

The code is rejected

Codes depend on the clock. Open your phone's Date and Time settings and turn on "Set automatically". Then try again with a fresh code (wait for the ring to reset). If it still fails, the secret key may have been typed wrong: remove the account from the service and add it again.

I got a new phone

If backup was on: install the app, open Settings, Data Backup, Restore, and enter your backup passcode. If you still have the old phone: Settings, Data Transfer, and scan the transfer code with the new phone. If neither applies, use the recovery codes each service gave you when you set up 2FA, then add the accounts again.

I lost my phone and had no backup

We cannot regenerate secret keys; they only existed on that phone. Sign in to each service with the recovery codes they gave you, or go through their account recovery process, then enable 2FA again on the new phone. Turn on backup this time.

Cancel or get a refund

iPhone: Settings, tap your name, Subscriptions, Authenticator, Cancel. For refunds use reportaproblem.apple.com.

Android: Play Store, your profile, Payments and subscriptions, Subscriptions, Authenticator, Cancel. For refunds use the Play Store order history.

Deleting the app does not cancel a subscription. If the store declines a refund you believe is fair, email us with the order number and we will look at it.

Restore a purchase on another device

Open Settings in the app and tap Restore Purchase while signed in to the same Apple ID or Google account you bought with.

The QR code will not scan

Most services show a "can't scan?" link under the QR code that reveals a text key. In the app, tap Add, then "Enter key manually", and paste it.

Report a security issue

If you believe you found a vulnerability, email support@authenticator-2fa.com with "Security" in the subject. Please do not post details publicly before we have had a chance to fix it.