Sign in with a recovery code
A recovery code replaces the 6-digit code of your authenticator app for one sign-in. You saved 8 of them when you turned on two-factor authentication. Use one when your phone is lost, reset or not with you.
Before you begin
- Your Faustine password. You enter the recovery code after the password.
- One of your recovery codes that you have not used. A code has 10 letters and digits, shown as
XXXXX-XXXXX.
Sign in with a recovery code
To sign in:
- On the sign-in screen, enter your email and password. The Check your authenticator screen opens.
- Next to Lost your device?, select Use a recovery code.
- Under Recovery code, enter one of your codes. Capitals and the dash are optional.
- Select Sign in with this code.
You are signed in. The code you entered is spent and does not work again. Two-factor authentication stays on, and your other codes stay valid.
You have 5 minutes between the password and the code. To go back to the 6-digit code, select Use the authenticator instead.
After you sign in
A recovery code does not replace your authenticator app. The next sign-in asks for a code again.
- If you have a new phone, turn two-factor authentication off and on again in Profile to set up the app on it. Both changes ask for your password. If a workspace requires two-factor authentication, Turn off is not offered. Contact Faustine to have it reset.
- If the saved codes may have leaked, or few are left, select New recovery codes in the Two-factor authentication row. The row shows how many codes are left. See Generate new recovery codes.
When no recovery codes are left
Without the app and without a code you cannot sign in, and you cannot generate new codes because that needs a session.
Contact Faustine to have two-factor authentication reset for your account. The reset turns it off, deletes the remaining recovery codes and signs the account out everywhere. Your password then signs you in, and you can turn two-factor authentication on again. If a workspace requires it, you are asked to set it up at that sign-in.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| That recovery code is not valid. Each one works once; check for typos. | The code was used before, was replaced by a newer set, or has a typo. | Enter a code you have not used, from the set you saved last. |
| Sign in with this code is disabled | The field does not have 10 letters and digits. | Enter the whole code. |
| Too many wrong codes | 5 wrong codes were entered in this sign-in. | Select Sign in again and start from your password. |
| This sign-in expired | More than 5 minutes passed after the password. | Select Sign in again. |
| Too many attempts from this connection. Try again in a few minutes. | Too many wrong codes came from your account or your network in 10 minutes. | Wait 10 minutes and sign in again. |
Next steps
- Turn on two-factor authentication: set it up, generate new codes or turn it off.
- Change your profile and password: the other settings of your account.
Last updated November 13, 2026