Recover Account Access

If you have two-factor authentication enabled and you cannot receive the SMS verification code -- maybe you lost your phone, broke it, switched carriers, or you are travelling somewhere with no signal -- this guide explains how to get back in.

Before you begin

There are three possible recovery paths, in order of preference:

1. You have a saved recovery code. Use the recovery code path below. This is the fastest and works without any help.
2. You have lost your codes too, but you have an administrator on your team. Skip to Ask an administrator to disable 2FA.
3. You are the only administrator and you have lost everything. Skip to Contact Resytech support.

Sign in with a recovery code

Recovery codes are the ten one-time codes Resytech showed you when you first enrolled in 2FA. Each one looks like abcd-efgh and can be used once in place of an SMS verification code.

Steps

1. Go to the Resytech sign-in page.
2. Enter your email and password as usual, and click Sign in.
3. The screen changes to "Verify your identity" and asks for a 6-digit code from your phone.
4. Below the code input, click Use a recovery code instead.
5. The screen changes to "Use a recovery code".
6. Type or paste one of your saved recovery codes into the input. The format does not matter -- abcdefgh, abcd-efgh, and ABCD-EFGH all work.
7. Optionally check Trust this device for 30 days if you are signing in from your own computer.
8. Click Sign in.

You are now signed in. The recovery code you just used is permanently consumed and cannot be reused -- cross it off your saved list.

What to do immediately after

• Get a new phone or restore service as soon as you can.
• Once you can receive SMS again, disable 2FA and re-enroll with your current phone number. This is the supported way to update your 2FA phone -- see Enable Two-Factor Authentication.
• Generate a fresh batch of recovery codes from Profile > Security > Regenerate recovery codes. This invalidates the old set, including any that may have been compromised when you lost your phone.
• Review your trusted devices at Profile > Security > Trusted Devices and revoke anything you do not recognize.

Important: If you suspect your phone was stolen rather than lost, also change your password and revoke every trusted device immediately.

Ask an administrator to disable 2FA

If you have lost your recovery codes too, an administrator on your company can disable 2FA on your account from the user management screen. They cannot read your password or your codes -- they can only turn 2FA off so you can sign in with just your password and re-enroll afterward.

Steps for the locked-out user

1. Contact a teammate who has administrator access on your Resytech account.
2. Tell them which email address is locked out.
3. Wait for them to confirm 2FA has been disabled on your account.
4. Sign in with your email and password as usual -- no verification code will be required.
5. Immediately re-enroll in 2FA. See Enable Two-Factor Authentication. Save the new recovery codes somewhere you will not lose them this time -- a password manager is the best option.

Steps for the administrator

1. Go to Company > Company Users.
2. Find the locked-out user in the table.
3. Open the user editor and toggle 2FA off, or use the disable action on their row.
4. Confirm the change.
5. Let the user know they can sign in.

Note: Disabling 2FA from the admin panel is a sensitive action. Only do this for someone whose identity you can verify in person, on a video call, or through a known phone number -- never just in response to an email or chat request, as that is exactly how social engineering attacks work.

Contact Resytech support

If you are the only administrator on your company and you have lost both your phone and your recovery codes, no one on your team can help you -- you need Resytech to disable 2FA on your account directly.

To request this:

1. Email Resytech support from an email address that matches your locked-out account, or from another address you have used with us before.
2. Include your company name, the locked-out email address, and a brief description of what happened.
3. Be prepared to verify your identity. Support may ask you to confirm details about your account that only the real owner would know -- billing information, recent bookings, the date you signed up, etc.
4. Once support disables 2FA, sign in with your password and immediately re-enroll. Save your new recovery codes in a password manager this time.

Tips

• Save recovery codes in two places. Store them in a password manager and somewhere offline (printed and filed, or on an encrypted USB drive). If your password manager itself is compromised, the offline copy is your fallback.
• Recovery codes do not expire. Codes you saved a year ago still work as long as 2FA is still enabled and you have not regenerated the batch.
• Successful recovery resets the rate limiter. If you mistype a recovery code a few times, do not panic -- you have ten attempts per 24 hours, and a successful one zeros the counter.
• You cannot recover the recovery codes themselves. If you have lost your codes, the only options are admin help or generating a new batch (which requires being signed in already, so it does not help when you are locked out).