Lost your phone or authenticator

Your password still works when you lose your phone, so Forgot password? won't help. After you enter your password, IdRa asks you to Verify it's you with a security method. Try these in order.

1. Use another security methodCopy Anchor Link

• Backup code: select Backup code and enter one of the codes you saved when you set up your authenticator app. Each works once.
• Email: select Email and enter the code sent to your email address, if your organization has this method turned on.
• Passkey or security key, or any other method you set up earlier.

Once you're in, go to Settings → Security methods and fix it:

1. On Authenticator app, select Remove, then Set up to connect your new phone. Removing the app also ends your old backup codes, so save the new ones.
2. Under Sessions & devices, remove the lost device if it's listed.

Some organizations or apps accept only certain methods, so you may be asked for one you can't use. Then go to step 2.

2. Ask your administratorCopy Anchor Link

If nothing works, ask your administrator to reset your security methods. Sign-in pages show your organization's support contact when it has one; otherwise that's usually your IT team or whoever invited you.

They'll want to confirm it's you. Then, on your person page, they choose More actions → Reset authenticators (what they do). This removes your authenticator app and passkeys, not your password. The next time you sign in, IdRa asks you to set up what your organization requires.

If your phone was stolenCopy Anchor Link

Tell your administrator straight away, even if you can still sign in. They can end your sessions everywhere. Then change your password in Settings.

Avoid getting locked outCopy Anchor Link

• Keep your backup codes in a password manager, not on the phone with your authenticator app.
• Add a second method, such as a passkey, while you still have access.