Lost 2FA recovery codes

If your authenticator app still gives you working codes, you can get a new set of recovery codes. Recovery codes can't be shown again or regenerated on their own, so you'll turn 2FA off and back on:

1. Sign in with your email, password, and a code from your authenticator app
2. Go to Account > Security
3. Under Two-factor authentication, enter your password and click Disable 2FA
4. Click Enable two-factor authentication, scan the new QR code, and enter the code from your app
5. Save the 8 new recovery codes shown on the next screen right away

Turning 2FA off deletes your old authenticator setup and any unused recovery codes. Once you scan the new QR code, remove the old Biller entry from your authenticator app, because its codes won't work anymore.

If you've lost your phone or authenticator app but still have your recovery codes:

1. Sign in with your email and password
2. On the Verification Required screen, click Use a recovery code
3. Enter one of your recovery codes and click Verify
4. Follow the steps above to turn 2FA off and back on with your new device

Each recovery code works only once, so cross it off after you use it.

If you've lost your authenticator and your recovery codes, you can't get past the verification step yourself. Resetting your password won't help either, because 2FA stays on.

Email help@biller.ca from the email address you sign in with, and tell us you've lost access to both. We'll need to confirm you own the account before we can help.

Once you're back in, set up 2FA again and save your recovery codes somewhere safe.