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Lost 2FA recovery codes

If you've lost your two-factor authentication recovery codes, here's what to do depending on whether you still have access to your authenticator app.

If you still have your authenticator

If your authenticator app (Google Authenticator, 1Password, Authy, etc.) still works and generates valid codes, you can sign in normally and regenerate your recovery codes:

  1. Sign in with your email, password, and authenticator code as usual
  2. Go to Settings > Security
  3. Look for the recovery codes section
  4. Click Regenerate recovery codes to get a new set of 8 codes
  5. Save the new codes in a safe place immediately

The old recovery codes (if any were unused) will be invalidated when you regenerate.

Save your new codes right away
This is why it's important to save your recovery codes in a safe place when you first set up 2FA -- and again every time you regenerate them. Store them in a password manager, print them out, or keep them somewhere secure and separate from your authenticator device. See Two-factor authentication for the full setup guide.

If you've lost everything

If you've lost both your authenticator device and your recovery codes, you won't be able to sign in through the normal flow. In this case, you'll need to contact support so we can help you regain access.

To start the recovery process:

  1. Email help@biller.ca from the email address associated with your Biller account
  2. Let us know that you've lost access to both your authenticator and recovery codes
  3. We'll ask you to verify your identity by answering some questions about your account
  4. Once verified, we'll disable 2FA on your account so you can sign in with just your password

After regaining access, we strongly recommend setting up 2FA again and saving your recovery codes in a secure location. See Two-factor authentication for setup instructions.

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Need more help? Email us at help@biller.ca