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Home › Security & Performance › Locked Out of Two-Factor Authentication (2FA)? What to Do
Security & Performance

Locked Out of Two-Factor Authentication? What to Do

3 steps ~3 min
Step 0 of 3 completed
1
Check it is the 2FA step you are stuck on
  1. You can enter the correct username and password, but you cannot complete the authenticator code prompt (for example you have lost or replaced your phone).
  2. If you have simply forgotten your password, use Lost your password? on the login screen instead.
Check it is the 2FA step you are stuck on
2
Contact Innermedia support
  1. Email support@innermedia.co.uk .
  2. Tell us the username or email address of the account that is locked out.
3
Scan your new QR code
  1. We will send you a new QR code for the account.
  2. Scan it with your authenticator app to set up two-factor authentication on your new device or app, then log in as normal.

See Enabling Two-Factor Authentication for more on how 2FA works.

✓

Completed

If you are still experiencing issues, our support team is here to help.

Email Support 01707 875 721

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