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I Lost My Authenticator App / 2-Factor Device

3 min readUpdated

Two-factor authentication (2FA) protects your account when your password is compromised. The trade-off: if you lose access to the second factor, recovery is deliberately slower so an attacker can't claim it's their phone that broke.

If you still have your recovery codes

When you enabled 2FA, DreamTrak showed you a list of one-time recovery codes and asked you to save them somewhere safe (a password manager, a printed page, or a note in iCloud Keychain / Google Password Manager).

  1. On the sign-in screen, after entering your password, tap Use a recovery code instead of entering a 6-digit code.
  2. Enter one of your saved codes. Each code works exactly once.
  3. Once signed in, go to Settings → Security and regenerate your recovery codes so the used one can't be replayed.

If you have your old phone but the codes don't work

TOTP codes are time-based. If your phone's clock has drifted (common after a long flight or a battery-dead reboot), codes will look wrong even though the app is fine.

  • Toggle your phone's automatic date & time off and on.
  • In Google Authenticator: Settings → Time correction for codes → Sync now.
  • In Authy: pull-to-refresh on the DreamTrak entry.

Try again immediately after syncing.

If you've lost the phone entirely and have no codes

We can verify your identity and disable 2FA on your account, but this takes 3 to 5 business days by design.

  1. Contact support from an email you've previously corresponded with us from.
  2. Include: the email on your DreamTrak account, the approximate date you enabled 2FA, the last 4 digits of any payment method on file, and the names of any Traks you've started.
  3. We will email you back with an identity-verification step. After verification we disable 2FA and send a temporary sign-in link.
  4. As soon as you sign in, re-enable 2FA with a fresh device and save the new recovery codes immediately.

Avoiding this next time

  • Save recovery codes in two places (your password manager AND a printed copy).
  • Use a cloud-synced authenticator (Authy, 1Password, Google Authenticator with cloud sync) so codes survive a device loss.
  • Add a trusted second device to your authenticator so a single lost phone isn't catastrophic.
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