I lost the phone with my authenticator

Your authenticator app gives you the 6-digit code at sign-in. If the phone is lost, broken or reset, you still have two ways back in.

#Use a backup code

When you set up the authenticator, Dromix showed you backup codes. At sign-in, the code step says Enter the 6-digit code from your authenticator app, or a backup code. Type one of your backup codes instead of the 6-digit code. Each code works once.

Once you are in, set the authenticator up again on your new phone. See Turn on the authenticator app.

#Ask an admin to reset it

No backup codes left? Ask your Company admin. They open Company admin → Company → Organization, select you and choose Reset MFA. After they confirm Reset authenticator?, your authenticator and backup codes are cleared, and you are signed out everywhere.

Sign in with your email and password, then set up the authenticator again. Your encrypted chats are not lost: they are protected by your password, not by the authenticator.

#Sign out the lost phone

If the phone might be in someone else's hands, sign it out from another device in Linked devices. An admin can also use Sign out devices in Organization.