Lost your authenticator app: how to get back in
Work through these steps in order. Most people get back in within a few minutes with a backup code. If you have none left, contact support: we check your identity and reset your authenticator by hand.
Try your backup codes
On the sign-in screen, click Lost your authenticator app? Sign in with a backup code. On that page (/en/auth/backup) you enter your email address and one of the 10 single-use codes you received when you first set up your authenticator.
If a code works, go to Account → Security → Set up a new authenticator. You get a setup email to link a new app. Do it straight away: a session ends after an hour without activity.
Rather not sign in? On /en/auth/request-reset you enter your email address and a backup code, and the setup email comes without signing in. A backup code is needed there too: the mailbox alone is not enough.
If you followed the setup guide, your backup codes are in your password manager. Look in 1Password, Bitwarden or wherever you keep secure notes.
Check whether your authenticator app has a backup
Many authenticator apps back up the secret behind your codes:
- 1Password / Bitwarden: the TOTP key is in your vault. Sign in on any device to use it.
- Authy: install Authy on a new phone, sign in with your Authy account, and re-activate multi-device backup.
- Raivo (iOS) / Aegis (Android): check your iCloud or device backup. If you used an encrypted local backup, restore it on your new device before you sign in to Paramant.
Contact support for a manual reset
If you have no backup codes and cannot recover your authenticator from a backup, email privacy@paramant.app from the email address registered on your account.
Include the following in your message:
- Your account email address
- A brief description of how you lost access (lost phone, wiped device, etc.)
- The date of your last successful login, if you remember it
- Any transfer IDs or file names from recent activity, to help us verify your identity
We reply within 48 hours and ask follow-up questions to verify your identity before we reset anything.
We cannot reset accounts without identity verification. This is deliberate. It prevents an attacker from using the support channel to take over accounts.
Set up a new authenticator after recovery
Once support resets your authenticator, you will receive a new setup link by email. Follow the authenticator setup guide to set up a new app. This time, save your backup codes in a password manager before closing the setup page.