---
title: "Lost access to the authenticator app"
url: "https://demo.myforumcat.com/q/30/lost-access-to-the-authenticator-app"
forum: "Demo"
question_number: 30
category: "General"
tags: ["Two-Factor Auth"]
status: "solved"
solved: true
votes: 2
replies: 3
views: 231
asked_at: "2026-06-04T05:32:37.710Z"
updated_at: "2026-09-18T23:59:24.137Z"
---

# Lost access to the authenticator app

Asked by Hannah Wright on 2026-06-04 · 2 votes

One of our admins reset their phone and lost the TOTP secret. What is the recovery process to regain access?

## 3 replies

### Reply 1 (marked as the solution)

meow (Owner) · 2026-06-04 · 5 votes

Reach out to support with the account email. We verify identity and then clear the enrolled authenticator so they can set up a new one on next sign in.

### Reply 2

Hannah Wright · 2026-06-04 · 1 vote · In reply to Reply 1

Support was quick about it too, sorted within the hour.

### Reply 3

Kai Tanaka · 2026-06-05 · 1 vote

Support handled ours quickly too, verification only took a few minutes.