Lost your phone or recovery codes for two-step verification

If your phone is lost, broken or replaced, sign in with one of the recovery codes you saved when you turned on two-step verification, then set it up again on the new phone. If you have neither the phone nor a code, Levflex support can reset two-step verification for owners, admins and trainers after checking who you are. That takes longer, so try every code you might have first.

Before you begin#

• Your email and password for the dashboard.
• Your recovery codes (codes like K7QM-2XRP), from your password manager or the file you downloaded.
• Your new phone with an authenticator app installed.
• You can do this on the web or in the Levflex app (Use a recovery code instead on the Two-step verification screen, then Account → Sign-in & security).

Sign in with a recovery code#

1. Go to your gym's sign-in page and enter your email and password.
2. Select Use a recovery code instead on the Two-step verification page.
3. Enter one code in Recovery code and select Verify & Sign In.
4. Open your name menu → Sign-in & security.
5. Expand Turn off two-step verification, enter your Current password and select Turn off. Then select Set up two-step verification and scan the new QR code with your new phone. If your gym requires two-step verification for its team, it can't be turned off. Select Get new recovery codes so you have fresh codes, then ask Levflex support to reset it so you can set it up on the new phone.
6. Save the new Your recovery codes.

Each recovery code works once. Levflex emails A recovery code was used to sign in each time one is used, so you'll know if someone else uses one.

No phone and no recovery codes#

1. Go to your gym's sign-in page and select Get help next to Lost your phone?. It opens the Can't get in? page.
2. Fill in section 2: choose The owner or on the gym's team in I am, then Your name and Email on the account.
3. Describe what happened in What happened? Include a phone number or another email we can reach you on.
4. Select Send to Levflex Support.

Support replies within 2 hours (7am–9pm ET). We call you back on a phone number already on file, or check details only the real owner has, such as the last 4 digits of the card that pays Levflex and the amount of your last Levflex invoice. We never ask for your password or a code. Then we reset two-step verification, and you set it up again after signing in.

Common mistakes#

Restoring the phone without the authenticator app's data#

Some authenticator apps don't move codes to a new phone automatically. Check the app's own backup or transfer option before you erase the old phone.

Using the same recovery code twice#

Each code works once. Cross it off, or use the next one in the list.

Creating a new team account#

A new account at the same gym won't have your role, and only the owner can add it. Recover your existing account instead.

Using an old version of the Levflex app#

Older versions of the app don't have the code screen. If the app says to enter the 6-digit code but shows no box to type it, update the app, or sign in on the web meanwhile. In the current app, Lost your phone? Get help opens the same Can't get in? page.

Troubleshooting#

• Do you still have the old phone, even with a cracked screen?
  • Yes
    Use its authenticator app to sign in, then turn off and set up again on the new phone.
  • No
    Go to the next question.
• Do you have any recovery codes left?
  • Yes
    Follow Sign in with a recovery code above.
  • No
    Go to the next question.
• Does the sign-in page say the account is locked?
  • Yes
    Only Levflex support can unlock a team account. Contact [email protected]. In the app, Your account is locked has an Email Levflex support button.
  • No
    Follow No phone and no recovery codes above.

Once you're back in, check Your recovery codes shows 10 of 10 left, and keep them off your phone.