Lost your phone or recovery codes for your gym account

If you lost or replaced the phone with your authenticator app, sign in with one of the recovery codes you saved, then set up two-step verification on the new phone. If you have no codes, your gym can help: they confirm it's you in person or by phone, then turn two-step verification off so you can sign in.

Before you begin#

• Your email and password.
• Your recovery codes (they look like K7QM-2XRP).
• Use your gym's website or the Levflex app. Both ask for the code and accept recovery codes.

Sign in with a recovery code on the web#

1. Enter your email and password on your gym's sign-in page.
2. Select Use a recovery code instead and enter a code in Recovery code.
3. Select Verify & Sign In.
4. Open Account → Sign-in & security.
5. Expand Turn off two-step verification, enter your Current password and select Turn off.
6. Select Set up two-step verification and scan the new QR code with your new phone. Save the new codes.

Sign in with a recovery code in the Levflex app#

1. Enter your email and password on your gym's Sign in screen.
2. Tap Use a recovery code instead on the Two-step verification screen and enter a code in Recovery code.
3. Tap Verify & sign in. The app shows how many recovery codes you have left.
4. Tap Get new recovery codes if the app says You're running low on recovery codes (3 or fewer left), or go to Account → Sign-in & security yourself.
5. Tap Turn off two-step verification, enter your Current password and tap Turn off.
6. Tap Set up two-step verification and add the account to the authenticator app on your new phone. Save the new codes.

Each code works once, and you get an email A recovery code was used to sign in each time.

No phone and no recovery codes#

1. Contact your gym: visit the front desk, or call them.
2. Ask them to turn off two-step verification on your account. They'll confirm it's you in person, or by calling a number they already have for you.
3. Choose a new password with Forgot password? if your gym asks you to.
4. Sign in and set up two-step verification again.

The Get help link next to Lost your phone? on the sign-in page also explains this. In the app, tap Lost your phone? Get help on the Two-step verification screen to open the same page.

Common mistakes#

Emailing Levflex instead of the gym#

Your account belongs to your gym, and only they can confirm who you are. Levflex can't unlock or reset member accounts.

Asking the gym by email only#

For your safety, the gym confirms in person or by a phone number they already have.

Using an old version of the app#

Older versions of the Levflex app don't have the code screen. If you see a message about a 6-digit code but no box to type it, update the app, or sign in on your gym's website meanwhile.

Creating a new account#

A new account won't have your credits, bookings or membership. Recover the existing one.

Troubleshooting#

• Do you still have the old phone?
  • Yes
    Sign in with its app, then move two-step verification to the new phone.
  • No
    Go to the next question.
• Do you have recovery codes?
  • Yes
    Follow Sign in with a recovery code.
  • No
    Contact your gym. See How to contact your gym.

Once you're in, keep your new codes somewhere other than your phone.