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Authy FAQ

All my accounts appear as "000000" on the App, what's happening?

The secret keys on your device which are used to generate the tokens are damaged. Try rebooting your phone and see if it works. If it doesn't, you need to delete the app entirely and re-install. If you had backups enabled all your accounts will be synced once you re-install.

I keep installing the Authy App but it keeps asking me to reset?

Once you click the reset button we send you an e-mail. Click on the e-mail link to reset your account but don't delete the App after you do so. Just continue the registration process.

I am not receiving the text-message, what can I do?

SMS is a best effort protocol, meaning your carrier will do it's best effort to deliver you the message but it might not. Sometimes due to high network traffic or SPAM filters you won't receive the text message.

There are 2 things you can try:

  • Reset your account: https://www.authy.com/phones/reset. This will reset your phone number.
  • Install the dedicated phone app. Opening www.authy.com/install on your phone browser will tell you if we have an app for you phone. If we do simply install it and configure it. Make sure you use the same phone number as you have in the websites you use Two-Factor Authentication for.

I'm locked out, what can I do?

Using Two-Factor Authentication greatly increases your security, but also means that if you use it improperly you might be locked out. First make sure you are using a cellphone number that you "own" - using a temporary VOIP number or a friends phone is not recommended and most of the people that do this are eventually locked out.

Secondly, if you have a smartphone install the dedicated app in as many devices as you can. If you ever lose one you can use the other. To install the app simply open www.authy.com/install on your device. Always use the same phone number on all your devices.

Third, keep your information up to date. On any Authy app you can click Settings->Account to see your information. If your e-mail or phone number are outdated, change them immediately.

Lastly, enable backups under Settings -> External Accounts. Choose a very strong backup password and write it down somewhere safe.

I don't have a cellphone can I use a land-line?

We do not fully support land-lines and to avoid future problems we recommend you don't. Although we support phone calls to verify your identity, we've found that if the phone call doesn't work you will be locked out and there are no other means to authenticate. Please don't use authy with a land-line.

I lost my phone what should I do?

Go to: https://www.authy.com/phones/reset. After you buy a new phone simply re-install the App and all accounts will be synchronized back.

How do I change my phone number?

Go to https://www.authy.com/phones/change and type in your previous phone and the new phone. We will send you and e-mail to confirm you want to reset it. After you confirm your phone number will change in the next 48 hours.

How do I delete authenticator accounts from the App?

On Android Swipe your finger left --> right on top of the account you want to delete in the sidebar. A delete button will appear.

On iOS swipe your finger right <-- left on top of the account in the sidebar.

Why should I trust Authy?

We're a security company offering security services. We make money from protecting your privacy and security. We don't sell or otherwise profit from your data.

What are Authenticator backups?

For your convenience Authy can store an encrypted copy of your Authenticator accounts in the cloud. The account is encrypted/decrypted inside your phone, so neither Authy or anyone affiliated with Authy have access to your accounts.

I forgot my backups password, how do I get access to my accounts?

Unfortunately you can't. Authy backups are designed so that only the person with the password can access them. There is no "master" password or known way to get back to your accounts without the backup password. If you forgot the password, you'll have to delete all the accounts and start again.