Account, security, and privacy
Use and regenerate recovery codes
Sign in with a recovery code when you don’t have your authenticator app, and get a new set of codes.
What you will achieve
You can sign in without your authenticator app and keep a fresh set of codes.
Before you start
- Keep your recovery codes at hand. You have 10, and each one works only once.
On the web
- 1
On the screen that asks for your code, click Use a recovery code.
- 2
Enter one unused code, such as ABCDE-FGHIJ, and click Verify.
- 3
To get a new set, open Settings, the Sign-in & security tab, then click Regenerate recovery codes.
- 4
Enter the current code from your authenticator app, then click Regenerate codes.
- 5
Click Copy and keep the new codes somewhere private.
Expected result
Sonize signs you in with the recovery code. When you create a new set, the old codes stop working and the counter shows 10 codes left.
Important
Never send your recovery codes to Sonize support or anyone else. When you create a new set, delete every copy of the old codes.
Fix a problem
Problem: A recovery code is refused.
What to doEach code works only once, so try another one. Capital letters and the dash don’t matter. After 5 wrong codes, wait 15 minutes.
Problem: You have no recovery codes left.
What to doIf you still have your authenticator app, sign in with it and create a new set right away. Otherwise, contact Sonize support.
Problem: You closed the new codes before saving them.
What to doThey can’t be shown again. Create another set with a code from your authenticator app. Codes are never sent by email, and support cannot see them.