Lost MFA Device: How to Recover Your Account

Losing your MFA device is stressful, but in most cases you can recover within a few minutes using a backup code. Here's the order to try.

1. Use a backup code

When you enabled multi-factor authentication, Zenovay showed you a list of one-time backup codes and asked you to save them. Each code works once in place of your normal MFA code.

1. Go to the sign-in page and enter your email and password as usual.
2. On the MFA prompt, click Use a backup code.
3. Enter one unused code from your saved list.
4. You're signed in.

After signing in, immediately:

• Open Settings > Security and remove the lost device.
• Set up MFA on a new device (authenticator app, security key, or SMS).
• Generate a fresh set of backup codes — the previous list is invalidated.

For more on backup codes, see Backup codes for MFA.

2. Use a trusted device

If you previously checked Trust this device on a computer or phone you still have access to, that device can sign in without an MFA prompt for 30 days. Once you're in, follow the cleanup steps in the section above.

3. Use a second MFA method

If you set up multiple MFA methods (e.g. an authenticator app and SMS, or and a security key), the sign-in flow lets you switch to the alternate method on the MFA prompt screen. Click Try another way and pick the one you still have.

4. Contact support

If you have no backup codes, no trusted device, and no second MFA method, you'll need a human at Zenovay to verify your identity manually.

• Visit our help center and use the support form.
• Or email support@zenovay.com from the email address on your account.

Include as much of the following as you can:

• The email address on your account
• Your workspace or organization name
• The approximate date you created the account
• The date and amount of your most recent invoice (paid plans)
• A brief description of what changed (lost phone, factory reset, stolen device, etc.)

For security reasons, we cannot disable MFA over chat or social media — it has to come through the channels above. Expect to verify identity through one or two follow-up exchanges before any change is made. Same-day turnaround on business days is typical.

After you recover

Once you're back in, treat the recovery as a security event:

• Print or store fresh backup codes somewhere you'll actually find them in 6 months.
• Consider adding a second MFA method as a backup.
• Review Settings > Login history for anything you don't recognise.