2FA issues: "Lost my phone" and other

Modified on Fri, 24 Nov 2023 at 02:13 PM

1. If the mobile phone is lost or changed, how to recreate an appropriate one-time password on a new mobile phone?

We support the Google Authenticator and Authy apps for 2FA protection.

For the Google Authenticator app:

* Install Google Authenticator on a new mobile phone;

* Click "Enter a setup key" and specify your 16-symbol 2FA backup key in the corresponding field;

Account field: Account name defined by you on demand, such as ‘lobstr.co’.

* Log in to your LOBSTR account with a 6-digit one-time password from the app.

For the Authy app:

* Install Authy on a new mobile phone;

* Click on the account you want to decrypt;

* Enter your Authy Backups password (the password that you have configured for backups in your Authy app);

* Tap "Unlock Accounts";

* Log in to your LOBSTR account with a 6-digit one-time password from the app.

If you have lost your mobile device or phone, it is highly recommended to disable old 2FA and then enable 2FA anew.

In case you lost/changed your phone and you don't have the 16-symbol 2FA-key/backups password or can’t access your old device, please contact our support at support@lobstr.co or submit a request on the support page.

2. I have retained access to my old phone, how do I import 2FA codes from one device to another? (Applies to the Google Authenticator app)


* Update the Google Authenticator app on your old device;

* Open Authenticator and tap the three-dot menu icon at the top-right of the app;

* Select "Export accounts" -> "Continue" -> enter your passcode when prompted;

* Pick the accounts you want to transfer and tap "Export";

* Open the Authenticator app on your new device -> tap "Get started";

* Within the app, tap "Import existing accounts?" located at the bottom of the screen -> Select "Scan QR code";

* Ensure your 2FA accounts were exported to a new device before removing them from an old one;

* Tap "Finished" on an old phone -> "Remove accounts".

3. I get an ‘incorrect one-time password’ error, how to resolve the issue?


* Ensure that time on the mobile phone is synchronized and date/time update occurs automatically

For iOS devices: Go to the system Settings, choose General. Then choose Date & Time:

For Android devices: On Google Authenticator app open Settings, choose "Time correction for codes" and select "Sync now"

* Try restarting the Authenticator app and make sure to input the correct 2FA code when logging in or making a transaction.   

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