Lost your phone or lost 2FA: here's how to get back in

Your phone is lost, broken or stolen, and your authenticator app along with it. Or perhaps you can no longer read your mail. Don't panic: there are several ways to get back in. Start at the top.

1. Use a different second step

If you have more than one method enabled, your Nextcloud will ask which one you want to use after your password. Choose a method that still works:

• The code by e-mail: read your mail on your computer or another device (The email login code: how it works and what to do if the email doesn't arrive).
• A backup code: choose Use backup code and enter one of your ten backup codes. Each code works once.
• Nextcloud notification: if you're still logged in on another device, approve the login there (Approving login with a notification on another device).

2. Back in? Tidy up straight away

1. Go to Settings, Security, Devices & sessions and revoke the lost phone. If it was stolen, also choose Wipe device for the Nextcloud app on that phone (Viewing, revoking, or remotely wiping devices and sessions).
2. Change your password (Changing or forgetting your password).
3. Turn TOTP off and back on, and scan the new QR code with your new phone (Setting up an authenticator app and saving backup codes).
4. Create new backup codes and store them safely. The old ones will stop working.
5. Create new app passwords for the calendar and contacts on your new phone (App passwords: when and how to use them).

3. Still can't get in?

• You can no longer access your mailbox and have no other method: ask the administrator of your Nextcloud package to change your e-mail address to one you can read. The code will then arrive there.
• Your authenticator app and backup codes are both gone: contact WebOké support. We'll first check that you're really the owner of the account, or that the administrator of the package is making the request. After that, we'll reset the second step for you. Please note that, for your security, this doesn't happen immediately. With Nextcloud Free there's no personal support. There, the code by e-mail is your permanent way back in, so make sure you can always read your mailbox.

Tip: Prevention is easier. Keep your backup codes on paper or in a password manager, and make sure you always have at least two methods you can use.