Use and renew your recovery codes
Sign in with a recovery code when you cannot use your authenticator app, see how many codes are left and make a fresh set of ten.
Last updated 2 min read
Recovery codes are your spare keys. If your authenticator app is not available, for example after losing your phone, a recovery code gets you through the two-step sign-in step once.
Before you start
- Who can do this: everyone with two-step sign-in turned on.
- Plan: all plans.
- What you need: your saved recovery codes, or your authenticator app to make new ones.
Step by step
Sign in with a recovery code
- Sign in with your password or an email link.
- At Code from your authenticator app, type a recovery code, such as
k7mq-2xwp. - Press Continue.
- Cross that code off your list; it is now used.
Make a new set
- Open the account menu, choose Security and sign-in.
- Under Two-step sign-in, press New recovery codes.
- "Enter a code from your app to make new recovery codes." Type a current code (a recovery code also works).
- Press Make new codes.
- Save the ten new codes with Copy or Download, then press I’ve saved them.
What happens next
When you sign in with a recovery code, the code is removed from your account and the number left goes down. When you make a new set, all old codes stop working at once. Both events are written to your workspaces' audit log.
Quick facts
| Fact | Value |
|---|---|
| Codes per set | 10 |
| Format | Like k7mq-2xwp |
| Uses per code | 1 |
| Making a new set | Replaces all old codes |
Tips
- Make a new set when you are down to two or three codes.
- If you used a code because you lost your phone, set up two-step sign-in again on the new phone straight away.
- Add a passkey as another way in that does not need codes. See Add a passkey.
Troubleshooting
"That code isn’t right. Use the newest code from your app, or a recovery code."
The recovery code was wrong or already used. Check for typos, including the dash, or try another code.
"That code isn’t right"
When making new codes or turning two-step sign-in off, the code was not accepted. Use a current app code.
"Turn on two-step sign-in first"
Recovery codes only exist when two-step sign-in is on.
"Too many wrong codes. For your safety this is paused for a while; try again later or contact support."
Too many wrong codes were entered. Wait, or sign in with a passkey.
Frequently asked questions
How do I sign in with a recovery code?
Sign in with your password or an email link as usual. At the step asking for the code from your authenticator app, type one of your recovery codes, for example k7mq-2xwp, instead of the six-digit code, and press Continue. That code is then used up and cannot be used again.
How many recovery codes do I get?
Ten. Each looks like four letters or numbers, a dash and four more, such as k7mq-2xwp, and each works once. The Security page shows how many you have left, so you can make a new set before you run out.
How do I get new recovery codes?
Open Security and sign-in, press New recovery codes under Two-step sign-in and enter a current code from your authenticator app or one of your remaining recovery codes. You get ten new codes, and all your old ones stop working at once.
What if I lose my phone and my recovery codes?
Try signing in with a passkey if you added one, because passkeys skip the code step. Otherwise contact your workspace owner or Hushdesk support from the email address on your account. For your safety, support will need to confirm it is really you.
Where should I keep recovery codes?
Somewhere you can reach without your phone, such as a password manager on your computer, or printed and kept somewhere safe at home or in the office. Do not keep them only on the same phone as your authenticator app, because losing it would lose both.
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Related articles
- Set up two-step sign-inProtect your account with a code from an authenticator app such as Google Authenticator, 1Password or Authy, plus ten one-time recovery codes.
- Add a passkey for quick, safe sign-inSign in with Face ID, Touch ID, Windows Hello or a security key instead of typing a password. Add, rename and remove passkeys from your account.
- Ways to sign in to HushdeskSign in with your password, an emailed link or 6-digit code, or a passkey such as Face ID or Windows Hello, and add two-step sign-in for extra safety.
- Forgot your passwordGet back into Hushdesk with an emailed sign-in link or 6-digit code, then keep signing in with links or a passkey. Here is what to do about the old password.
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