I lost my 2FA device, or I'm not receiving my 2FA code. What can I do?

If you've lost your 2FA device, changed phones, or aren't receiving your 2FA code, here are a few ways to get back into your account.

Use a backup code When you first enabled 2FA, you were given a set of backup codes that can be used to access your account. If you're prompted for a 2FA code, you can enter one of your backup codes instead. Backup codes are one-time use only, each code works once.

Turn off 2FA from another logged-in device If you have another device that's still logged into Keeper, go to Settings and set your 2FA method to Off, then save the change. This lets you log back in on your other device. Once you're back in, contact us and we'll help you set up the best 2FA method for your situation to help prevent this from happening again.

Still locked out? If you don't have backup codes and are otherwise unable to log in, contact our support team. They can connect you with a specialist who will walk you through the security steps needed to remove your current two-factor method.

iOS users: check if Keeper's message was marked as spam If you're not receiving your 2FA code by text and use an iPhone, Keeper's messages may have been accidentally marked as spam in your Messages app. To fix this:

1. Open the Messages app.
2. Tap the three lines in the upper right corner.
3. Choose Spam.
4. Locate the message from Keeper and tap it.
5. Choose Not Spam.
6. Choose Move and Report.

The conversation will move back to your normal messages, and you should start receiving new messages again.