I have a new phone ΓÇö how do I move my two-factor authentication?
If you still have access to the old phone or to your authenticator app: go to Account, remove the registered device and
add a new one.
If you have lost access ΓÇö a replaced or wiped phone, an authenticator app that was not restored ΓÇö there are two
routes.
If you have Google or Microsoft connected to your account, sign in that way. It does not require your Sigill one-time
code. Once you are in, go to Account, remove the old two-factor device and register a new one. This is by far the
quickest route, and a good reason to connect one of them before you need it.
Otherwise, ask an administrator at your organisation. Under Users they can reset your password and two-factor
authentication together. Your old device stops working immediately, and you are emailed a link to choose a new password
and enrol a new authenticator. No one ΓÇö not your administrator, not us ΓÇö sees your password at any point.
If that email does not arrive, you are not stuck: sign in with your existing password ΓÇö the old one-time code is no
longer asked for ΓÇö and you will be prompted to set a new password and enrol a new authenticator right there.
If there is no administrator who can help ΓÇö you are the only one, or you have lost access to the account that holds
the role ΓÇö contact support@sigill.tech. We will verify who you are and reset it for you.
You cannot restore it entirely on your own, because signing in requires the code you no longer have. Note also that
resetting only your password does not help ΓÇö a one-time code is still required afterwards, which is why the reset
covers both.
To avoid the situation altogether: register your authenticator in an app that syncs across your devices, or store the
setup key somewhere safe when you first configure it.
