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What to do if you lose access to your factor

If you can't get to your second factor — lost phone, broken phone, deleted authenticator app, changed carriers — you can still get back into your First Connect account.

Quick guide
  • Do you have a recovery code? Use it. See Use your recovery code
  • Do you have another MFA method set up (like both authenticator app and text message)? Sign in with that one.
  • If neither, contact support. We'll verify your identity and reset your MFA so you can set it up again. We'll verify your identity and reset your MFA so you can set it up again.
        Use your recovery code

        The recovery code is the backup code you were shown once when you first set up MFA. It looks like K4WJ-9XQM-2RTV-8PNL and should be saved in your password manager or somewhere safe.

        • Go to the First Connect sign-in screen and enter your email and password.
        • At the second-factor prompt, click Try another way (or Use a recovery code).
        • Enter your recovery code.
        • Once you're signed in, go to Login and Security and update your MFA setup. If you've lost access to your current factor (e.g., lost phone), disable it and re-enroll with your new device. Save the new recovery code you'll be shown next time, it's only valid once.

                After a recovery code is used, it's no longer valid. The next thing you should do is set up a new second factor, and you'll get a fresh recovery code to save.

                Use a backup MFA method

                If you set up both an authenticator app and text message, you can sign in with whichever one you still have access to:

                • At the second-factor prompt, click try another method.
                • Choose the method you still have access to.
                • Once you're signed in, go to Login and Security and update your methods. Disable the one you lost access to and add a new method to replace it.
                      Contact support

                      If you've lost your phone and don't have a recovery code or backup method, contact First Connect for support.

                      • We'll verify your identity before making any changes.
                      • Once verified, we'll reset your MFA.
                      • The next time you sign in, you'll be walked through setting up a new second factor — and you'll get a fresh recovery code to save.

                            Prevent this from happening again

                            • Save your recovery code in a password manager the first time you set up MFA.
                            • Set up two methods — for example, an authenticator app plus text message. If you lose one, the other still works.
                            • Update your methods before getting rid of an old phone or changing carriers. See How to add or disable an MFA method.

                                        Related articles

                                        i. MFA Overview

                                        ii. What is Multi-factor Authentication (MFA) and why First Connect requires it

                                        iii. Creating a password

                                        iv. How to set up Multi-factor Authentication (MFA) with an authenticator app

                                        v. How to set up Multi-factor Authentication (MFA) with Text Message

                                        vi. How to reset or change your password

                                        vii. What to do if you lose access to your factor

                                        viii. How to add or disable a Multi-Factor Authentication (MFA) method

                                        ix. Password Requirements

                                        x. What "Keep me signed in" means