If you've lost access to your authenticator app and your backup codes, we can help — but it requires a manual review from our support team.
What to do
Email [email protected] with:
- The email address on your Dsposal account.
- A brief description of what happened (e.g. "I replaced my phone and didn't restore my authenticator").
- The name of the organisation you belong to in Dsposal.
We may ask a few additional questions to verify your identity before we reset your two-factor settings.
What happens next
Once we've confirmed your identity, a member of our team will:
- Disable the authenticator app on your account.
- Invalidate your existing backup codes.
- Reply to your email confirming you can sign back in.
After that, sign in with your email — we'll send you a one-time code by email. Once you're back in, head to Account → Profile → Two-factor authentication to set up a new authenticator and save fresh backup codes.
Tips to avoid getting locked out again
- Save your backup codes somewhere durable: a password manager, a printed copy in a safe place, or both.
- Register a passkey alongside your authenticator. Passkeys live on multiple devices and don't require a one-time code.
- Add a second passkey (e.g. your laptop and phone). If one device is lost or wiped, the other still works.
Keep moving
Next steps
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