Two-factor authentication, or 2FA, is a great way to protect your account, turning your mobile device into a unique key generator. However, what happens if you lose that device, uninstall the two-factor authentication app by mistake or can't use it anymore?

Here, you will find how to use the two back-up solutions we offer to allow you to use your account again.

Disable two-factor authentication using a back-up code

When enabling two-factor authentication, ten back-up codes are generated that you can save somewhere safe. These codes can be used to replace any one-time password for your account, instead of using your two-factor authentication application to generate one.

You can use these back-up codes to log in to Dashlane or to disable the two-factor authentication itself, depending on the setting that you chose when enabling it.

Note that a back-up code can only be used once. Each time you disable and re-enable two-factor authentication for your account, all of your past back-up codes and one-time passwords (generated by your two-factor authentication application) will no longer work. Once generated, you must use the new codes, so don't forget to delete the old ones to avoid confusion.

Receive more back-up codes for two-factor authentication on your back-up phone number

You can also disable two-factor authentication using the back-up phone number set up when activating the feature. We will text your back-up phone with a new set of codes. To do this, click here and follow the instructions.

Please note that your back-up phone number is the one you chose when enabling two-factor authentication. It is not the phone number you can change from the "Preferences" in your Dashlane app.

If you get an error when entering your e-mail address on our lost phone page, it may be that Dashlane couldn't detect to which country it should send the text message.

You may need to check and change the country which is set for Dashlane. To do this, you need to open the application and log in to your account to change the "Country" setting (see below). Naturally, if you are locked out of your account, contact us here.

On Windows:

When your account is open, select Tools > Preferences in the menu Go to the last tab named Advanced Change the "Country" setting to the country your phone number is from Click on Apply Try again on lost phone page

On Mac:

You need to change this setting directly in the Mac OS X System Preferences:

Click on the Apple icon at the top left of your screen and select System Preferences in the list Select Language & Region Change your "Region" setting to the country your phone number is from Log in to your Dashlane account Try again on lost phone page

Please note that a limit of two text messages can be sent for each registered e-mail address per hour.

If you are still unable to turn off 2FA, then please contact us for help.