Lost your phone? Using a recovery code, or asking an admin

If you cannot reach your authenticator app or passkey, you have two ways back in.

Way 1: use a recovery code

You need one of the recovery codes you saved when you set up two-step verification. See Setting up two-step verification.

1. Open your workspace address (yourteam.cmchat.app).
2. Enter your email and click Continue with email.
3. Type the 8-digit code from your email and click Verify and continue.
4. On the second-step screen, click Use a recovery code.
5. Type one code under Recovery code, like abcd-efgh-ijkl.
6. Click Sign in with recovery code.
7. You are in. CM Chat tells you how many codes you have left.

Each code works once. Once you are in, set up a new passkey or authenticator app right away, and make a fresh set of recovery codes. See the "Making a new set of codes" section in the two-step article.

Way 2: ask an admin to reset you

If you have no recovery codes left:

1. Contact a workspace owner or admin in some other way, such as in person or by calling them, and ask them to reset your two-step verification.
2. Only an owner can do this. They will check it is really you first.
3. When they reset it, all your devices are signed out and your old methods are removed.
4. Sign in again with your email code. CM Chat makes you set up two-step verification again and gives you new recovery codes.

If you are the only owner and you are locked out, email hello@cmchat.app from the email address on your account. We will verify your identity before helping.

Tips

• Register two methods (a passkey plus an authenticator app) so losing one device is never a problem.
• Keep recovery codes somewhere other than your phone.
• If you think someone else has your phone, tell an admin right away so they can sign you out everywhere.