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2FA Troubleshooting | Getting access to Google Authenticator from a new phone

  • Updated

I got a new phone, and I still have my old phone.

  1. On your new phone, install the Google Authenticator app.
  2. In the app, tap Get Started.
  3. At the bottom, tap Import existing accounts.
  4. On your old phone, create a QR code:
    • In the Authenticator app, tap More More and then Transfer accounts and then Export accounts.
    • Select which accounts you want to transfer to your new phone, and then tap Next.
      • If you transfer multiple accounts, your old phone may create more than one QR code.
  5. On your new phone, tap Scan QR code.
  6. After you scan your QR codes, you get a confirmation that your Google Authenticator accounts have been transferred.

Tip: If your camera can’t scan the QR code, it may be that there’s too much info. Try to export again with fewer accounts.

 

I got a new phone, and don't have my old phone anymore

We recommend you:

  • Sign out of the lost or stolen phone.
  • Change your Google Account password.

You have several ways you can get back into your account, depending on your circumstances.

Use backup options

If you've lost access to your primary phone, you can verify it’s you with:
  • Another phone signed in to your Google Account.
  • Another phone number you’ve added in the 2-Step Verification section of your Google Account.
  • A backup code you previously saved.
  • A security key you’ve added in the 2-Step Verification section of your Google Account.

Sign in from a trusted device

If you previously signed in from a device and checked the box next to “Don’t ask again on this computer,” you might be able to sign in from that device without a second verification step. After you sign in to your Google Account, you can manage your verification methods.
 
Recover your account
If you can’t sign in, follow the steps to recover your account on this Google 2FA article.

 

If you are having any other troubles with 2FA, please submit a request detailing the problem and remember to include any relevant screenshots.

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