Troubleshooting for two-step authentication

Some common questions you might have when using two-step authentication and how to resolve them.

How can I log in if I lose my phone?

If you've lost your phone, you can still log in to Xero by using the backup security questions.

Then, you'll need to disable the link between your lost phone and your Xero account, and then set up two-step authentication on your new phone.

Can I change my backup security questions?

To choose different backup security questions, you’ll need to disable two-step authentication, and then set up two-step authentication again.

Why can’t I log in using the authentication code?

If you’ve manually changed the time on your phone, you may not be able to log in using authentication codes. Change your phone settings to use the network-provided time zone, and try again.

What do I do if I can’t log in?

If you have failed to log in to Xero six times, using either the authentication code or security questions, we'll temporarily lock your account. You can try logging in again after 2 hours.

If you still can't log in after your account is unlocked, you'll need to contact us to have your account reset. Use the Contact Xero Support button at the end of this Help page.

You'll need to prove that you're the owner of the account before we'll reset it. This may take some time but it's necessary to ensure there's no unauthorised access to your account.

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