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Account & Security

If You Lose Your 2FA Device

Three ways back into a Polycopy account when your authenticator app is gone: backup codes, an approved device, and a support reset, plus what identity checks to expect.

Last updated August 22, 2026

Losing the phone with your authenticator app on it is not the end of your account. There are three ways back in, and they are worth trying in this order.

1

Use a backup code

When you set up 2FA, Polycopy showed you a set of one-time backup codes. Enter one where the app asks for your 6-digit code. Each code works once. Check your password manager, because that is where most people saved them.

2

Sign in from a device you already approved

If you selected Remember this device on a browser you still have, that browser will not ask for a code for 30 days. Use it, then go to Settings and either turn 2FA off or set it up again on your new phone.

3

Contact support

If you have no codes and no remembered device, email help@polycopy.com or use the Get Help form on the help centre. Write from the email address on the account.

What support will ask you for

Resetting 2FA removes a protection from your account, so we confirm you are you first. Expect to be asked for some of:

  • A message sent from the email address on the account
  • Roughly when you created the account
  • Your connected wallet address, if you have one
  • Recent activity we can match, such as a trader you copy or your last copied trade
  • Your Premium billing details, such as the last four digits of the card, if you subscribe

We will never ask for your private key, your seed phrase, or your unused backup codes. Anyone who does is not us.

Making this a non-event next time

Save the backup codes where you will find them

A password manager, not a screenshot. You will not remember where the screenshot went.

Use an authenticator that syncs

Apps like 1Password, Authy, and iCloud Passwords restore onto a new phone. Device-bound apps do not.

Keep one remembered browser

A personal machine with Remember this device selected is a second way in. Never do this on a shared or public computer.

Review approved devices occasionally

Settings lists the browsers currently remembered for 2FA. Sign out any you do not recognise.

Still stuck? Send us a message and we'll reply by email.
Get help
If You Lose Your 2FA Device | Polycopy Help Center