Fix common issues with 2-Step Verification

Lost or stolen phone

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 Sign in from a trusted device Get a new phone from your carrier Recover your account

My security key was lost or stolen

Choose the right steps to get back into your account, based on if you set up another second step, like:

• Verification codes
• Google prompts
• Backup codes
• A backup security key you’ve added to your account
• A registered computer where you chose not to be asked for a verification code

Important: If you added Advanced Protection to your account, you can only use a backup security key. If you don’t have a backup security key, follow the steps to recover your account.

If you have another second step

1. Sign in to your Google Account with your password and your other second step.
2. Follow the steps to remove the lost key from your account.
3. Get a new security key. You may want to get an extra key you can keep in a safe place.
4. Add the new key to your account.

If you don’t have another second step or forgot your password

Important: 2-Step Verification requires an extra step to prove you own an account. Because of this added security, it can take 3-5 business days for Google to make sure it’s you.

Follow the steps to recover your account. You'll be asked questions to confirm you own the account.

Use these tips to answer as best you can.

You may be asked:

1. To enter an email address or phone number where you can be reached.
2. To enter a code sent to your email address or phone number. This code helps make sure you can access that email address or phone number.

Require a security key as your second step

If you turn on 2-Step Verification and sign in on an eligible phone, you can get Google prompts. To make a security key your required second step, enroll in Advanced Protection.

Revoke lost backup codes

If you lost your backup codes, you can revoke them and get new ones.

1. Go to the 2-Step Verification section of your Google Account.
2. Select Show codes.
3. Select Get new codes.

You didn't get a verification code

• You might have been sent a Google prompt instead. Learn why we recommend Google prompts instead of text message (SMS) verification codes.
• If we notice something different about how you sign in, like your location, you might not be able to get a verification code through text message.
• If a text message with a verification code was sent to your phone, make sure your service plan and mobile device supports text message delivery.
  • Delivery speed and availability may vary by location and service provider.
• Make sure you have adequate internet connection when you try to get your codes.
• If you get a voice call with a verification code sent to your phone, you get a voicemail if:
  • You can’t answer the call.
  • You don’t have an adequate internet connection.

Tip: If you requested multiple verification codes, only the newest one works.

My Google Authenticator codes don’t work

It may be because the time isn’t correctly synced on your Google Authenticator app.

To set the correct time:

1. On your Android device, go to the main menu of the Google Authenticator app.

2. Tap More Settings Time correction for codes Sync now.

On the next screen, the app confirms the time has been synced. You should be able to sign in. The sync will only affect the internal time of your Google Authenticator app, and will not change your device’s Date & Time settings.

An app doesn’t work after you turn on 2-Step Verification

When you turn on 2-Step Verification, you may need to sign in to some apps again.

Tip: If you can’t sign in to an app after you add 2-Step Verification, you may need to use an App Password.

Why you shouldn’t use Google Voice to get verification codes

If you use Google Voice to get verification codes, you could lock yourself out of your account.

For example, if you sign out of your Google Voice app, you might need a verification code to get back in. But, because it’s sent to your Google Voice, you can’t get the code.

Work, school, or other organization accounts

If you use an account through your work, school, or other group that’s protected by 2-Step Verification, and you can’t sign in, you can:

• Use backup options.
• Contact your administrator.

You can’t use a second step to sign in

Use a device you marked as trusted and go to account recovery.

I can’t sign in to my backup phone with text messages

This can happen when there’s something different about how you sign in, like your location. You may need to move to your main phone, or another trusted device, to sign in to your backup phone.