If the authenticator device is lost, replaced, erased, or unavailable, first check whether you still have an active Uptime Basics session on another trusted device.
If you are still signed in
- Do not sign out of the working session.
- Open Account > Security.
- Disable the existing authenticator-app 2FA.
- Select Set up 2FA and enroll an authenticator you can access.
- Confirm that the new six-digit code works before ending the trusted session.
If your authenticator app has its own protected backup or device-transfer feature, you may also be able to restore the existing entry through that app provider.
If you cannot sign in anywhere
Uptime Basics does not currently issue self-service backup codes. Contact Uptime Basics support from an email address associated with the account and request an authenticator-access review.
Include:
- the login email for the account;
- your full name or organization name;
- the approximate time of the last successful sign-in; and
- a short explanation of what happened to the authenticator.
Support may request additional account-ownership information before providing recovery steps. This review protects monitors, status pages, alert destinations, and billing-related account access from unauthorized takeover.
Never send security secrets
Support will never ask you to send:
- your current or previous password;
- a live six-digit authenticator code;
- the QR code or manual authenticator setup key; or
- an email or SMS verification code.
Password recovery alone does not remove an already configured authenticator requirement. Do not create a duplicate customer account as a workaround unless support specifically instructs you to do so.
Prevent future lockout
- Use a trusted authenticator with a protected backup or transfer method.
- Keep account contact information current.
- Replace an authenticator while a trusted session and the old device are still available.
- Never store the authenticator setup key in plain text or an unsecured screenshot.