Lost Access to Two-Factor Authentication

Can't get your 6-digit code? Try your authenticator on another device, use a backup code, or email support to verify it's you and reset two-factor.

Two-factor authentication (2FA) is an optional security layer for Sound Safari accounts. After you sign in with Apple, Google, or Microsoft, the app asks for a 6-digit code from your authenticator app. If you can't get that code, work down this list.

First, try these

Your authenticator app on another device. If you set up 2FA on a previous phone or tablet you still have, the code generator is still there — codes work from any device with the original setup.

Check your device clock. Authenticator codes are time-based. If your device's clock has drifted, valid codes get rejected. In your authenticator app's settings, look for "time correction" or "sync time," or make sure Date & Time is set automatically in device Settings.

Use a backup code. When you turned on 2FA, Sound Safari showed you a set of one-time backup codes to save. On the code screen, tap Use a Backup Code and enter any unused code. Each code works exactly once.

If you've lost both

You're not locked out of your data — your students and notes are safe in your iCloud, and nothing about recovery deletes anything.

  1. On the two-factor screen, tap Lost access? → Email Support.

  2. The app pre-fills an email to help@soundsafari.app with the details we need. Make sure the "Account email" line shows the email you sign in with — if the app couldn't fill it in, type it. This is the single most important line.

  3. If you can, send the message from that same email address — it speeds up verification. If you're sending from a different address (say, your personal iCloud mail), just say so in the email.

  4. We'll verify it's really you, remove two-factor from your account, and reply — usually the same business day.

After we reset it

Sign in normally with your Apple, Google, or Microsoft account. Two-factor will be off. To turn it back on (we recommend it), go to Settings → Security → Two-Factor Authentication, scan the new QR code with your authenticator, and save your new backup codes somewhere safe — a password manager is perfect. Your old authenticator entry and old backup codes no longer work; delete the old entry to avoid confusion.