> For the complete documentation index, see [llms.txt](https://help.clickatell.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.clickatell.com/clickatell-user-portal/user-portal/multi-factor-authentication/what-to-do-if-you-cannot-access-your-authenticator-app.md).

# What to do if you cannot access your authenticator app

A user can use the email backup that was set up during enrolment if they cannot access their authenticator app:

1. On the verification screen, select “Can’t access your authenticator app?” 
2. A 6-digit code is emailed to your registered address. 
3. Enter the code and select **Verify**. 

Email codes expire after 5 minutes and can only be used once. You can request up to three replacement codes per sign-in, with at least 30 seconds between requests. 

{% hint style="info" %}
This is a temporary measure, not a replacement. The authenticator app should still be the primary method of receiving codes. If the device with the authenticator app on is lost, an  account administrator can [reset the user's MFA](/clickatell-user-portal/user-portal/multi-factor-authentication/how-to-reset-a-users-mfa.md).
{% endhint %}


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