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Troubleshoot Issues With Transferring Your Accounts in Salesforce Authenticator
If you forgot your backup passcode, or you can’t access your verified email address or mobile number, there are still a few ways to reconnect your accounts to Salesforce Authenticator after getting a new device or reinstalling the app.
If you created your backup on a previous device that you still have access to, you can reset your forgotten passcode or update your email address or mobile number. If you don’t have a previous device or can’t access it, you can manually reconnect your accounts without your backup.
I have access to my previous device.
To reset your forgotten passcode:
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On your previous device, open the app and tap the Settings icon (
).
- Tap Change backup passcode and follow the prompts to set a new passcode.
To update your email address or mobile number:
- On your previous device, open the app and tap the Settings icon ().
- Choose the option that applies to your app version.
- Tap Change Email Address and follow the prompts to verify a new email address (app versions 4.0 and above).
- Tap Verified number: [your number] and follow the prompts to verify a new mobile number (app versions below 4.0).
I’m restoring on the same device or I can’t access my previous device.
If you don't have access to your backup passcode and the email address or phone number that you used to back up your accounts, you can manually reconnect accounts.
- Install Salesforce Authenticator on your new device and open the Salesforce Authenticator app.
- For the prompt that asks if you have access to a different mobile device where you previously used Salesforce Authenticator, tap No.
- For the prompt that asks if you want to try to transfer accounts to your new device, tap No.
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Follow the steps to reconnect accounts for your scenario.
The specific steps depend on what type of accounts you're connecting and how you use them, but in general, all scenarios require you to disconnect and then reconnect your accounts.
