If you’ve lost access to your two-factor authentication (2FA) app, you can reset it using your backup codes—or submit a reset request if you don’t have them. This guide walks you through both options.
If you can still log in
To reset your 2FA app:
- Go to your Security settings
- Scroll to the Two-factor authentication section
- Click Reset in the 2FA app row
- Follow the steps to set up your new 2FA method
Note: When resetting your 2FA from the Settings page, you may be asked to verify your 2FA again if you haven’t used it in the last 30 minutes.
If you can’t complete 2FA verification (for example, you’ve lost access to your 2FA device or you’re signed in on a remembered device) you’ll need to log out of Mercury and go through the logged-out 2FA reset flow instead.
- If you have backup codes, use them to verify and reset your 2FA
- If you don’t have backup codes, select Backup codes lost? to start the reset process outlined below
If you can’t log in
You can submit a reset request to restore access.
To request a 2FA reset:
- Go to app.mercury.com/login
- Enter your email and password
- If you forgot your password click Forgot password and follow the instructions in your email
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On the Verify login screen, click Reset two-factor authentication
- Input your backup codes if you have them, otherwise, click Backup codes lost?
- Follow the on-screen instructions:
- Account holders: Record a short video showing your ID and reading a script (webcam or phone is fine)
- Non-owners or users: Your admin will be asked to approve your request
- Once approved, you’ll get an email titled “Your reset request has been approved”
- Click the link in that email to open the login page and enter your password to finish the reset
- The link expires after 14 days. You’ll need to request a new one if it’s not used in time
Prevent issues in the future
Set up additional authentication methods to avoid getting locked out.
We recommend adding a passkey for the fastest, most secure sign-in experience. You can also set up security keys like YubiKey, or enable Touch ID or Windows Hello.
Learn how to set up security keys here.