My Phone is lost and my Two-Factor Authentication is enable. What I can do?

Modified on: Mon, 28 Aug, 2023 at 2:44 PM

If your phone was lost or stolen, we strongly recommend:

  • Sign in from a trusted computer: 
    • If you’ve previously signed in from a computer and checked that the computer should remember you, you might be able to sign in from that computer without a verification code. Once you’re in your account, you can turn off 2-Step Verification until you can again get verification codes.
  • Get a new phone from your carrier: 
    • If you’ve lost your phone, you might be able to buy a new phone with the same phone number from your carrier or purchase a new SIM card.
  • Escalate the issue to the Customer Success Team (if the above two steps do not work):
    • To escalate this issue to the customer success team at FutureVault, please send an email along with the additional information mentioned below to This will create a support ticket in the system.
      • Please give your full name and email address associated with the account.
      • The last time you were able to get the PIN and log into your account.
      • Your phone service provider and the type of phone you have. (Telus, Freedom, Rogers, etc.)
      • Do you authorize FutureVault to remove your Twp-factor authentication code? 
    • Once you authorize us and include the above information, we will reset the two-factor authentication system by removing your phone number. This will allow you to log into your vault and access your documents. Once it is removed, you can log in and activate the Two-Factor Authentication again if you would like.
      Info! Hours of support operation are from Monday to Friday between 9 a.m. to 5:30 p.m. EST. All incidents from weekends will be triaged on Monday.

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