StreamLive Pro

Lost the phone for two-step verification? Get back in

Lost the phone with your authenticator app? Sign in to StreamLive Pro with a backup code or another method, or start account recovery with a waiting period.

Updated November 5, 2026 · 4 min read

If the phone with your authenticator app is lost, broken or reset, you can still get into StreamLive Pro. On the two-step screen press Use another method: enter one of your 10 backup codes, or use another method you added (an email code or a passkey). If none of them is available, choose I cannot use any of these and send a recovery email: after you confirm the link, two-step verification turns off once a waiting period ends, and you sign in with your password. Support can also verify your identity and reset it sooner.

Before you start

• Look for your backup codes. You saved them when you turned two-step verification on: a downloaded file named StreamLive Pro - two-step verification backup codes, a printout, or a password manager. Each code works once.
• Check what else you added. If you also turned on an email code or a passkey (on another phone, a laptop with Touch ID or Windows Hello, or a security key), you can use it instead.
• Try a trusted device. A computer where you ticked Trust this device for 30 days may still be signed in. From there you can replace the authenticator straight away.
• Recovery needs your password. The self-service recovery is for someone who still knows the password but lost the second step. If you lost the password too, reset it first with Forgot password on the sign-in page.

Steps

1. Sign in as usual. Enter your email and password, or use Sign in with Google, until the Two-step verification screen opens.
2. Press Use another method. The list shows every method on the account, plus Backup code.
3. Use a backup code. Choose Backup code, type one of the 10 codes and press Verify. You are in, and we email you that a backup code was used.
4. Or use another method. Choose Email code to get a 6-digit code at the account address, or Passkey to confirm on a device that has it.
5. No method works? Press I cannot use any of these. Read the explanation and press Send a recovery email. The email goes to the account address, shown partly hidden on the screen.
6. Open the recovery email within an hour. Click the link. The screen confirms that recovery has started and shows the date and time two-step verification will turn off. We send another email with a link to cancel, in case it was not you.
7. Wait for that date, then sign in. When the waiting period ends, two-step verification is off and you sign in with your password alone.
8. Set it up again at once. Open Settings, Security, turn two-step verification back on with your new phone, and save the new backup codes: Turn on two-step verification (2FA) in StreamLive Pro.

If you are signed in somewhere

A trusted computer or a browser where you are still signed in is the fastest way out. Open Settings, Security, Two-step verification:

Why there is a wait

The waiting period protects you if someone else learned your password: they cannot switch off your second step on the spot. During the wait you get emails, a notice in the dashboard, and a link to cancel. If you sign in with your second step in the meantime (for example, you found the phone), the request is cancelled by itself. You can make up to 3 recovery requests a day.

When to contact support

Need it sooner, or the recovery email does not reach you? Press Contact support on the recovery screen, or write to [email protected] from the account address. We reset two-step verification only after verifying who you are, for example a video call, an ID document that matches the billing details, a reply from the account email with details only the owner knows, or matching payment details such as the last 4 digits of the card and the charge date. Never send your password or backup codes. The reset is logged and you get an email about it. More ways to reach us: When you are connected to a person.

What can go wrong

Frequently asked questions

I lost my phone. Can I still sign in to StreamLive Pro?

Yes. Press Use another method on the two-step screen and enter a backup code, or use another method you added. If you have none, start account recovery from the same screen.

How many backup codes do I have?

Ten, and each works once. Settings, Security shows how many are left, and you can get a new set there.

How long is the recovery wait?

The screen shows the exact date and time when two-step verification will turn off. Signing in with your second step before then cancels the request.

Can support turn off two-step verification for me?

Yes, after verifying your identity, for example on a video call or with matching payment details. The reset is logged and you get an email.

Does a new phone get my old authenticator codes?

Only if your authenticator app backs up or syncs its accounts. Otherwise sign in another way and replace the app in Settings, Security.

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