Account & security
I lost access to my authenticator
Request an identity-checked recovery through Ostro support.
THE SHORT ANSWER
Contact Ostro for verified account recovery if you lose your authenticator. An administrator-assisted reset requires identity checks; an email password reset alone cannot remove it.
- Applies to
- People accessing or protecting their Ostro account.
Updated
In this guide
If your phone was lost, replaced or reset and you no longer have working authenticator codes, contact Ostro support. A password reset alone does not remove the authenticator requirement.
Start a recovery request
Email support@tryostro.com from your registered email address where possible. Explain that you cannot access your authenticator and whether you still control your email account.
Do not attach identity documents, send a password or share a reset link in your initial message. Support will explain the appropriate identity-verification steps and secure way to supply any evidence.
What happens during recovery?
An authorised administrator can manage an authenticator reset after the required checks. Recovery can involve restricting existing access and requiring you to sign in again and enrol a new authenticator.
Email ownership alone is not a guarantee that the reset will be approved. Support may need further evidence to establish that the account belongs to you.
Keep your account safe
If the lost device might be in someone else’s hands, secure your email and other affected services promptly. Tell support if you suspect account access or payment activity you did not authorise.
There is no public bypass code, and support cannot safely skip identity checks to speed up a reset.
Something unclear? Suggest a correction or ask a question.
Tell us what’s happening. We’ll help you find the next step.
Contact Ostro support