Getting a new phone, losing your authenticator app, or experiencing cellular delays that block SMS codes can completely interrupt your workday. If you find yourself locked out of your Google Workspace account because of a 2-Step Verification (2SV) snag, follow this quick recovery guide to get back in.

Step 1: Use the "Try Another Way" Link

If Google prompts you for a code you cannot access, do not panic. You likely have an alternative verification method attached to your account.

1. On the 2SV login screen, look below the primary verification prompt.

2. Click the Try another way link.

3. Select an alternative option from the list, such as a Backup Code, a text message to a recovery number, or a prompt sent to a secondary tablet or device where you are still signed in.

Step 2: Use Your 8-Digit Backup Codes

When 2SV was first configured on your account, Google prompted you to download or print a list of 8-digit Backup Codes. Each of these codes can be used exactly once to log in when your phone is missing.

1. Locate the file or printout titled Download-xxxxx-codes-... or search your local files for "Google Backup Codes."

2. In the "Try another way" menu on your login screen, select Enter one of your 8-digit backup codes.

3. Type in any unused code from your list to immediately bypass the lock and access your account.

Step 3: Update Your Settings (Do This Immediately Upon Login)

Once you successfully log back into your account, you must update your security settings so you don't get locked out again.

1. Go to your Google Account Security Settings

2. Under the How you sign in to Google section, click on 2-Step Verification.

3. Update your phone number: If you have a new phone number, update your primary SMS verification details here.

4. Register a secondary backup method: We strongly recommend setting up at least two methods. You can:

   • Re-link the Google Authenticator app on your new device.

   • Generate a fresh set of Backup Codes (and save them to a secure location outside of your Google Drive).

   • Register a physical security key or your computer's built-in passkey.

Still Stuck? If you cannot find your backup codes and have no other way to verify your identity, please raise a ticket via this HelpDesk. An IT administrator will need to temporarily disable your 2SV requirement or generate a temporary security code to grant you access.