How do I access my Oyster account after losing access to my authenticator app?

If you have Two-Factor Authentication (2FA) enabled on your Oyster account and you lost access to your authenticator app, you will need to reset 2FA. 

You can lose access to your authenticator app for different reasons, to name a few:

• You lost or replaced your mobile device
• The authenticator app got uninstalled from your mobile device
• You forgot to transfer authentication data when switching devices

Prerequisites

• You will need to use the recovery codes that were provided to you in the set up process. Follow the steps below if you have the recovery codes saved.

Steps

Log in to the Oyster platform. When the verification code is requested, click Use a recovery code next to Can't access your authenticator app?
Enter one of the recovery codes you have saved and click Verify code.
At the top of the left hand side menu, click on your profile and on Profile & Preferences.
In the Account settings tab you will see a Security section. Click on Reset 2FA next to Two-Factor Authentication.
Review the information around resetting 2FA. Please be aware that once you proceed, 2FA will be temporarily removed on your account. Click Reset 2FA.
Choose the 2FA method you want to set up and click Continue. We highly recommend the authenticator app because it has the highest level of security.
Make sure you have an authenticator app installed on your mobile device. Open the app and scan the QR code. Click Continue.
Enter the 6-digit code shown in your authenticator app and click Verify code.
You have successfully configured 2FA on your account. Before finishing, make sure to download or copy the recovery codes somewhere safe. You will only see the recovery codes and be able to download them now. Click Done.
Your account is now protected with an extra layer of security!

Don't have your recovery codes?

If you forgot to save the recovery codes during the set up process, or if you cannot find them, you will need to reach out to your Customer Administrator or your Oyster representative. We will be required to verify your identity before we can reset 2FA on your behalf. Please have a copy of your ID document at hand so you can go through the ID verification process.