If you can no longer produce a valid MFA code — because you've lost your phone, replaced it, or uninstalled the authenticator app — you need to use a backup code or contact your gym owner for help.
Lost access to your authenticator app — use a backup code
When you enrolled for MFA, you were shown a set of backup codes and asked to save them. Each code can be used once in place of a TOTP code.
- On the MFA verification screen, look for an option to enter a backup code. If the standard 6-digit field is shown, enter one of your saved backup codes there instead.
- Once you're signed in, go to Settings → Profile → Security and re-enrol MFA: select Disable (using a backup code if prompted), then select Enable MFA to set it up again with your new device.
If you did not save your backup codes and you cannot produce a TOTP code, you cannot self-service your way back in. Contact the gym owner or support to have your account unlocked.
Lost phone or replaced device — re-enrol on the new device
- If you have backup codes, use one to sign in (see above).
- Sign in to your account, then go to Settings → Profile → Security.
- Disable your current MFA (you'll need a backup code or the old device).
- Select Enable MFA and scan the QR code with the authenticator app on your new device.
- Confirm with a 6-digit code from the new device, save the new backup codes, then select I have saved my codes.
Alternatively, register a passkey on the new device — a registered passkey also satisfies the MFA requirement. Select Add passkey (or Manage) in the Passkeys row and follow your device's prompt.
Revoke a session you don't recognise
If you see a session in the Active Sessions list that you don't recognise:
- Go to Settings → Profile, scroll to Active Sessions.
- Find the unfamiliar entry (you can see the browser, OS, IP address, and last active time).
- Select Revoke to terminate that session immediately.
- If you want to sign out all devices except your current one, select Revoke all other sessions.
- After revoking suspicious sessions, consider changing your password under Settings → Profile → Security → Change password.
Account completely locked out
If you cannot sign in at all and have no backup codes:
- For staff and owner accounts: contact the gym owner so they can reset your access from the staff management screen.
- For member accounts: contact your gym reception or owner.
For general sign-in troubleshooting, see I can't log in or my passkey won't work.