Locked out while travelling
In shortYour codes work anywhere, but a new phone or no signal can lock you out. Get onto Wi-Fi, use your authenticator app, and message us from any device if that fails.
Signing in works the same in any country: your email code, your authenticator app, your passcode. Travel breaks it in three ways.
| What happened | What to do |
|---|---|
| No signal or no roaming | Get onto Wi-Fi. The email code needs a connection; the authenticator app does not, once it is set up. |
| New phone for the trip | Your authenticator lives on the old phone. If you still have it, use it to sign in and set the new one up. If not, message us and we will verify you another way. |
| Phone lost or stolen | Message us from any device, straight away. We sign out every session and freeze the card while you are safe. |
You can reach live chat from the web as well as the app, on any device, so a lost phone does not mean a lost line to us.
Before a trip, it is worth checking your authenticator app is backed up the way its maker recommends. Five minutes at home saves an hour at an airport.
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