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# My phone has changed, and the Granite account has disappeared from my authenticator app. What should I do?

After changing your phone, the two-factor authentication (2FA/MFA) linked to Granite is often still tied to your old device.


###### What to do:


###### If your old phone or a backup method is available:
* Transfer your Granite account using the authenticator app’s transfer/backup feature (e.g., Microsoft Authenticator: *Transfer accounts*) and ensure the Granite entry is moved to the new phone.
* Alternatively, log in to Granite using your old phone and disable/re-enable 2FA in your account settings to get a new QR code to scan. If 2FA is enforced by your organization, you may not be able to disable it yourself—follow the instructions below in that case.


###### If you don’t have access to your old device and cannot get codes:
1. Contact **Granite support** or your organization’s Granite administrator and request a **2FA/MFA reset** for your account.
    * Provide at least your name, username/work email, and organization. Your identity will be verified for security reasons.
2. Once the reset is complete, log in to Granite with your username and password.
    * The system will display a QR code for linking a new authenticator app.
3. Open an authenticator app (e.g., Microsoft Authenticator, Google Authenticator, Authy), select **Add account / Scan QR code**, and scan the code shown in Granite.
4. Enter the 6-digit one-time code generated by the app to confirm.
    * After this, login should work normally on your new phone.


###### Tips and troubleshooting
* Ensure your phone’s time is set to **automatic**—incorrect time can cause invalid codes.
* Remove any old Granite entries from the authenticator app before adding a new one to avoid confusion.
* Support will never ask for your one-time codes or QR code—**do not share them**.
* If your account becomes locked due to multiple failed login attempts, ask support to unlock it when requesting the 2FA reset.