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:
- 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.
- 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.
- Open an authenticator app (e.g., Microsoft Authenticator, Google Authenticator, Authy), select Add account / Scan QR code, and scan the code shown in Granite.
- 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.
Updated on: 26/06/2026
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