Switching Two-Factor Authentication to a New Device
Got a new phone? Learn how to transfer your Two-Factor Authentication (2FA) settings to a new device, even if you have lost access to your old phone.
Introduction
Using Two-Factor Authentication (2FA) adds a critical layer of security to your Liquid Web account. However, because 2FA tokens are device-specific, upgrading to a new phone requires you to update your security settings.
To switch devices, you must disable your existing 2FA configuration and then set it up fresh on your new phone. Please select the scenario below that matches your current situation:
- Scenario 1: I still have my old device (Quickest Method) You can log in normally and disable 2FA from your account settings.
- Scenario 2: I no longer have my old device (Recovery Method) You will need to use your backup codes or contact Support to regain access.
Prerequisites
- An active Liquid Web account.
- For Scenario 1: Your old mobile device with the authenticator app still installed.
- For Scenario 2: A valid form of government identification (for manual verification).
Step-by-Step Instructions
Scenario 1: I still have my old device
If you still have your old phone, the process is self-service and takes only a few minutes.
- Log into your portal.liquidweb.com account with your username and password, or sign in with Google SSO. You will need to use the verification code from your old device one last time.
- Click the Account button in the top right corner, then select Manage Users.
- Locate your user profile in the list. Click the three-dot menu (…) to the right of your name.
- Select Disable 2FA.
- A confirmation prompt will appear. Enter your account password.
- Click Confirm. You will receive an email confirming that 2FA has been disabled.
- Now that the old device is unlinked, follow the guide on Enabling Two-Factor Authentication to scan the new QR code with your new device.
Scenario 2: I no longer have my old device
If your phone was lost, stolen, or wiped before you could disable 2FA, you cannot log in normally or disable two-factor authentication yourself. This means you will need to go through a security verification process.
- Locate a valid government-issued ID (Driver’s License or Passport) to prove account ownership.
- Contact our Support team and request to have 2FA removed from your user account.
- You will be directed to the Billing team for verification. They will ask you to submit your ID for review.
- Once your identity is confirmed, the team will manually remove the 2FA lock from your account, allowing you to log in with just your password.
- Set up your new device by following the directions found: here.