As part of the two-factor authentication set up, you’ll need to download or copy a set of recovery codes which you can use when you lose your mobile device, or when you simply cannot access the device to generate the authentication code. Such a recovery code will let you log in to your account. If you cannot access your mobile device anymore, we recommend you set up two-factor authentication on another device as each recovery-code will only work once. As soon as you have used all recovery-codes, you won’t be able to log in anymore. If you have used a few recovery-codes, you may want to generate new recovery-codes by going to “Administration => User Settings => Show recovery codes”.

Please treat your recovery codes with the same level of security as you would your password. We recommend saving them for example in a password manager.

If you have neither access to your mobile device, nor to your recovery codes, you need to contact a user with super user access and ask them to reset your two-factor authentication for you. A user with super user access can do this by going to “Administration => Users”, and then clicking on “Edit” your user.

If you are a super user yourself and are unable to log in, you can disable two-factor authentication through the command line

$ ./console twofactorauth:disable-2fa-for-user --login=yourlogin

If you use Matomo on our Cloud, please get in touch with our support.