You changed phones, deleted the authentication app, or lost your device, and now the Conekta Panel is asking for a code you can't generate. There are several ways out; start with the simplest.
Recovery options
- I have my backup codes
Use one of the backup codes you saved when you turned on verification. Each one works only once. Once you're in the Conekta Panel, set up your verification method again with your new device and generate fresh backup codes.
- I still have my old phone
Even if you've switched devices, the app on your old phone keeps generating valid codes as long as you don't delete it. Use it to log in and migrate the setup to your new device before getting rid of the old one.
- Someone else administers the account
The person with the administrator role can help you reset verification for your user so you can set it up again. It's the fastest route when you don't have backups.
- I don't have backups or an available administrator
Contact Support from your user's registered email. Because it involves account access, the team will apply identity checks — confirming account and business details and, in some cases, additional documentation — before resetting verification. The process can take 1 to 2 business days.
After you recover access
Set up your verification method again right away, save new backup codes, and review your account's recent activity. If something doesn't add up, follow What to do if I suspect someone accessed my account.