Xero Login and MFA Not Working (Lost Phone)

How to fix it

Try these in order — the most common fix is first.

1. 1. Use a backup method

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   1. Enter username and password
   2. Choose backup email or security questions instead of the app
   Did this fix it? Yes No

2. 2. Move MFA to the new device

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   1. Once signed in, go to Account settings
   2. Change the device to the new phone, or remove the old device and set up MFA again
   Did this fix it? Yes No

3. 3. Fix invalid codes

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   1. For Google Authenticator or FreeOTP, set the phone clock to automatic
   2. Xero Verify does not have this requirement
   Did this fix it? Yes No

4. 4. Locked out

   1. Log a case in Xero Central; Xero says it responds within a few hours for MFA lockouts
   Did this fix it? Yes No

Symptoms

Xero rejects the verification code, or you lost or replaced the phone with your authenticator.

Why it happens

• Lost or replaced phone
• Device clock out of sync (third-party authenticator apps)
• Backup method never set up

This guide also covers

• xero mfa not working
• xero lost phone
• xero can't log in
• xero authentication code invalid

The same problem in other apps

All missing or lost data guides →

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