Lost your phone? Resetting two-factor authentication
How to get back into your account when your authenticator app is gone.
If your phone is lost, broken or wiped and the authenticator app went with it, we can reset two-factor authentication on your account. It takes a short check that you are who you say you are, and then you set it up again on your new phone.
Try these first
Still have the old phone? Sign in there, go to Settings, Security, turn off "Two-factor authentication", then turn it on again on the new phone. Some authenticator apps can also move their accounts to a new phone themselves.
Have a passkey, or signed up with Apple or Google? Those sign you in without the code, so you can keep using KiwiBudget while we sort out the reset.
Asking us to reset it
- Email support@kiwibudget.nz from the email address on your KiwiBudget account. The "Lost your phone or authenticator app?" link on the code screen starts the email for you.
- We reply with a question only the account holder would know, such as which bank you connected or a figure from your budget.
- Once that checks out, we remove two-factor authentication from your account and let you know.
- Sign in with your password, then set two-factor up again under Settings, Security. Your budget, goals and history are all still there.
Why we are careful
A reset is exactly what someone trying to get into your account would ask for, so we only do it from your account email, never on the strength of a phone call or a message from a different address. We will never ask for your password or a code from your authenticator.
To avoid this next time, add a passkey under Settings, Signing in, Passkeys. See two-factor authentication for more.
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