Overview

If you lost your mobile device, replaced your phone without transferring your app, or accidentally deleted your authenticator app, follow these steps to regain access.

Step 1: Use a Backup Recovery Code

If you saved your recovery codes during initial enrollment:

1. Click Use a backup code on the login screen.

2. Enter one of your unused backup codes to log in.

3. Go to your user profile and reset your 2FA connection to sync with your new device.

Step 2: Request an Admin Reset from Another Store Admin

If another teammate at your store has administrator access:

1. Have that administrator log into the site dashboard.

2. They can navigate to the Users menu, select your profile, and click Reset 2FA.

3. On your next login attempt, you will be prompted to scan a fresh QR code with your new device.

Step 3: Contact the Help Desk

If you are the sole administrator or do not have backup codes:

• Open a support ticket directly at help.ramarketing.com.

• Include your store name, website URL, and admin email address.

• For security purposes, our team will verify your identity before resetting your 2FA enrollment.