I lost my phone and my recovery codes

If you still have a recovery code (the codes you saved when you turned on two-step verification), use it instead: it works straight away, on the website and in the app.

Without any, a recovery request works like this:

1. 01Sign in with your password. On the two-step screen, choose "Lost your phone and your recovery codes?" (in the app, "Can't use any of these?").
2. 02Enter the code we email to your account's address and the code we text to its phone number, where it has them. If you no longer have that phone, you can say so, and the waiting period is longer.
3. 03We tell the account about the request by email, text message and in the app, so its owner can stop it if it wasn't them.
4. 04After the waiting period our team reviews the request and emails you. When two-step verification is switched off, every device is signed out: sign in with your password and set it up again.

Signing in with any two-step code cancels the request, and so does "Cancel the request" under Account → Security. Nobody at NEMZIO can skip the checks or the waiting period, and we never switch two-step verification off because of an email, a message or a call.