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# How do you solve problems with two-step verification?

> What you can do if you have a new number, the code does not work or you have run out of recovery codes.

Are you unable to log in because the verification code is not working or does not arrive, or do you have a new phone? You can read how to set up the verification yourself in [Setting up two-step verification](/tweestapsverificatie). The ‘Two-step verification’ tab under Access appears as soon as two-step verification is available for your account. Laposta is enabling this step by step.

## You have a new phone and the old one still works

Ideally, you should arrange this before you get rid of your old phone. You can do this yourself using ‘Replace authenticator app’, on both a free and a paid account. If you want to switch to a different authenticator app, follow the same steps. The old link will continue to work until you have confirmed the new app.

#### Open your verification methods

Log in and go to Login → Two-step verification.

#### Choose Replace authenticator app

Next to ‘Authenticator app’, click ‘Edit’ and then ‘Replace authenticator app’. For verification, enter the code from the app on your old phone and your password.

#### Scan the QR code with the new app

Open the authenticator app on your new phone, or the other app you want to use. Scan the QR code and enter the code from that app straight away.

#### Check your recovery codes

Check under ‘Manage recovery codes’ to see how many recovery codes you have left, and generate a new set if you only have a few remaining.

Afterwards, remove the old Laposta entry for this login from your app so that you do not accidentally use the wrong code. If the app is your only method, ‘Disable’ will not appear under ‘Edit’. That is normal: you do not need to disable anything to replace it.

If you no longer have a code for verification, for example because your old phone has already been wiped, you can reset the verification yourself using your recovery email address. Log out, log back in, and on the screen where you enter the code, follow the steps under ‘You have no recovery codes left either’ further down on this page. You can then set up the verification again on your new phone.

## Changing your phone number for SMS

SMS and using both methods at the same time are only available with a paid account. With a free account, you use the authenticator app; this works without a phone number and without mobile reception.

With a paid account, you can change the number yourself, preferably before your old number expires. Because you cannot disable your only enabled method when two-step verification is required, you first enable the authenticator app as a second method. You can do this under Login → Two-step verification:

#### Enable the authenticator app

Next to ‘Authenticator app’, click ‘Enable’ and scan the QR code with an app such as Google Authenticator or Microsoft Authenticator.

#### Disable SMS

Next to ‘SMS’, click ‘Edit’ and then ‘Disable’. Enter a code and your password for verification.

#### Re-enable SMS with your new number

Next to ‘SMS’, click ‘Enable’, select your country and enter your new number without the country code. Confirm this with the code you receive on that number.

You can disable the authenticator app again afterwards, although Laposta recommends leaving it enabled. If you have both methods active, you can choose which one to use when logging in.

## You no longer have access to your phone or number

In this case, use one of your [recovery codes](/herstelcodes):

#### Log in with your login and password

At the bottom of the screen asking for your verification code, look for the ‘No longer have access?’ box.

#### Choose to log in with a recovery code

In that box, click ‘Log in with one of your recovery codes’.

#### Enter a recovery code

On the ‘Recovery code’ screen, enter one of your codes and click ‘Use code’.

After logging in, you will see a message under Login → Two-step verification stating that a recovery code has been used, along with how many codes you have left. Generate a new set there via ‘Manage recovery codes’ if you only have a few remaining.

## The SMS code does not arrive

Delivering an SMS can sometimes take a few minutes. If it still does not work after that, go through this checklist:

* Request a new code via ‘Send new SMS code’ in the ‘Did not receive an SMS?’ box. You can only do this once the waiting time has passed.
* Check whether your phone has reception.
* Check whether the number in your account is still correct.

If it still does not work, use a recovery code to log in.

## You have no recovery codes left either

Usually, you can reset the verification yourself using your recovery email address. You can read what that address does and does not do in [Recovery codes and recovery email address](/herstelcodes#recovery-email-address). If you have set up a recovery email address, it works as follows:

#### Choose to log in with your recovery email address

On the verification code screen, click ‘Log in with your recovery email address’ in the ‘No longer have access?’ box.

#### Request a recovery code

On the ‘Reset two-step verification’ screen, click ‘Send recovery code’. The code will be sent to your recovery email address.

#### Enter the code

Copy the code from the email with the subject line mentioning a code to reset two-step verification, and click ‘Reset two-step verification’. The code is valid for ten minutes.

Two-step verification will then be disabled, and you will automatically receive an email to set a new password. That email is sent to your login email address, not to your recovery email address, so you must have access to that inbox. If two-step verification is required for your account, you will have to set up the verification again immediately after logging in. You will then also receive ten new recovery codes.

> **Warning**
>
> When such a reset takes place, a notification is sent to all email addresses linked to your account as a user. If you receive that email without having reset anything yourself, contact the helpdesk immediately at [helpdesk@laposta.nl](mailto:helpdesk@laposta.nl).

## You have no access at all any more

This can happen in two situations:

1. You have no access to your phone, no recovery codes and no recovery email address either, for example because you have not logged in since it became required.
2. You can no longer access the inbox you use to log in, for example because the colleague whose name the login was under has left. In that case, your recovery email address will not help, because the new password arrives at your login address.

In these cases, contact the helpdesk via [helpdesk@laposta.nl](mailto:helpdesk@laposta.nl) or the [contact form](https://laposta.nl/contact). Send your message from the email address you use to log in, if you still have access to it. The helpdesk cannot simply restore your access; one of our colleagues will look at what is possible on a case-by-case basis, and it is not easy.

> **Warning**
>
> Never put passwords or recovery codes in an email.

## Related articles

#### [Setting up two-step verification](/tweestapsverificatie)

Secure your account with an extra login step via an authenticator app or SMS.

#### [How can you solve login problems if your password is correct?](/het-lukt-me-niet-in-te-loggen-help)

Unable to log in due to a block, cookies or an outage? Follow these steps.

#### [Requesting a new password if you have forgotten your password](/ik-ben-mijn-wachtwoord-vergeten-wat-moet-ik-doen)

Request an email with a reset link via the login page to reset your password.

#### [Changing My data](/waar-kan-ik-zelf-mijn-login-veranderen)

Edit your account name, name and login details yourself under Login → My data.