Lost My Phone or Backup Codes: How to Get Back Into PortalX
If you turned on an authenticator app for PortalX and you lost your phone, there are three ways back in. For security, QrX never falls back to an email code once the authenticator app is on.
1. Use a Backup Code
Sign in with your email and password, click Use a backup code instead and enter one of the 10 backup codes you saved when you set up the app. Then open My Profile > Sign-in & security, turn the authenticator app off and set it up again on your new phone, and create new backup codes.
2. Use a Passkey
If you added a passkey on another device (for example your laptop), click Sign in with a passkey on the sign-in page. You are signed in without a password or code and can set up the authenticator app again.
3. Ask QrX Support to Reset Your Sign-In Security
If you have no backup codes and no passkey left, contact QrX support through the chat on this help center or your QrX contact.
QrX support first verifies that you are the account owner. Your own company administrator cannot do this reset; only QrX support can.
The reset turns off the authenticator app, removes your backup codes and all your passkeys, and signs you out on every device.
You receive an email that your sign-in security was reset. After that you sign in with your password and an email code again, and you can set up the authenticator app again.
An Email Says Your Sign-In Security Changed and It Was Not You
Every change (authenticator on or off, new backup codes, passkey added or deleted, reset by QrX support) sends you an email with the date, time, location, IP address and device. If you did not make the change, click the button in that email to open a chat with QrX support right away, and change your password.