About moving 2FA to a new device
If you already use 2FA to protect your Fathom login, and you’ve changed your phone or mobile device, use the information on this page to set up your new device. If you haven’t started using 2FA yet, go to our setup 2FA page.
When setting up your new device, you can use a different authenticator app to the one on your old device (eg. you can move from Google Authenticator to Authy, or vice versa).
You'll need to reset your alternative recovery methods as well.
Set up 2FA on your new device
Disable your existing 2FA
To move 2FA to your new device, you need to first disable your existing 2FA in Fathom.
- Login to Fathom using your existing authenticator app. If your old device is no longer available you can use your account recovery method (SMS or email).
- Go to 'Change My Details' in the top right.
- Select 'Disable 2FA'.
Set up your new device
- If you haven't already, install an authenticator app on your new device.
- Go through the normal process to setup 2FA.
If you can't disable 2FA
If you no longer have access to your old device, or you deleted the authenticator app from it, you can use your account recovery methods to log in and disable your existing 2FA setup.
If you still can't log in, contact Fathom support (firstname.lastname@example.org) to disable 2FA. To make the process as smooth as possible, ensure:
- You've made a number of attempts to log in using your 2FA recovery methods
- You're contacting us about your own 2FA account, and not on behalf of another user
You'll need to prove that you're the owner of the account. This may take some time (ie a day or two), but is necessary to ensure there's no unauthorised access.