This article assumes you:
- Have a Tidepool Clinician account — Only Clinician users can use two-factor authentication (2FA)
- Have 2FA already enabled — Need to set it up? See Enabling Two-Factor Authentication (2FA)
If you still have your authenticator app or a recovery code
If you have access to either your authenticator app or at least one unused recovery code, you can still log in.
- Still have your authenticator app? Log in as usual — see Logging In with Two-Factor Authentication (2FA).
- Lost your phone or authenticator app, but have a recovery code? On the 2FA login screen, click Try a Different Log In Method and enter a recovery code instead of an app code. Once logged in, set up 2FA again right away with a new device, and generate a new set of recovery codes.
If you've lost both your authenticator app and your recovery codes
Tidepool cannot verify your identity without one of these, so there is no way to recover access to your existing account. This is by design — it's what keeps your account secure.
If this happens, here's what to do:
- Contact Tidepool Support. Use the widget on any Tidepool page, or email support@tidepool.org. Let them know you've lost access to both your authenticator app and your recovery codes and need to delete your account so you can rejoin your clinic.
- Your account will be deleted. Support will delete your Tidepool Clinician account. This only removes your login — it does not affect your clinic's patient data or your prior activity in the workspace.
- Ask your Clinic Admin to re-invite you. A Clinic Admin at your organization can send you a new invitation to join the clinic workspace — see Adding new Clinic team members. Once you accept it, you'll create a new account and can set up 2FA again from the start.
How to avoid this in the future
- Save your recovery codes somewhere safe as soon as you enable 2FA — see Managing your 2FA Recovery Codes
- If you get a new phone, transfer your authenticator app before wiping or losing access to the old one. See Switching to a New Authenticator Device for 2FA for more information.
- If you're down to your last few recovery codes, log in and generate a new set before you run out. See Managing your 2FA Recovery Codes for more information.
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