What to Do If You’ve Lost Access to Your 2FA Device
If you’ve enabled two-factor authentication (2FA) for your Postmark account but no longer have access to the device you used for authentication (like a lost phone), here’s how to regain access to your account.
👤 If You’re a Team Member (Admin or View-Only User)
If you’re not the account owner:
Check for your backup codes
When you first enabled 2FA, you were given the option to download a list of backup codes. If you saved them, you can use one of those to log in.-
No backup codes? Contact the account owner
If you didn’t save your backup codes, you’ll need the account owner’s help:Ask the account owner to remove your user profile and then re-invite you.
Once re-invited, you can set up 2FA again from scratch.
If you're not sure who the account owner is or are unable to reach them, let us know—we’re happy to contact them on your behalf to help move things forward.
👑 If You’re the Account Owner
If you’re the account owner and can’t log in because you lost your 2FA device and don’t have your backup codes, we can help you regain access—but for security, we’ll need to verify some account details first.
Please reach out to us and we can help you from there by confirming account verification which will be explained by agent contacted.
🚨 Important Security Notes
We’re only able to reset 2FA for account owners—other users must go through the process above with the account owner’s help.
To protect your account, we’ll only send a one-time 2FA code to the official account owner email address after all verification steps are complete.
The information you provide must match what’s currently on file. If something doesn’t match (e.g., an address is outdated), we’ll ask for clarification or updated details before proceeding.
✅ Once You're Back In
After using your one-time code to log in, don’t forget to set up 2FA again by going to:
https://account.postmarkapp.com/profile/edit
You’ll also receive a fresh set of backup codes—make sure to save those somewhere secure (like a password manager) in case you ever lose access again.
Need help? Reach out to our support team and we’ll guide you through the process. Your account’s security is our top priority, and we’re here to make sure you get access safely.