We’ve heard this phrase multiple times, and it’s specifically usually when a client has a new mobile phone.

Previously, you had to remove 2 step authenticator from your old phone before you got your new phone, and you no longer need to do that. So it is a bit easier, but still a little tricky.

Here’s what you need to do:


I have a new mobile phone

  1. Log in to Xero using a web browser. This could be either your computer or your mobile, but not using the app. The 2 step authentication won’t work so you will need to use a backup method instead. (This is your security questions).
  2. Click on your initials or profile image, then select Account.
    If you are using a smartphone, tap on the menu icon at the top right of the screen to find your initials or profile image, then select Account.
  3. Under Additional Security, click Change in the Connected device section.
  4. Choose either your security questions or your backup email address to authenticate.
    (If you choose your email address, you’ll need to log in to your email and authenticate).
    Xero 2 step authentication
  5. Xero will now ask you if you are using the Xero Verify app, or your own authenticator app. Choose whichever one you are using.
  6. Xero will now have a QR code come up on the screen.
  7. On your new phone, install the authenticator app of your choice.
  8. Go into the authenticator app and scan this QR code.
  9. In the authenticator app, a 6 digit code will appear that you will need to enter into Xero.


Help, I actually lost my mobile phone

If you have lost your mobile phone, firstly log in using a web browser and change your password. You’ll need to use your security questions as your authenticator.

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