If you recently got a new phone (or had to reset your phone) you might need to reset your authenticator app.

1. Navigate to “My Account” -> “Security + Passwords”

Ava dashboard with the 'Security + Passwords' button highlighted in red.

Resetting Google Authenticator 1

In the “Cell Phone” section click on “Edit” to reveal your QR code.

2. Scan the QR Code into Google Authenticator

Edit Cell Phone instruction list with a QR code on the right-hand side.

Resetting Google Authenticator 2

Open the Google Authenticator App – click the “+” in the right hand corner

3. Use the Google Authenticator App to Log In

Now when you see the “two factor authentication code” you’ll be able to put in a generated code from the Google Authenticator App. You won’t need to rely on text messaging or e-mail (which can both be subject to filtering depending on your phone carrier and email provider).

We highly recommend using the Google Authenticator app or the Microsoft Authenticator app to get your codes as opposed to by text or email. If your phone carrier or email provider mark Ava as spam the on demand codes may not make it through.

Google Authenticator for 

Learn more about Google two step verification.

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