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This article explains what to do if you can't complete your two-factor authentication (2FA) when signing in to Silverfin. Whether you've lost your authenticator app or just need a new emergency code, this article walks you through the steps.

Before you begin, you'll need to have already entered your email and password on the sign-in screen.

Table of contents 

Reset Options

There are two reset options, both reachable from the "Try another way" screen during sign-in. Pick the one that matches your situation:

  1. I lost my authenticator app — your phone was lost, stolen, or reset, or you uninstalled the app. You'll need to set up 2FA from scratch.
  2. My authenticator still works, but I need a new emergency code - your app is fine, but you want to generate a fresh backup code.

How to get to the reset screen

  1. Start signing in as usual. Go to the Silverfin sign-in page, enter your email and password, and continue to the 2FA verification screen. 
  2. Click on "Try another way".
  3. Click on Use one-time emergency code. This is the code you were asked to save when you first set up your 2FA. Read more in the following article: How do I sign in to Silverfin for the first time after migrating to Visma Connect? If you don't have it saved, please contact Silverfin Support - they can verify your identity and reset your 2FA for you.

Part 1 — Set up your authenticator again

Use this if: You've lost access to your authenticator app (e.g. new phone, app deleted, phone lost or stolen).

What happens

Clicking Set up authenticator again takes you through the full 2FA setup from scratch - the same experience as when you first enabled 2FA. At the end, your new authenticator will be linked to your account, and you'll receive a new emergency code. Your old authenticator codes will stop working.

For the step-by-step setup guide, see How do I sign in to Silverfin for the first time after migrating to Visma Connect?

Part 2 — Get a new emergency code

Use this if: Your authenticator app is working fine, but you want to generate a new emergency code (for example, you've used your previous one, or you want a fresh copy stored somewhere safe).

This option does not change your authenticator app. Your existing 2FA setup stays exactly as it is — you're only creating a new backup code.
  1. Select 'I have temporary lost access to authentication app'
  2. Save your new emergency code. Your new emergency code will appear on screen — it looks something like F6XU-O0KI-N9IJ-1IDE-792D. Tick "I have safely copied and stored this code" and click Next.
Store this code somewhere safe — a password manager, a printed copy in a secure place, etc. Once you leave this screen, you won't be able to view it again. Your previous emergency code will no longer work.

FAQ

I lost my phone and I don't have my emergency code. What do I do?

If you've lost both your authenticator app and your emergency code, please contact Silverfin Support. Our team will verify your identity and help you regain access.

Will resetting my 2FA affect my sign-in straight away?

For Part 1 (set up authenticator again): yes — once setup is complete, you'll sign in using your new authenticator. For Part 2 (new emergency code): nothing changes about how you sign in — your authenticator continues to work as before.

Can I have more than one emergency code at a time?

No. Each time you generate a new code, it replaces the previous one. Only the most recently generated code is valid.

How many times can I use an emergency code?

Emergency codes are single-use. Once you enter a code, it's consumed and can't be used again.

Does "Set up authenticator again" delete my old authenticator?

Yes — after completing the new setup, your old authenticator codes will no longer work. Only your newly registered authenticator will be valid.

My authenticator app is working fine. Do I need to go through Part 1?

No. If your app is working, use Part 2 to get a new emergency code instead. Part 1 is only for when you've lost access to the app itself.