If the phone or authenticator containing your Institution entry is unavailable, contact support@institutionhq.com for account recovery. The Security page identifies this as the route for losing access to the authenticator.
Explain whether you know the password, control the account email, and still have an active trusted session. These are different parts of the recovery situation. Do not include the password, old setup key, or another person’s code in your message.
If you still have the working authenticator on an older device, keep it available until the replacement setup has been verified. Do not erase the old device first. If the device may have been stolen, mention that concern to support so the incident can be assessed appropriately.
A password reset alone does not remove the second-factor requirement. Creating another Institution account also does not automatically restore access to your existing workspace. Follow the recovery instructions and any identity checks provided through the official channel. Avoid third-party offers to bypass verification or anyone asking you to disclose a live code.
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