Move your dashboard authenticator to a new phone – IT Solver Support

When you have an authenticator, each sign-in to the dashboard asks for its 6-digit code. When you get a new phone, move your dashboard authenticator to it before you reset or give away the old phone. You need a code from the old phone to make the change.

Use an app that backs up your codes

Use an authenticator app that backs up your codes to your secure cloud storage. Then, when you sign in to the app on a new phone, you get your codes back. We recommend 1Password, Google Authenticator or Microsoft Authenticator. Turn on cloud backup or sync in the app.

If the new phone shows the IT Solver Dashboard entry and the dashboard accepts its code, you do not need to do the steps on this page. Before you reset or give away the old phone, sign in to the dashboard with a code from the new phone.

Before you start

Any person who signs in to the dashboard can do this for their own sign-in. You do not need a special role.
Keep the old phone with you. You must type a current code from it.
Install an authenticator app on the new phone. You can use any authenticator app that can scan a QR code. We recommend 1Password, Google Authenticator or Microsoft Authenticator.
If you sign in with an email address and password, you need your current password. If you sign in with Continue with Google, you confirm your identity in a Google sign-in window. Allow pop-up windows for the dashboard.
If you lost the old phone, do not use these steps. Read I lost my old phone.

Move your authenticator to a new phone

Sign in at dashboard.itsolver.net.
Select your name at the bottom of the sidebar to open the account menu.
Select Security.
In Authenticator apps, find your authenticator, then select Replace. The Replace authenticator section opens.
If the page shows Current password, type your dashboard password.
In Current authenticator code, type the 6-digit code from the old phone.
Select Continue. If you sign in with Google, complete the Google sign-in window.
The Set up the new authenticator section opens and shows a QR code. From this point, your old authenticator is removed. Keep this page open until you finish.
On the new phone, open the authenticator app and scan the QR code. If you cannot scan it, type the Manual setup key into the app.
In New authenticator code, type the 6-digit code from the new phone.
Select Verify authenticator. The page shows "Your authenticator has been replaced."
Delete the old IT Solver Dashboard entry from the authenticator app on the old phone.

After step 8, the dashboard stops links and buttons from leaving the page and shows "Finish setting up the replacement authenticator before leaving this page." If you close or reload the tab, your browser warns you first. Do not close the tab or the browser. If you leave, you have no authenticator.

Remove your authenticator instead

You can also remove the authenticator, then add a new one on the Security page.

On the Security page, in Authenticator apps, select Remove.
Type your Current password (if the page asks for it) and the Current authenticator code.
Select Remove authenticator. The dashboard signs you out.
Sign in again. The dashboard does not ask for a code, because you have no authenticator.
Open the account menu, then select Security.
Select Add authenticator, then scan the QR code with the new phone.

IT Solver requires an authenticator app for the dashboard. If you do not add one, the dashboard opens the Security page when you open a service such as Microsoft 365 or Google Workspace, users and access, domains, or web designs. Add an authenticator there, and the dashboard returns you to the page you opened.

I lost my old phone

You cannot replace or remove the authenticator yourself without a code from the old phone. Other people in your business, Owners too, cannot reset your authenticator in the dashboard.

Contact IT Solver. We make sure that it is you before we help. Read Who can ask IT Solver for changes, and how we check it is you. After we help, sign in and set up a new authenticator.

Examples

You bought a new phone and still have the old one. Do the steps in Move your authenticator to a new phone before you reset the old phone.
The new code is not accepted. The page shows "The new code was not accepted. Your previous authenticator has already been removed, so keep this page open and try a new code." Do not close the page. Wait for the app to show a new code, then type it and select Verify authenticator again.
The page shows "That authenticator code is invalid or expired. Try a new code." The code was mistyped or expired. Wait for a new code, type it, and select Continue again.
The page says the replacement setup could not open. The message is "Your previous authenticator was removed, but the replacement setup could not open. Choose Continue to try again before signing out." Select Continue again. Do not sign out.
Your phone was lost or stolen. Contact IT Solver. This is the same for Owners and team members. Read I lost my old phone.

Still have a problem?

Questions? Email support@itsolver.net or phone 07 3123 6000.