Lost your phone, changed devices, or your authenticator app isn't giving you a working code? You're not locked out. Find your situation below.
You have your backup codes
This is the quickest way back in and doesn't need anyone's help.
Sign in with your username and password as normal.
When Preno asks for your authenticator code, choose the option to use a backup code instead.
Enter one of your unused codes.
Once you're in, go to your profile and set up your authenticator app on your new phone, then generate a fresh set of backup codes. See this article: Set up multi-factor authentication.
You have neither — ask your account admin
Anyone on your team with access to account Settings can reset your MFA for you. That's usually the owner or manager.
Ask them to reset your MFA from Settings > User management. Preno will email you a link to set up your authenticator again. Follow it, set up your new device, and save your new backup codes.
This is the normal route and it's usually the fastest.
You're the account admin and you're locked out
Get in touch with our support team.
Because an admin can control every login on the account, we verify identity carefully before restoring access. We'll call you back on a phone number already held on your account — we won't use a number provided during the request. This protects you from someone impersonating you to take over your property's account.
It takes a little longer than a self-service reset. That's deliberate, and it's the step that would stop an attacker.
Avoid this situation entirely. If you're an admin, make sure more than one person on your account can access Settings, and keep your backup codes somewhere you can reach without your phone.
Your codes aren't being accepted
If your authenticator app is working but Preno rejects the code, it's almost always your phone's clock. Authenticator codes depend on the exact time. Go into your phone's date and time settings, switch them to set automatically, and try again.
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