If two-factor authentication (2FA) is blocking you from signing in (lost phone, broken authenticator, recovery codes missing or used up), you cannot reset it yourself from the locked-out screen. Contact support. After we verify it’s you, we remove 2FA so you can sign in with your email and password again.
Try these first
Use a recovery code on the 2FA challenge screen if you still have one saved.
If codes from your authenticator app are always rejected, turn on automatic date and time on your phone (codes depend on accurate time).
If neither works, use the support reset below.
Contact support
Reach out through live chat or email support. Say that 2FA isn’t working and that you need a reset.
This is our standard 2FA reset process. We’ll confirm it’s you before changing anything on the account.
What we’ll ask you
Reply with:
The email on your SOB account (if different from the one you’re writing from)
The last 4 digits of the card on file
The broker accounts connected to your SOB account
Incomplete answers slow verification down. Don’t share full card numbers.
What happens after we confirm
Once we verify your identity, we remove 2FA from your account. You can then sign in with just your email and password.
After you’re back in, we strongly recommend turning 2FA back on with your current authenticator app and saving new recovery codes. See Setting up two-factor authentication.
Related
Setting up two-factor authentication
Resetting your password
Signing in to your account