First, contact our support team through the link at the bottom of this article and explain that you've lost access to both your authenticator app and recovery codes
Once we receive your request, we'll activate recovery mode on your account. You'll receive an email confirmation when this is complete
You can then sign in to your Prolific account without MFA while in recovery mode. Note that during this time, your account access will be limited for security purposes
Upon signing in, you'll see the recovery mode screen. To regain full access to your account, click the 'Verify your ID to unlock your account' button to begin the verification process
You'll be directed to verify your identity through Onfido (an Entrust company), our secure verification process. The same process from when you onboarded with us. Once you’ve clicked ‘I consent’ you’ll be able to continue through to the verification process
After successful verification, you'll see a confirmation screen indicating that your request is being processed
After reviewing your ID, our support team will message you with the outcome
Once your ID is approved and you regain access, multi-factor authentication will be automatically disabled on your account. You can enable it again through your account page. For guidance on how to do this, see How do I set up multi-factor authentication on my account?
If reenabled, make sure to write down your recovery code in a secure, memorable location. This will allow you to sign in in the event of losing access to your device or authenticator app.