What to Do If You Lose Your Phone or Can't Access Your MFA (Multi-Factor Authentication)
Who this is for
This article is for anyone who can’t access their NerdWallet account because of issues with their multi-factor authentication (MFA)—like losing a phone, changing a phone number, or not having access to an authenticator app.
What this article covers
You’ll learn what to do if you’re locked out of your NerdWallet account due to MFA, how to request a reset, and when closing your account may be the only option.
How MFA Works at NerdWallet
NerdWallet requires MFA (also known as 2FA or two-factor authentication) for all accounts.
You can choose either:
SMS-based verification (text message to your phone number), or
Authenticator app (like Google Authenticator or Authy, tied to a specific device).
These methods are linked to your phone number or device, so issues arise if those change.
If You’re Locked Out
Common situations include:
You replaced or lost your phone
You changed your phone number
You don’t have access to your authenticator app
You don’t remember enabling MFA
If any of these apply and you can’t log in, you have two options:
Option 1: Reset MFA (Recommended)
If you want to keep your account, you can request an MFA reset. To protect your account, we use a secure third-party identity verification service to confirm your identity.
Here’s how it works:
You'll be asked a few questions to clarify your situation and guide you through the next steps.
We’ll send you a secure identity verification link by email from a trusted third-party provider.
Complete the verification by following the link and submitting your information as instructed.
If you pass the identity check, we’ll reset your MFA method so you can log in and add your updated device or phone number.
Option 2: Close Your NerdWallet Account
If you prefer not to go through identity verification, or if you no longer have access to the NerdWallet account and don't have active products such as a NerdWallet+ subscription or Atomic Treasury account, you may choose to close your NerdWallet account.
However:
If you have an active NerdWallet+ subscription or a funded Atomic Treasury or Investing account, we can’t close your NerdWallet account until those are closed.
Since you're locked out of your account, you won't be able to close your Atomic account through the app yourself. Please ask for a human teammate in this conversation and they'll assist with the closure. For more information on what's involved, see How Can I Close My Atomic Account?
After that, we can help you close your NerdWallet account and start fresh with a new one.