When a user cannot gain access to his/her accounts because he/she cannot access the phone and had lost the recovery code downloaded at the time of configuring 2FA, the user can request a one-time recovery from the organization admin. 

An email request will send with the link that will redirect the admin to the page from where the recovery code can be sent. Click on the Send Recovery Code button.


  1. Else, the organization admin can navigate to the Neo Admin Center > Users. 

  2. Search for the user. 

  3. Under the Security tab, click on the Send Recovery Code button.