My bank details are locked on the website

Nothing has gone wrong. Your bank details, ID numbers and signature are locked with a key that only your own devices hold, so nobody else can read them, and neither can we. A new browser or phone needs that key before it can show them.

What to do

• The website says Not paired: your key is on your phone. See Pairing the website with your phone.
• The website says Set up your key: your account doesn't have a key yet. Follow the link to Account, choose to make your key there, and save the recovery code it shows you.
• The phone app says your details are locked: on the website, open Account and click Show a code to scan under Add your phone, then scan it from the app. See Adding the phone app when you started on the website. Or type your recovery code, or tap Show a code to scan on the phone and scan that with another phone that is still signed in.

Until then, the website won't let you download invoices and pension forms, because they would print without those details.

Finding your recovery code

You were shown it when your key was made. You can see it again on any device that holds your key:

• On the phone: More > Backup and sync > Show recovery code.
• On the website: Account > Show my recovery code. If you signed in more than ten minutes ago, or you are on a shared computer, we email you a 6-digit code first.

Keep it somewhere other than your phone, such as a password manager. Never send it to anyone, including us. We don't need it to help you, and we will never ask for it.

If you have lost every device and the code

We can't get the locked details back, because we have never been able to read them. The new phone offers Start afresh, which clears them and gives you a new recovery code, and you type them in again. Your sessions, invoices and expenses stay, but invoices you have already made lose the bank details printed on them.