FAQ: Two-Factor Authentication (2FA)

If the login page remains open for more than 15 minutes, you will receive an "Invalid session" notification. To fix this, simply refresh the login page and try again.

We recommend one of these free authenticator apps for Two-Factor Authentication (2FA) in the Merchant panel: Google Authenticator, Microsoft Authenticator or FreeOTP.

Note: There can be other authenticator apps that have a fee attached to them, please double check which one you download before using it. 

If you want to use the Microsoft Authentication without a Microsoft account, click “Scan a QR Code”. If needed, see detailed instructions to enable two-factor authentication (2FA). 

If you want to use Google Authenticator without a Google account, click “Use Authenticator without an account”. If needed, see detailed instructions to enable two-factor authentication (2FA). 

Only an authentication app can be used for two-factor authentication (2FA) with the Merchant panel. Bank credentials or SMS verification are not supported.

If two-factor authentication is already set up, the QR code won’t appear on the login page. To restore it, reset your two-factor authentication.

Tip: No reset needed if you already have an authentication app—just use the code from your app to log in!

For security purposes, this is not recommended. When each user has their own user account for the Merchant panel, it significantly enhances security and allows each user to be assigned different levels of rights/roles. See instructions on creating users.

However if this is not possible, all users must enable multi-factor authentication using the same QR code. For the same account, you can enable two-factor authentication (2FA) on multiple devices by using the same QR code.

Resetting two-factor authentication (2FA) restores the setup process, allowing you to rescan the QR code. This may be needed if your device with your authentication app is unavailable and changing code required to log in to the Merchant panel is no longer accessible.

Steps to reset 2FA for other users in the Merchant panel

A user with the "Manage users" role can reset 2FA for other users in the Merchant panel by following these steps:

1. In the Merchant panel, select "Users" from the menu on the left.
2. Select the desired user to open their profile details.
3. Click "Reset 2FA" at the bottom of the screen.

Sometimes reading a QR code directly with a device might not work. In this situation, you can try zooming in on the QR code so that the authenticator (2FA) app can read the code correctly.

Note: Please make sure you are scan the QR code from the authenticator app and not using your phone's camera.

Each app provides a user guide where you find help when facing app related challenges:

• Google Authenticator
• Microsoft Authenticator

First, please ensure that you used the authentication app to first scan the QR code from the Merchant panel "Username activation" page. Once the QR code has been scanned, enter the six-digit, one-time code displayed in the authenticator app into the field on the login page. 

Note: Do not use the long code visible on the the Merchant panel page.

If you get an error after entering the code on the Merchant panel page, try one of these options:

If the device you use for two-factor authentication (2FA) has changed or is unavailable, use these reset 2FA instructions.