Two-factor authentication (2FA) adds an extra layer of security to your Merchant panel login by requiring both your password and a code from an authenticator app. The following answers cover common issues such as invalid codes, missing QR codes, device changes, and supported apps. Learn how to set up 2FA correctly, troubleshoot problems, and keep your account secure.
Recommended free apps for two-factor authentication (2FA) in the Merchant panel are: Google Authenticator, Microsoft Authenticator, or FreeOTP.
Note: Some apps may charge a fee. Always check before downloading.
Download links:
Download links:
Open the app and select Scan a QR code. If needed, follow instructions to enable two-factor authentication (2FA).
Select Use Authenticator without an account. If needed, follow instructions to enable two-factor authentication (2FA).
Tip: If you already have an authenticator app, just use the code from the app to log in.
For security reasons, sharing a single Merchant panel account is not recommended. Each user should have their own login, which allows assigning roles and access rights. See instructions on creating users.
If this is not possible, all users must enable 2FA using the same QR code. The same QR code can be scanned on multiple devices for the same account.
Resetting 2FA restores setup and allows you to rescan the QR code. This is necessary if your authentication device is lost or unavailable. See instructions to reset two-factor authentication.
If no one in your company has the Manage users role, please contact our support team at support@paytrail.com or call +358 20 718 1820 (Mon–Fri 8–22, weekends 10–18).
If your app can't scan the QR code, try zooming in. Ensure you use the authenticator app, not your phone camera.
Each authenticator app provider offers support guides where you can find help:
Ensure you scanned the QR code from the Merchant panel Username activation page using your authenticator app. Enter the six-digit code shown in the app into the Code field on the login page.
Note: Do not use the long code displayed on the Merchant panel page.
If you still receive an error, try these options:
Wait for a new code
The authenticator app refreshes the code every 30 seconds. If the code is not entered on the Merchant panel user activation page in that time frame, the authenticator app refreshes and displays a new code. Enter the code before it expires.
Reinstall the authenticator app
Delete and reinstall the app, then scan the QR code again.
Try another authenticator app
Install another authenticator app, scan the QR code, and enter the code on the Merchant panel user activation page.
Check phone settings
For iPhones: Go to Settings → General → Date & Time and ensure Set Automatically is enabled.
For Android phones (Samsung, OnePlus, Honor): Go to Settings → General management → Date and time and enable Automatic date and time.
If the device you use for 2FA has changed or is unavailable, follow our reset 2FA instructions.