Below are the steps you'll need to reset your password from either the Shakepay mobile app or from our website. If you have passkeys, head to the Troubleshooting section. Additionally, if you're unable to access your account due to reasons beyond just forgetting your password or passkeys, Shakepay provides specific account recovery options via ID verification, which are discussed in this guide.
Reset password from the mobile app
Follow these steps to reset your password in the app:
Open the Shakepay app.
Click Forgot Password on the Shakepay app's sign in page.
Enter the email address associated with your account.
Click Continue. We will then send a you an email with a link.
Click the link Reset your password
Enter your new password.
Confirm your new password.
Click Submit.
Your password has been updated!
Reset password from the website
Click on this link: www.shakepay.co/signin
Click on Reset your password under the Sign in button.
Enter the email address associated with your account.
Click Continue. We will then send a you an email with a link.
Click the link Reset your password
Enter your new password.
Confirm your new password.
Click Submit.
Your password has been updated!
Troubleshoot and tips
If accessing your account isn't possible due to password or passkey issues, you have options ranging from support-assisted recovery to identity verification processes.
I'm passwordless, how to reset my password?
Follow these steps to reset your password when you are passwordless if you are still able to log in:
Open the Shakepay app and log in
Click the Settings wheel at the bottom right.
Click Help.
Click Support Chat.
Select Talk to a person when prompted.
Our customer support team will help you reset your passkeys or password and you will need to send a selfie to do so.
Follow these steps to reset your password when you are passwordless if you are not able to log in:
Click the blue bubble at the bottom of our help page.
Click I can't log in.
Follow the steps required.
Our customer support team will help you reset your passkeys or password and you will need to send a selfie to do so. Make sure that your photo ID and selfie are clear, meet the stated requirements, and are uploaded promptly using the provided recovery link.
ID Verification for Account Recovery
If you're unable to recover your Shakepay account using standard methods, you'll need to verify your identity. Here's the process:
Prepare the necessary personal information:
Full legal name as shown on your ID
Date of birth
Email address linked to your Shakepay account
Phone number
Your Shaketag (username)
Provide a valid, unexpired photo ID with the following:
A clear, focused image without glare
Preferably avoid provincial health cards unless it's a BC Services Card
Submit a verification selfie while holding your ID:
Ensure the selfie is clear and recent
Hold the ID visibly in the photo
Use the recovery link provided by Shakepay to upload these documents:
The link expires after 24 hours, so upload promptly
Notify Shakepay’s support team after submission if urgent. Note: Following submission, account fund transfers will be restricted for the next 24 hours as part of security measures.
When I click the link to reset my password, it's showing expired
Follow these steps to troubleshoot if your password reset link shows as expired:
Delete any password reset emails previously received.
Click Forgot Password on the Shakepay app's sign in page.
Enter the email address associated with your account.
Click Continue. We will then send a you an email with a link.
Note: Make sure to use the link to reset your password within an hour as it expires after.
Not Receiving the Password Reset Email
Check Spam or Junk Folders: Ensure that the password reset email hasn’t been filtered into your spam or junk folder. This is especially common for certain email providers like Hotmail.
Inbox Is Full: If your email inbox is full, the reset email may not be delivered. Delete some emails and retry the reset process.
Verify Email Address: Confirm that you are using the correct email address associated with your Shakepay account to request the reset.
Email Delivery Time
The password reset email typically arrives within an hour. If it takes longer, check your internet connection or email server for possible delays.
Contacting Support
If you’ve tried all the troubleshooting steps above and still cannot reset your password, consider reaching out to Shakepay’s support team for further assistance. Provide them with the details of your issue so they can assist you effectively.
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