Note: The steps outlined in this article only applies to customers with a Shakepay business account.
If you have a personal account, you can follow the steps in this other article on how to reset your authentication method or update your phone number!
I lost access to my authenticator app and need to reset it to SMS
To authorize the change, we will ask you to submit a verification selfie. Please upload it using this link below:
Instructions to upload the selfie:
1. Click the link above.
2. Submit a photo of yourself with that meets the following requirements:
Holding a photo ID
Holding a piece of paper, on that piece of paper please write today's date, the word "Shakepay", and the current phone number associated with your account.
Selfie example:
3. You will be notified via email once your selfie reset request has been reviewed!
I need to update the phone number on my business account
To authorize the change, we will ask you to submit a selfie. You can upload it here:
Instructions to upload the selfie:
1. Click the link above.
2. Submit a photo of yourself with that meets the following requirements:
Holding a photo ID
Holding a piece of paper, on that piece of paper please write today's date, the word "Shakepay", and both your current phone number and the new phone number you would like to have listed on your account
Selfie example:
3. You will be notified via email once your selfie reset request has been reviewed!
Note: We only accept valid Canadian mobile phone numbers and we are unable to support VoIP numbers.
Have a new number, and still able to login?
If you have a new number and can login, you can update the phone number online!
If you have any questions or concerns, please do not hesitate to reach out to our Customer Support Team and we will be happy to help! Here's how:
Open the Shakepay app
Click on Settings (⚙️ icon) at the bottom right of the app
Click Help
Click Support chat
Click Send us a message
Related articles:
How can I update my mobile number?