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 your password from the Shakepay app
Open the Shakepay app.
From the sign-in screen, tap Forgot my password.
Enter the email address associated with your Shakepay account.
Tap Continue.
If the email matches an account in our records, we’ll send password-reset instructions to that address.
Open the most recent password-reset email and select the reset link within one hour.
Enter a new password.
Select Confirm.
When the reset is complete, return to the sign-in screen and use your new password.
Note: You won’t be able to send money from your Shakepay account for 24 hours after changing your password.
Reset your password from the Shakepay website
Go to the Shakepay sign-in page.
Select Reset password.
Enter the email address associated with your Shakepay account.
Select Submit.
If the email matches an account in our records, we’ll send password-reset instructions to that address.
Open the most recent password-reset email and select the reset link within one hour.
Enter a new password.
Select Confirm.
When the reset is complete, return to the sign-in page and use your new password.
Note: You won’t be able to send money from your Shakepay account for 24 hours after changing your password.
I lost access to my passkey and don’t have a password
If you removed your password and can no longer use your passkey, contact our support team to recover access to your Shakepay account.
If you’re still logged in on another device
Open the Shakepay app.
Tap Settings (⚙️).
Tap Help.
Contact our support team through the chat.
If you can’t log in
Open the Shakepay app.
Tap the headset icon in the top-right corner of the sign-in screen.
Contact our support team and explain that you’ve lost access to your passkey.
Our support team will guide you through recovering access. You may need to verify your identity with a selfie.
My password-reset link expired
Password-reset links expire after one hour. To request another link:
Open the Shakepay app.
Tap Forgot my password.
Enter the email address associated with your account.
Tap Continue.
Open the most recent password-reset email.
Only use the most recent email. Requesting another reset link invalidates previously issued links.
I didn’t receive the password-reset email
Check your spam or junk folder.
Make sure you entered the email address associated with your Shakepay account.
Make sure your inbox isn’t full.
Request another reset email and use the most recent one.
If you don’t remember your email address, tap Forgot my email address from the password-reset screen to contact our support team.
Related articles:
How can I update my mobile number?