If you’re having some trouble signing in to your business account and did not receive the two-factor authentication code, we can help!
I use an authenticator app but no longer have access to it
Got a new phone? No longer have access to your authenticator app?
No problem, we can help you change your 2FA method back to SMS so that you can login to your account again. You will then receive your 6-digit verification code as an SMS message.
To authorize the change, we will ask you to submit a selfie. You can upload it here:
Instructions to upload the selfie
Click on the link above, and submit a photo of yourself, holding a photo ID, and a piece of paper.
On the piece of paper, please write today's date, the word "Shakepay", and the current phone number associated with your account.
Selfie example:
We'll be able to get that reset for you!
Having issues receiving your 2FA code because you changed your phone number?
No problem! We can help you update the phone number on your account so that you are able to receive your 6-digit verification code. You will then receive your 2FA code as an SMS message sent to the new number.
To authorize the change, we will ask you to submit a selfie. You can upload it here:
Instructions to upload the selfie
Click on the link above, and submit a photo of yourself, holding a photo ID, and a piece of paper.
On the 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:
Once we receive your selfie we'll be able to get that reset for you!
Note: We only accept valid Canadian mobile phone numbers and we are unable to support VoIP numbers.
Have a new number, and you are still able to login?
If you have a new number and can login, you can update the phone number online! If you can't get that updated, please reach out to our support team.
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How can I update my mobile number?