Multi-factor authentication

PayMongo requires multi-factor authentication (MFA) on all accounts. MFA uses email-based one-time passwords (OTPs) to verify your identity when logging in and when performing sensitive actions.

📘

Key point: MFA is mandatory and cannot be disabled. It's active by default on your account.

When MFA is required

PayMongo requires MFA verification (via one-time password) in these situations:

• Logging into the dashboard — OTP sent to your registered email at each login
• Changing your account email address — Sensitive profile change
• Changing your mobile number — Sensitive profile change
• Updating your payout bank account — Sensitive financial change
• Viewing or regenerating API keys — Critical security credentials
• Other sensitive account changes — Any action that could compromise security or financial data

How MFA works

The typical login flow with MFA:

1. Enter credentials: Go to the PayMongo dashboard login page and enter your email and password
2. Click Log In: Submit the form
3. MFA prompt appears: The dashboard displays a "Verify with one-time password" screen
4. Check your email: Look in your inbox (and spam folder) for an email from PayMongo with a 6-digit OTP
5. Enter the OTP: Type the code into the prompt
6. Click Verify: Submit the OTP
7. Access granted: You're logged in and can access your dashboard

MFA troubleshooting

OTP not received

• Check your spam, junk, or promotions folder—OTP emails sometimes end up there
• OTPs expire after a short window (typically 10 minutes). If it expired, click Resend OTP on the login screen to request a new one
• If you still don't receive the OTP after multiple tries, your email may be blocked. Contact [email protected]

Lost access to your registered email

• You cannot recover your account on your own. Contact PayMongo support at [email protected]
• Support requires identity verification to confirm you are the account owner before restoring access. Prepare proof of account ownership (e.g., business documents, previous transactions)
• Support will help you regain access after verification

MFA appearing unexpectedly at login

• This is normal. MFA appears on:
  • First login from a new device or browser (for security)
  • First login after a session expiry (security timeout)
  • Anytime you log in (depending on your session settings)
• Enter your OTP and proceed as normal

Incorrect OTP message

• Double-check that you've typed the code correctly (codes are case-sensitive)
• If the code is correct but the system rejects it, the OTP may have expired — request a new one
• Contact [email protected] if you continue to have issues

📘

Note: MFA is separate from Identity Verification (liveness check). MFA protects dashboard access; identity verification determines your wallet capabilities (enabled vs. closed-loop).

Login troubleshooting

If you're having trouble logging into your PayMongo dashboard, refer to this section.

Forgot password

1. Go to the PayMongo dashboard login page
2. Click Forgot Password? (below the login form)
3. Enter your email address
4. Check your email for a password reset link (check spam folder)
5. Click the link and set a new password
6. Return to the login page and log in with your new password

Can't log in — incorrect email or password

• Double-check that you're entering the correct email and password (they are case-sensitive)
• If you've forgotten your password, use the Forgot Password flow above
• Ensure Caps Lock is not on
• Try clearing your browser cookies and cache, then try again

Account locked or flagged

If your account is locked or flagged for security reasons:

• You may see a message like "Account locked" or "Please contact support"
• Contact PayMongo support immediately at [email protected]
• Be prepared to verify your identity
• Support will investigate and help restore access

MFA issues at login

See the MFA Troubleshooting section above for:

• OTP not received
• Lost access to registered email
• Expired OTP
• Other MFA errors

Still can't log in

If none of the above solutions work:

1. Contact PayMongo support at [email protected]
2. Include details about the error you're seeing
3. Be ready to verify your identity (account owner confirmation)
4. Support will assist with account recovery

Next steps

• API Keys — Generate and manage your API keys securely
• Security Logs — Monitor account activity and detect unauthorized access
• Account Setup — Create and activate your PayMongo account