Jump down to authenticator app reset instructions by clicking here:
Reset from an authenticator app back to SMS
I can't login: I need to update my phone number
To update the phone number on your account:
Open the sign in screen of the Shakepay app and enter your current login credentials
(even if the phone number or email associated with your account needs to be updated)When you get to the Authenticator verification screen, you can click on reset my phone number.
Enter the phone number you would like to have listed on your account
Submit a selfie and a photo of your ID to authorize Shakepay to update account info
It can take up to 2 days for the verification team to review a selfie submitted. You will receive an email once the phone number on your account has been updated.!
If you run into any issues, please reach out to our customer support team and they will be happy to help!
We only accept valid Canadian mobile phone numbers and we are unable to support VoIP numbers. In addition, you won’t be able to send money out from your account for 24 hours after disabling your two-factor authentication app.
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.
I can't login: I need to reset my authenticator app back to SMS
To re-enable SMS 2FA:
Open the sign in screen of the Shakepay app and enter your current login credentials
When you get to the Authenticator verification screen, you can click on reset my authenticator.
Follow the instructions to submit a photo of your ID and a selfie for verification.
It can take up to 2 days for the verification team to review a selfie submitted. You will receive an email once your 2FA method has been set to SMS!
If you run into any issues, please reach out to our customer support team and they will be happy to help!
Related articles:
How can I update my mobile number?