Recover your account
Please note: The account recovery information shown in this article only applies to merchants that have a GoCardless account.
If you are an end-customer, that pays an organisation through GoCardless, then please get in touch with them directly so they can assist you.
Using recovery codes
Important: If you are an Administrator of a GoCardless account, you can disable another user's 2-factor authentication, if they can no longer log in to their account. You can find more information, including a step-by-step guide, here.
Once 2-factor authentication is set up, you’ll be asked to enter a six-digit code that you’ll either receive on your phone or will be generated by your authenticator app, depending on the method you have set up.
If you can’t access that 6-digit code, you’ll be able to bypass and disable 2-factor authentication by entering the recovery code that was generated when you first set up 2-factor authentication.
If you have lost your recovery code
If you're unable to complete the two-step sign-in authentication process, please raise a ticket with our Support team to initiate the recovery process.
We will go through a short security process to verify your identity and ensure you are a registered user of your account and, once successfully completed, will temporarily disable two-step sign-in on your GoCardless user profile so you can regain access and set up your two-step authentication again.